VIP Manager
About The Position
The VIP Manager plays a central role in creating unforgettable, deeply personalized stays for our most discerning guests and villa owners. This position leads and enhances the full VIP journey - from pre-arrival communication and special arrangements to in-stay experiences and post-departure follow-up. This leader partners with multiple departments across the resort to ensure our VIP guests receive seamless, anticipatory service that reflects Alila Ventana Big Sur's Forbes 4-Star and Michelin Key standards. In addition to overseeing VIP services, this position supports and guides the Experience and Concierge team in delivering thoughtful and elevated guest interactions.
Requirements
- Previous hotel supervisory or management experience required
- Familiarity with concierge and guest service responsibilities required
- Excellent communication and interpersonal skills
- Proven leadership abilities with a passion for developing and supporting team members
- Ability to build positive, effective relationships with colleagues across multiple departments
- Valid driver's license required
- Flexible schedule required, including weekends, evenings, and holidays
- Ability to stand, walk, and move throughout the resort for extended periods
- Must be able to lift up to 50 pounds occasionally
- Ability to work both indoors and outdoors in varying weather conditions
Nice To Haves
- Luxury resort or Forbes-rated property experience preferred
Responsibilities
- Manage all aspects of the VIP guest experience, including special requests, amenities, and surprise-and-delight moments.
- Serve as the primary contact for villa owners and repeat guests to ensure a consistent, high-touch service experience.
- Partner with departments including Front Office, Housekeeping, Culinary, Spa, and Events to align on guest preferences and experience details.
- Coordinate transportation, excursions, and customized experiences across Big Sur and surrounding regions.
- Communicate guest needs and preferences clearly and proactively with operating teams.
- Assist in training and guiding concierge and guest service team members.
- Act as Manager on Duty when assigned and maintain a warm, visible presence throughout the resort.
- Support operational organization through detailed note-taking, guest profile updates, and internal reports.
Benefits
- Medical, Dental, and Vision insurance
- 401(k) Retirement Savings Plan with company match
- Paid Time Off and 7 observed holidays
- Tuition reimbursement
- Complimentary Hyatt hotel stays worldwide
- Ventana Big Sur Perks: Complimentary daily meals and gas stipend for eligible employees
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What This Job Offers
Job Type
Full-time
Career Level
Manager
Industry
Accommodation
Education Level
No Education Listed
Number of Employees
5,001-10,000 employees
