Guest Services Specialist

Salary Details

Salary Description: Competetive Salary Offered

Job Description For Guest Services Specialist

Description

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.

Position Overview
The Concierge plays an essential role in creating truly personalized and memorable experiences for our guests - beginning before they arrive and continuing throughout every moment of their stay. The Concierge provides attentive, genuine service that reflects the beauty and spirit of Big Sur and ensures that each interaction upholds Alila Ventana's luxury standards. This position is ideal for someone who loves connecting with people, anticipating their needs, and curating unique experiences that surprise and delight. The Concierge works closely with the Front Office, Guest Services, Culinary, and all resort departments to deliver seamless luxury service and heartfelt connections at every touchpoint.

Key Responsibilities
Pre-Arrival Engagement & Personalization
Connect with guests prior to arrival to learn preferences, arrange special requests, and craft personalized itineraries. Communicate with guests via phone and email to confirm reservations, amenities, and unique experiences before they arrive. Coordinate thoughtful pre-arrival touches that enhance the luxury experience and demonstrate genuine care and anticipation of guest needs.

Arrival & Onsite Service

• Warmly welcome guests upon arrival, ensuring a seamless start to their stay.
• Provide tailored recommendations and insider tips to match each guest's interests.
• Arrange reservations, transportation, and bespoke activities that highlight the best of Big Sur and the Central Coast.
• Work closely with the Food & Beverage and Culinary team to coordinate special dining experiences, in-room amenities, and personalized culinary touches.
• Anticipate guest needs and proactively offer suggestions and solutions that elevate each visit.
• Handle guest inquiries, requests, and concerns promptly, professionally, and with genuine care.

• Coordinate with the Front Office, Guest Services, Housekeeping, Culinary, and Food & Beverage teams to ensure flawless execution of guest preferences and special requests.
• Maintain accurate guest profiles, special notes, and VIP details to personalize each visit and future stays.
• Assist in creating and updating concierge resources, local partner contacts, and guest itinerary materials.
• Support the Front Desk team with check-ins, check-outs, and lobby guest interactions as needed.

• Ensure every guest interaction reflects Alila Ventana's commitment to luxury service and authentic connection.
• Resolve guest concerns with grace and follow through to ensure complete satisfaction. Maintain a polished, organized, and welcoming concierge desk and lobby presence.
• Serve as an authentic ambassador for Alila Ventana and the Big Sur region, embodying our spirit of warmth and discovery.

• Annual allotment of free hotel stays at Hyatt hotels globally
• Work-life benefits including well-being initiatives such as a complimentary Headspace subscription, and tuition reimbursement.
• A global family assistance policy with paid time off following the birth or adoption of a child as well as financial assistance for adoption
• Paid Time Off
• 401k benefits
• Medical, Dental, Vision, after 30 days of employment

• Paid meal breaks
• Gas stipend for qualified candidates
• Complimentary daily meal

• High school diploma or equivalent required; coursework in Hospitality, Tourism, or Communications preferred.
• Previous luxury hotel concierge or guest services experience strongly preferred.
• Deep knowledge of local attractions, dining, hiking, arts, and culture in Big Sur and surrounding areas - or enthusiasm to learn quickly.
• Excellent written and verbal communication skills, with a professional and engaging presence.
• Strong problem-solving and interpersonal skills; ability to multitask and remain gracious under pressure.
• Flexible schedule availability, including weekends, evenings, and holidays.
• Valid driver's license required.

• Ability to stand, walk, and remain on feet for extended periods (up to 8-10 hours per shift).
• Occasional lifting and carrying of guest luggage and packages (up to 50 pounds).
• Comfortable working both indoors and outdoors in changing weather conditions.
• Flexibility to adapt to changing guest needs and operational priorities.