Hybrid Guest Services Specialist at Ventana Big Sur, An Alila Resort

%3Cp%3EWelcome 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.%3C/p%3E%0A%3Cp%3E%3Cstrong%3EPosition Overview%3C/strong%3E%3Cbr data-start=%22611%22 data-end=%22614%22%3EThe Concierge plays an essential role in creating truly personalized and memorable experiences for our guests %26mdash; 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%26rsquo;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.%3C/p%3E%0A%3Cp data-start=%221323%22 data-end=%221779%22%3E%3Cstrong data-start=%221323%22 data-end=%221347%22%3EKey Responsibilities%3C/strong%3E%3Cbr data-start=%221347%22 data-end=%221350%22%3E%3Cstrong data-start=%221350%22 data-end=%221394%22%3EPre-Arrival Engagement %26amp; Personalization%3C/strong%3E%3Cbr data-start=%221394%22 data-end=%221397%22%3EConnect 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.%3C/p%3E%0A%3Cp data-start=%221781%22 data-end=%222434%22%3E%3Cstrong data-start=%221781%22 data-end=%221809%22%3EArrival %26amp; Onsite Service%3C/strong%3E%3C/p%3E%0A%3Cul%3E%0A%3Cli data-start=%221781%22 data-end=%222434%22 style=%22font-family: Arial;%22%3EWarmly welcome guests upon arrival, ensuring a seamless start to their stay.%3C/li%3E%0A%3Cli data-start=%221781%22 data-end=%222434%22 style=%22font-family: Arial;%22%3EProvide tailored recommendations and insider tips to match each guest%26rsquo;s interests.%3C/li%3E%0A%3Cli data-start=%221781%22 data-end=%222434%22 style=%22font-family: Arial;%22%3EArrange reservations, transportation, and bespoke activities that highlight the best of Big Sur and the Central Coast.%3C/li%3E%0A%3Cli data-start=%221781%22 data-end=%222434%22 style=%22font-family: Arial;%22%3EWork closely with the Food %26amp; Beverage and Culinary team to coordinate special dining experiences, in-room amenities, and personalized culinary touches.%3C/li%3E%0A%3Cli data-start=%221781%22 data-end=%222434%22 style=%22font-family: Arial;%22%3EAnticipate guest needs and proactively offer suggestions and solutions that elevate each visit.%3C/li%3E%0A%3Cli data-start=%221781%22 data-end=%222434%22 style=%22font-family: Arial;%22%3EHandle guest inquiries, requests, and concerns promptly, professionally, and with genuine care.%3C/li%3E%0A%3C/ul%3E%0A%3Cp style=%22font-family: Arial;%22%3E%3Cstrong data-start=%222436%22 data-end=%222469%22%3ECommunication %26amp; Collaboration%3C/strong%3E%3C/p%3E%0A%3Cul%3E%0A%3Cli style=%22font-family: Arial;%22%3ECoordinate with the Front Office, Guest Services, Housekeeping, Culinary, and Food %26amp; Beverage teams to ensure flawless execution of guest preferences and special requests.%26nbsp;%3C/li%3E%0A%3Cli data-start=%222436%22 data-end=%222956%22 style=%22font-family: Arial;%22%3EMaintain accurate guest profiles, special notes, and VIP details to personalize each visit and future stays.%3C/li%3E%0A%3Cli data-start=%222436%22 data-end=%222956%22 style=%22font-family: Arial;%22%3EAssist in creating and updating concierge resources, local partner contacts, and guest itinerary materials.%3C/li%3E%0A%3Cli data-start=%222436%22 data-end=%222956%22 style=%22font-family: Arial;%22%3ESupport the Front Desk team with check-ins, check-outs, and lobby guest interactions as needed.%3C/li%3E%0A%3C/ul%3E%0A%3Cp data-start=%222958%22 data-end=%223400%22%3E%3Cstrong data-start=%222958%22 data-end=%222999%22%3ELuxury Standards %26amp; Service Excellence%3C/strong%3E%3C/p%3E%0A%3Cul%3E%0A%3Cli data-start=%222958%22 data-end=%223400%22 style=%22font-family: Arial;%22%3EEnsure every guest interaction reflects Alila Ventana%26rsquo;s commitment to luxury service and authentic connection.%3C/li%3E%0A%3Cli data-start=%222958%22 data-end=%223400%22 style=%22font-family: Arial;%22%3EResolve guest concerns with grace and follow through to ensure complete satisfaction. Maintain a polished, organized, and welcoming concierge desk and lobby presence.%3C/li%3E%0A%3Cli data-start=%222958%22 data-end=%223400%22 style=%22font-family: Arial;%22%3EServe as an authentic ambassador for Alila Ventana and the Big Sur region, embodying our spirit of warmth and discovery.%3C/li%3E%0A%3C/ul%3E%0A%3Cp%3E%3Cstrong%3ECompensation%3C/strong%3E: The wage range for this opportunity is Hourly Rate: %2418.00 %26ndash; %2421.50 per hour plus service charge. Total hourly earnings typically range between %2425.00 %26ndash; %2430.00 per hour, depending on resort occupancy and business levels.%3C/p%3E%0A%3Cp class=%22MsoNormal%22 style=%22mso-margin-top-alt: auto; mso-margin-bottom-alt: auto; margin-left: 38.0pt; text-indent: -20.0pt;%22%3E%3Cspan style=%22font-size: 10.0pt; line-height: 107%; font-family: %27Tahoma%27,sans-serif; mso-fareast-font-family: Calibri;%22%3E%3Cstrong style=%22mso-bidi-font-weight: normal;%22%3EHyatt is proud%26nbsp;%3C/strong%3E%3C/span%3E%3Cstrong%3E%3Cspan style=%22font-size: 10.0pt; line-height: 107%; font-family: %27Tahoma%27,sans-serif; mso-fareast-font-family: %27Times New Roman%27; background: white;%22%3Eto offer exceptional benefits, which include%3C/span%3E%3C/strong%3E%3C/p%3E%0A%3Cul type=%22disc%22%3E%0A%3Cli class=%22MsoNormal%22 style=%22mso-margin-top-alt: auto; mso-margin-bottom-alt: auto; line-height: normal; mso-list: l1 level1 lfo1; tab-stops: list .5in;%22%3E%3Cspan style=%22font-size: 10.0pt; font-family: %27Tahoma%27,sans-serif; mso-fareast-font-family: %27Times New Roman%27;%22%3EAnnual allotment of free hotel stays at Hyatt hotels globally%3C/span%3E%3C/li%3E%0A%3Cli class=%22MsoNormal%22 style=%22mso-margin-top-alt: auto; mso-margin-bottom-alt: auto; line-height: normal; mso-list: l1 level1 lfo1; tab-stops: list .5in;%22%3E%3Cspan style=%22font-size: 10.0pt; font-family: %27Tahoma%27,sans-serif; mso-fareast-font-family: %27Times New Roman%27;%22%3EWork-life benefits including well-being initiatives such as a complimentary Headspace subscription, and tuition reimbursement.%3C/span%3E%3C/li%3E%0A%3Cli class=%22MsoNormal%22 style=%22mso-margin-top-alt: auto; mso-margin-bottom-alt: auto; line-height: normal; mso-list: l1 level1 lfo1; tab-stops: list .5in;%22%3E%3Cspan style=%22font-size: 10.0pt; font-family: %27Tahoma%27,sans-serif; mso-fareast-font-family: %27Times New Roman%27;%22%3EA global family assistance policy with paid time off following the birth or adoption of a child as well as financial assistance for adoption%3C/span%3E%3C/li%3E%0A%3Cli class=%22MsoNormal%22 style=%22mso-margin-top-alt: auto; mso-margin-bottom-alt: auto; line-height: normal; mso-list: l1 level1 lfo1; tab-stops: list .5in;%22%3E%3Cspan style=%22font-size: 10.0pt; font-family: %27Tahoma%27,sans-serif; mso-fareast-font-family: %27Times New Roman%27;%22%3EPaid Time Off%3C/span%3E%3C/li%3E%0A%3Cli class=%22MsoNormal%22 style=%22mso-margin-top-alt: auto; mso-margin-bottom-alt: auto; line-height: normal; mso-list: l1 level1 lfo1; tab-stops: list .5in;%22%3E%3Cspan style=%22font-size: 10.0pt; font-family: %27Tahoma%27,sans-serif; mso-fareast-font-family: %27Times New Roman%27;%22%3E401k benefits%3C/span%3E%3C/li%3E%0A%3Cli class=%22MsoNormal%22 style=%22mso-margin-top-alt: auto; mso-margin-bottom-alt: auto; line-height: normal; mso-list: l1 level1 lfo1; tab-stops: list .5in;%22%3E%3Cspan style=%22font-size: 10.0pt; font-family: %27Tahoma%27,sans-serif; mso-fareast-font-family: %27Times New Roman%27;%22%3EMedical, Dental, Vision, after 30 days of employment%3C/span%3E%3C/li%3E%0A%3C/ul%3E%0A%3Cp class=%22MsoNormal%22 style=%22mso-margin-top-alt: auto; mso-margin-bottom-alt: auto; margin-left: 50.5pt; text-indent: -32.5pt; line-height: normal;%22%3E%3Cstrong style=%22mso-bidi-font-weight: normal;%22%3E%3Cspan style=%22font-size: 10.0pt; font-family: %27Tahoma%27,sans-serif; mso-fareast-font-family: %27Times New Roman%27;%22%3EVentana Big Sur colleagues enjoy%3C/span%3E%3C/strong%3E%3C/p%3E%0A%3Cul type=%22disc%22%3E%0A%3Cli class=%22MsoNormal%22 style=%22mso-margin-top-alt: auto; mso-margin-bottom-alt: auto; line-height: normal; mso-list: l0 level1 lfo2; tab-stops: list .5in;%22%3E%3Cspan style=%22font-size: 10.0pt; font-family: %27Tahoma%27,sans-serif; mso-fareast-font-family: %27Times New Roman%27;%22%3EPaid meal breaks%26nbsp;%3C/span%3E%3C/li%3E%0A%3Cli class=%22MsoNormal%22 style=%22mso-margin-top-alt: auto; mso-margin-bottom-alt: auto; line-height: normal; mso-list: l0 level1 lfo2; tab-stops: list .5in;%22%3E%3Cspan style=%22font-size: 10.0pt; font-family: %27Tahoma%27,sans-serif; mso-fareast-font-family: %27Times New Roman%27;%22%3EGas stipend for qualified candidates%26nbsp;%3C/span%3E%3C/li%3E%0A%3Cli class=%22MsoNormal%22 style=%22mso-margin-top-alt: auto; mso-margin-bottom-alt: auto; line-height: normal; mso-list: l0 level1 lfo2; tab-stops: list .5in;%22%3E%3Cspan style=%22font-size: 10.0pt; font-family: %27Tahoma%27,sans-serif; mso-fareast-font-family: %27Times New Roman%27;%22%3EComplimentary daily meal%3C/span%3E%3Cspan style=%22font-size: 10.0pt; font-family: %27Tahoma%27,sans-serif; mso-fareast-font-family: %27Times New Roman%27;%22%3E%3C/span%3E%3C/li%3E%0A%3C/ul%3E%0A%3Cp style=%22line-height: normal; font-family: Arial;%22%3E%3Cspan style=%22font-size: 10.0pt; font-family: %27Tahoma%27,sans-serif; mso-fareast-font-family: %27Times New Roman%27;%22%3E%3C/span%3E%3C/p%3E%0A%3Cp class=%22MsoNormal%22 style=%22mso-margin-top-alt: auto; mso-margin-bottom-alt: auto; line-height: normal;%22%3EAll 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.%3Cspan style=%22font-size: 12.0pt; mso-fareast-font-family: %27Times New Roman%27; mso-bidi-font-family: Calibri; mso-bidi-theme-font: minor-latin;%22%3E%3Co:p%3E%3C/o:p%3E%3C/span%3E%3C/p%3E

Qualifications & Experience

• 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.

Work Environment & Physical Requirements

• 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.

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