VIP Guest Experience Leader | Hospitality Ops & Analytics

Hyatt Hotels Corporation; Indio (CA); On-site; USD 68,000 - 83,000; Full time

Job summary

Grand Hyatt Indian Wells Resort and Villas in Indian Wells, CA, seeks a Guest Experience Manager to elevate the guest journey across the villa and resort VIP experience. You will supervise front office colleagues, partner with Sales, Marketing, and Housekeeping, and drive service excellence.

You will analyze guest satisfaction metrics, mentor staff, and implement recognition programs while upholding brand standards and safety guidelines.

Qualifications

• Minimum of 2 years of hospitality management experience.
• Proficient in Microsoft Word and Excel.
• Strong analytical skills with guest satisfaction metrics experience.

Responsibilities

• Oversee VIP arrival, stay, and departure process ensuring personalized service.
• Anticipate guest needs and promptly resolve issues.
• Collaborate with Sales, Marketing and Housekeeping for special amenities and experiences.
• Supervise, schedule and coach front office colleagues with Front Office Manager.
• Foster engagement, accountability and continuous improvement across teams.
• Conduct regular service training focusing on excellence and upselling.

Skills

Hospitality management

Guest relations

Team leadership

Analytics

Tools

Microsoft Word

Excel

Job description

Grand Hyatt Indian Wells Resort and Villas in Indian Wells, CA, seeks a Guest Experience Manager to elevate the guest journey across the villa and resort VIP experience. You will supervise front office colleagues, partner with Sales, Marketing, and Housekeeping, and drive service excellence.

You will analyze guest satisfaction metrics, mentor staff, and implement recognition programs while upholding brand standards and safety guidelines.