Luxury Guest Experience Manager

Alila Hotels; California (MO); On-site; USD 80,000 - 90,000; Full time

Benefits offered by this job

Hyatt benefits

Complimentary Hyatt stays worldwide

Ventana Big Sur Perks: daily meals & $

Job summary

Alila Ventana Big Sur is seeking a Guest Experience Manager to lead daily guest service operations, delivering a warm, highly personalized experience aligned with Alila brand standards in a luxury setting. You will champion authentic hospitality in a luxury setting and mentor a dedicated team every day.

Reporting to the Director of Guest Services, you will oversee Concierge, Guest Service Operators, bell/valet and Campground teams, coach colleagues, and guide staffing and development to sustain

Qualifications

• Bachelor’s degree preferred in Hospitality Management, Business, or related field.
• 3–5 years of progressive guest service or front office leadership experience in a luxury hotel or resort.
• Experience overseeing concierge or guest relations teams strongly preferred.
• Experience in a destination resort or experiential luxury brand is highly desirable.

Responsibilities

• Lead daily guest service operations to ensure a warm, welcoming, and highly personalized experience aligned with Alila brand standards.
• Serve as an ambassador for the resort, proactively engaging with guests to anticipate needs, resolve concerns, and create memorable moments.
• Handle escalated guest situations with empathy, discretion, and professionalism, ensuring service recovery aligns with luxury expectations.
• Ensure seamless communication across departments to support guest itineraries, special requests, and bespoke experiences.
• Provide direct leadership and support to Concierge, Guest Service Operators, bell/valet and Campground teams.
• Coach, mentor, and develop colleagues through ongoing feedback, performance management, and training initiatives.
• Partner with the Director of Guest Services on staffing, scheduling, and succession planning to support operational needs.
• Foster a culture of care, accountability, and collaboration consistent with Hyatt and Alila values.

Skills

Interpersonal skills

Leadership

Coaching

Education

Bachelor’s degree in Hospitality Management, Business, or related field

Tools

Property management systems

Guest service platforms

Job description

Alila Ventana Big Sur is seeking a Guest Experience Manager to lead daily guest service operations, delivering a warm, highly personalized experience aligned with Alila brand standards in a luxury setting. You will champion authentic hospitality in a luxury setting and mentor a dedicated team every day.

Reporting to the Director of Guest Services, you will oversee Concierge, Guest Service Operators, bell/valet and Campground teams, coach colleagues, and guide staffing and development to sustain