VIP & Upper Stories Host| Thompson Palm Springs Resort

About the Role

Thompson Palm Springs Resort is seeking an exceptional VIP & Upper Stories Host to create memorable, personalized experiences for guests staying in our exclusive Upper Stories 21+ accommodations, premium suites, and for other VIP guests and special arrivals. Since opening in 2024, Thompson Palm Springs has quickly established itself as the desert’s most coveted lifestyle resort in the heart of downtown Palm Springs. The ideal candidate is a hospitality professional who enjoys building relationships, anticipating guest needs, and creating memorable moments through genuine service. They are organized, detail-oriented, and thrive in a fast-paced environment where collaboration and guest satisfaction are top priorities. This position reports directly to the VIP & Upper Stories Manager.

Responsibilities

• Welcome Upper Stories guests, suite guests, VIPs, repeat guests, and other special arrivals with a personalized arrival experience.
• Partner with the VIP & Upper Stories Manager to coordinate guest preferences, special requests, amenities, and personalized experiences before and during each stay.
• Review daily arrivals to ensure guest preferences and special requests are prepared and communicated to the appropriate departments.
• Serve as the primary point of contact for assigned guests throughout their stay, responding promptly to requests and following through to completion.
• Coordinate dining reservations, spa appointments, cabana rentals, transportation, celebrations, and other guest experiences.
• Conduct personalized check-ins, room escorts, and resort orientations as appropriate.
• Build positive relationships with guests through proactive engagement and thoughtful service throughout the resort.
• Partner closely with Housekeeping, Food & Beverage, Spa, Engineering, Security, Front Office, and other departments to ensure a seamless guest experience.
• Assist with VIP room inspections and ensure accommodations and amenities are prepared prior to guest arrival.
• Document guest preferences, requests, and stay details accurately within Hyatt systems to support future visits.
• Respond to guest concerns with professionalism and urgency, resolving issues whenever possible and partnering with the VIP & Upper Stories Manager when additional support is needed.
• Maintain knowledge of Thompson Palm Springs Resort amenities, dining venues, local attractions, and resort programming to provide personalized recommendations.
• Represent Thompson Palm Springs Resort with professionalism, warmth, and genuine hospitality in every guest interaction.

What Success Looks Like

The successful VIP & Upper Stories Host creates memorable guest experiences through personalized service, strong relationships, and attention to detail. By working collaboratively with the VIP & Upper Stories Manager and resort teams, this individual helps ensure every Upper Stories and VIP guest feels welcomed, valued, and eager to return to Thompson Palm Springs Resort.

Requirements

• Two or more years of experience in hospitality, Front Office, Guest Relations, Concierge, VIP Services, or a related guest-facing role.
• Resort, lifestyle hotel, or boutique hotel experience preferred.
• Outstanding communication and interpersonal skills with a passion for creating positive guest experiences.
• Strong organizational skills with the ability to manage multiple priorities while maintaining attention to detail.
• Ability to anticipate guest needs and respond with thoughtful, personalized service.
• Professional demeanor and the ability to build rapport with a diverse range of guests.
• Comfortable working collaboratively across departments to deliver exceptional service.
• Experience with Hyatt systems or guest profile management preferred.
• Flexible schedule, including evenings, weekends, and holidays as business needs require.

Pay

The budgeted hourly rate for this role is $24. Decisions regarding individual hourly rates will be based on experience and education.

Benefits

• Health, Dental, Vision Insurance eligibility after 30 days of employment.
• 401k Retirement Savings Plan & Company Match.
• Paid Parental Leave & Adoption Assistance Program.
• Continued learning & development.
• Employee Assistance Programs.
• Paid Holidays.
• Complementary Colleague Meals.
• Free & Discounted Hotel Rooms at Hyatt Hotels around the World.