Front Office Manager

Key Responsibilities

• Lead daily guest service operations to ensure a warm, welcoming, and highly personalized experience aligned with Alila brand standards.
• Serve as an ambassador for the resort, proactively engaging with guests to anticipate needs, resolve concerns, and create memorable moments.
• Handle escalated guest situations with empathy, discretion, and professionalism, ensuring service recovery aligns with luxury expectations.
• Ensure seamless communication across departments to support guest itineraries, special requests, and bespoke experiences.
• Lead direct leadership and support to Concierge, Guest Service Operators, bell/valet and Campground teams.
• Coach, mentor, and develop colleagues through ongoing feedback, performance management, and training initiatives.
• Partner with the Director of Guest Services on staffing, scheduling, and succession planning to support operational needs.
• Foster a culture of care, accountability, and collaboration consistent with Hyatt and Alila values.

Qualifications

• Bachelor’s degree in Hospitality Management, Business, or related field preferred.
• Minimum 3–5 years of progressive guest service or front office leadership experience in a luxury hotel or resort environment.
• Prior experience overseeing concierge or guest relations teams strongly preferred.
• Experience in a destination resort or experiential luxury brand is highly desirable.
• Exceptional interpersonal and communication skills with a calm, polished presence.
• Strong leadership abilities with a passion for coaching and developing teams.
• Able to balance operational efficiency with highly personalized service.
• Strong problem-solving skills and sound judgment in guest-facing situations.
• Proficiency in property management systems and guest service platforms.
• Flexible availability, including evenings, weekends, and holidays as required.

Salary Range

Salary Range: $80,000 – $90,000 annually. This is the base pay range we reasonably expect to pay for this position. Individual pay decisions will depend on a variety of factors, including experience, qualifications, education, and operational needs.

Benefits

• Full-time, exempt position with eligibility for Hyatt’s comprehensive benefits, including:
• 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
• Coleman housing may be available based on availability and experience