VIP & Upper Stories Manager | Thompson Palm Springs Resort

About the role

The VIP & Upper Stories Manager at Thompson Palm Springs Resort serves as the curator of the most elevated guest journeys, overseeing personalized experiences for guests in exclusive Upper Stories 21+ accommodations, premium suites, and high-priority VIP arrivals.

Responsibilities

• Serve as the primary ambassador and experience curator for Upper Stories guests, suite guests, VIPs, repeat guests, and special arrivals.
• Lead all pre-arrival planning, guest preference management, itinerary coordination, amenity programming, and personalized communication efforts.
• Review daily arrivals and proactively identify opportunities to elevate guest experiences through customized service and thoughtful touches.
• Cook up cabana reservations, special occasion experiences, dining reservations, transportation arrangements, and other guest requests.
• Conduct dedicated VIP and suite arrivals, providing personalized check-in experiences and seamless introductions to the resort.
• Maintain regular communication with guests before, during, and after their stay to ensure exceptional service recovery and guest satisfaction.
• Partner closely with Housekeeping, Food & Beverage, Spa, Security, Engineering, and Sales teams to execute guest experiences flawlessly.
• Support daily Front Office operations and act as Manager on Duty as assigned.
• Aid in overseeing front desk operations, service standards, training initiatives, and guest engagement programs.
• Monitor guest feedback, online reviews, and service recovery opportunities to continuously improve the luxury guest experience.
• Ensure all guest preferences, profiles, and stay histories are accurately maintained within Hyatt systems.
• Actively engage with guests throughout the resort, building relationships that foster loyalty and repeat visitation.

Qualifications

• Minimum 3-5 years of luxury hotel experience in Front Office, Rooms Operations, Guest Relations, VIP Services, or a related hospitality leadership role.
• Previous supervisory or management experience preferred.
• Luxury, lifestyle, resort, or boutique hotel experience strongly preferred.
• Exceptional communication, interpersonal, and relationship-building skills.
• Highly organized with the ability to manage multiple priorities and guest requests simultaneously.
• Strong attention to detail and commitment to service excellence.
• Ability to anticipate guest needs and create personalized experiences.
• Proven ability to lead with professionalism, warmth, confidence, and discretion.
• Experience with Hyatt systems and guest profile management preferred.
• Flexible schedule including evenings, weekends, and holidays as business demands require.