Guest Services Specialist - $25 – $30/hr with Service Charge

Key Responsibilities

• 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.
• Carefully coordinate thoughtful pre-arrival touches that enhance the luxury experience and demonstrate genuine care and anticipation of guest needs.
• 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.
• Coordinate special dining experiences, in-room amenities, and personalized culinary touches with the Food & Beverage and Culinary team.
• 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.
• Cook up 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.
• Aid 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.

Luxury Standards & Service Excellence

• 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.

Compensation

Compensation: The wage range for this opportunity is Hourly Rate: $18.00 – $21.50 per hour plus service charge. Total hourly earnings typically range between $25.00 – $30.00 per hour, depending on resort occupancy and business levels.

Hyatt Benefits

• 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
• Ventana Big Sur colleagues enjoy Paid meal breaks
• Gas stipend for qualified candidates
• Complimentary daily meal

Qualifications

• 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.