Remote Luxury Guest Experience Lead

Alila Hotels; California; Remote; USD 64,000 - 69,000; Full time

Benefits offered by this job

Free room nights

Medical, Prescription, Dental and Vis​

401K with company match

Paid Vacation, sick days, new child &

Tuition Reimbursement

Employee Stock Purchase Plan

Discounts at retailers

Job summary

Alila Ventana Big Sur, part of Hyatt, seeks a Guest Experience Manager to craft exceptional pre-arrival experiences through proactive outreach and personalized itineraries. You will lead the Concierge team and coordinate with Front Office to ensure a seamless guest journey from reservation to departure.

The role requires luxury hospitality experience, strong communication, and remote leadership capabilities to uphold Forbes standards while delivering highly tailored guest experiences in a remote

Qualifications

• Minimum 2-3 years of luxury hospitality experience.
• Experience in Concierge, Front Office, Guest Relations, or VIP Services preferred.
• Prior supervisory or leadership experience preferred.
• Excellent written and verbal communication skills.
• Strong organizational and time-management abilities.
• Ability to manage multiple priorities in a fast-paced environment.
• Exceptional attention to detail.
• Strong problem-solving and decision-making skills.
• Proficiency with hotel property management systems and Microsoft Office.
• Ability to work independently in a remote environment while maintaining close collaboration with on-property teams.

Responsibilities

• Provide day-to-day leadership, coaching, and support to the Concierge team.
• Partner with Front Office leadership to ensure operational readiness for arrivals.
• Assist with guest recovery opportunities and service escalations as needed.
• Maintain Forbes standards while supporting departmental goals.
• Review daily arrivals and prioritize outreach based on guest profile and reservation details.
• Support coverage for Concierge and Front Office functions as needed.
• Monitor departmental communication and ensure timely follow-up on requests.
• Assist with onboarding of Concierge team members.
• Coordinate with Housekeeping, Food & Beverage, Spa, Activities, Transportation to enhance guest experiences.

Skills

Guest relations

Communication

Leadership

Time management

Problem-solving

Microsoft Office

Property management system

Tools

Hotel PMS

Microsoft Office

Job description

Alila Ventana Big Sur, part of Hyatt, seeks a Guest Experience Manager to craft exceptional pre-arrival experiences through proactive outreach and personalized itineraries. You will lead the Concierge team and coordinate with Front Office to ensure a seamless guest journey from reservation to departure.

The role requires luxury hospitality experience, strong communication, and remote leadership capabilities to uphold Forbes standards while delivering highly tailored guest experiences in a remote