Guest Experience Manager

Hyatt

Guest Experience Manager curating luxury pre-arrival stays for Alila Ventana Big Sur. Leading Concierge support and coordinating VIP, Front Office, and resort experiences.

Posted 8/5/2026full-timeRemote • California • 🇺🇸 United StatesJuniorMid-Level💰 $64,000 per yearWebsite

Core Competencies

Role fit

Core Competencies

Use this summary to align your resume positioning with the role.

Demonstrates expertise in luxury hospitality with a focus on personalized guest experiences, effective communication, and strong organizational skills. Proficient in managing multiple priorities while ensuring operational readiness and adherence to Forbes standards.

Highest-signal resume keywords

Luxury Hospitality ExperienceConcierge ServicesGuest Relations ManagementLeadership and CoachingHotel Property Management Systems

ATS Keywords

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Applicant Tracking System Keywords

Tip: use these terms in your resume and cover letter to boost ATS matches.

Hard Skills

Guest Experience ManagementItinerary PlanningDining Reservations CoordinationTransportation CoordinationSpa Appointment ManagementAttention to DetailProblem-SolvingDecision-MakingTime ManagementOrganizational Skills

Soft Skills

Excellent Communication SkillsCollaborationAdaptabilityCustomer Service OrientationTeam Support

Tools & Technologies

Microsoft OfficeHotel Property Management Systems

Industry Keywords

Luxury HospitalityVIP ServicesConciergeFront OfficeGuest RecoveryForbes StandardsOperational ReadinessSpecial Events Management

About the role

Key responsibilities & impact

Conduct personalized pre-arrival outreach to guests via email and phone
Manage the Guest Experience inbox with timely, professional, and personalized responses
Build customized itineraries based on guest preferences, celebrations, and special occasions
Coordinate dining reservations, activities, transportation, spa appointments, and other resort experiences
Review guest history, preferences, loyalty information, daily arrivals, and reservation details to anticipate needs and prioritize outreach
Document and communicate guest requests to operational departments
Create memorable "wow" moments and personalized touches
Coordinate VIP arrivals, amenities, and special requests
Collaborate with department leaders to execute personalized guest experiences
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
Maintain Forbes standards and support departmental goals
Support Concierge and Front Office coverage when operationally necessary
Monitor departmental communication and follow up on outstanding requests
Assist with ongoing training and onboarding of Concierge team members
Partner with Housekeeping, Food & Beverage, Spa, Activities, Transportation, and other departments
Communicate guest expectations and operational needs to on-property leadership
Support special events, buyouts, and high-profile guest experiences

Requirements

What you’ll need

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

Benefits

Comp & perks

Free room nights
Discounted and Friends & Family Room Rates
Medical, Prescription, Dental and Vision Insurance
401K with company match
Paid Vacation, sick days, new child leave, and personal day
Paid Family Bonding Time and Adoption Assistance
Tuition Reimbursement
Free colleague meals during shift
Employee Stock Purchase Plan
Discounts at various retailers- Apple, AT&T, Verizon, Headspace and many more