Front Office Manager - Luxury Destination Resort

Organization – Ventana Big Sur, An Alila Resort Welcome to Alila Ventana Big Sur, where the sky, sea, mountains, and redwoods meet to create a sanctuary of inspiration and connection. Our luxury resort embodies authenticity and exceptional service, offering transformative guest experiences that honor our stunning Big Sur surroundings. Part of the Hyatt Hotels family, Alila Ventana seeks passionate individuals who thrive on genuine hospitality, teamwork, and creating meaningful moments that exceed expectations. Role Overview The Guest Experience Manager plays a vital leadership role in delivering seamless, intuitive, and personalized guest journeys from arrival through departure. Reporting to the Director of Guest Services, this position provides direct oversight of Concierge, Guest Service Operators, and the Campground, ensuring exceptional service standards across all guest touchpoints. Key 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. Compensation & Benefits Full‑time, exempt position with salary range $80,000 – $90,000 annually. Eligible for Hyatt’s comprehensive benefits: Medical, Dental, and Vision insurance; 401(k) retirement savings plan with company match; Paid Time Off and 7 observed holidays; Tuition reimbursement; Complimentary Hyatt hotel stays worldwide. Ventana Big Sur Perks: Complimentary daily meals and gas stipend for eligible employees. Qualifications Education & Experience Bachelor’s degree in Hospitality Management, Business, or a related field preferred. Minimum 3–5 years of progressive guest service or front office leadership experience in a luxury hotel or resort environment. Prior experience overseeing concierge or guest relations teams strongly preferred. Experience in a destination resort or experiential luxury brand is highly desirable. Strong leadership abilities with a passion for coaching and developing teams. Ability to balance operational efficiency with highly personalized service. Strong problem‑solving skills and sound judgment in guest‑facing situations. Proficiency in property management systems and guest service platforms. Flexible availability, including evenings, weekends, and holidays as required. All qualified candidates will receive consideration for employment without regard to race, color, religion, sex, sexual orientation, gender identity, national origin, disability, or protected veteran status. #J-18808-Ljbffr Alila Hotels