Role OverviewThe 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.
What You Will Do
Lead daily guest service operations, serve as an ambassador for the resort, handle escalated guest situations, ensure seamless communication across departments, and provide direct leadership and support to Concierge, Guest Service Operators, bell/valet and Campground teams.
Why It Might Be a Fit
The ideal candidate is a thoughtful leader, strong communicator, and service professional who understands luxury hospitality, anticipatory service, and the importance of creating meaningful, unhurried experiences.
Requirements
- Bachelor’s degree in Hospitality Management, Business, or related field
- 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
- Experience in a destination resort or experiential luxury brand
Benefits
- Medical, Dental, and Vision insurance
- 401(k) Retirement Savings Plan with company match
- Paid Time Off
- 7 observed holidays
- Tuition reimbursement
- Complimentary Hyatt hotel stays worldwide
- Ventana Big Sur Perks: Complimentary daily meals and gas stipend for eligible employees
- Colleague housing may be available based on availability and experience
]]>