Remote Luxury Guest Experience Leader (VIP & Pre-Arrival)

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

Benefits offered by this job

Free room nights

Medical, Prescription, Dental, Vision

401K with company match

Paid Vacation and personal days

Adoption Assistance

Tuition Reimbursement

Employee Stock Purchase Plan

Staff discounts

Job summary

Hyatt Hotels Corporation seeks a Guest Experience Manager for a remote leadership role at Alila Ventana Big Sur, focused on pre-arrival guest experiences and VIP services. You will coordinate with Concierge and Front Office teams to ensure seamless arrivals and personalized stays in a luxury setting.

The position demands 2–3 years in luxury hospitality, strong communication, and the ability to lead remotely while collaborating on-site.

Qualifications

• Minimum 2-3 years of luxury hospitality experience.
• Previous 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

• Lead and coordinate Guest Experience & Pre-Arrival activities, ensuring proactive guest outreach.
• Manage the Guest Experience inbox with timely, personalized responses.
• Create customized itineraries based on guest preferences and occasions.
• Arrange dining, activities, transportation, spa, and other resort experiences.
• Oversee VIP arrivals and collaborate with department leaders for personalized experiences.
• Provide day-to-day leadership and coaching to the Concierge team and coordinate with Front Office.
• Monitor arrivals, communicate guest expectations, and support service recovery as needed.
• Maintain Forbes standards while supporting departmental goals.
• Assist with onboarding and training of Concierge staff and cross-department coordination.

Skills

Luxury hospitality

Leadership

Communication

PMS systems

Microsoft Office

Remote work

Tools

Hotel PMS

Microsoft Office

Job description

Hyatt Hotels Corporation seeks a Guest Experience Manager for a remote leadership role at Alila Ventana Big Sur, focused on pre-arrival guest experiences and VIP services. You will coordinate with Concierge and Front Office teams to ensure seamless arrivals and personalized stays in a luxury setting.

The position demands 2–3 years in luxury hospitality, strong communication, and the ability to lead remotely while collaborating on-site.