Guest Experience Manager

🔥 3 minutes ago

🏄 California – Remote

🏄 California – Remote

💵 $64k / year

⏰ Full Time

🟢 Junior

🟡 Mid-level

👔 Manager

🚫👨‍🎓 No degree required

🦅 H1B Visa Sponsor

This company has sponsored H1B visas in the past.

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Hyatt

WebsiteLinkedInAll Job Openings

10,000+ employees

🍽️ Food & Beverage

✈️ Travel

🛒 Retail

Food & Beverage • Travel • Retail

Hyatt is a global hospitality company that operates a range of hotels, resorts, and vacation properties. Known for its commitment to providing exceptional guest experiences, Hyatt offers various accommodation options, from luxury to more affordable stays. The company also focuses on sustainability and community engagement, ensuring responsible business practices in the hospitality sector.

📋 Description

• 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

• 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

• 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