Concierge $25-$30/hr with Service Charge

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Concierge $25-$30/hr with Service Charge SIGN ON BONUS $750

Alila

Alila Ventana Big Sur

US - CA - Big Sur

Guest Services

Hourly/Entry Level Employee

Full-time

Hourly US Dollar (USD) pay basis

Req ID: BIG000954

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Summary

About Us

Welcome to Alila Ventana Big Sur, where the sky, sea, mountains, and redwoods meet to create a sanctuary of inspiration and connection. Our Forbes Four-Star, Michelin Key-awarded resort offers immersive luxury experiences rooted in authenticity, nature, and personal transformation. We are proud to be part of the Hyatt Hotels and Alila families, and our team is united by a shared commitment to genuine hospitality, sustainability, and creating meaningful guest experiences. At Alila Ventana, luxury is not only defined by service, but by our dedication to preserving the natural beauty of Big Sur and integrating environmentally responsible practices into everything we do.

Position Overview

The Concierge plays an essential role in creating truly personalized and memorable experiences for our guests - beginning before they arrive and continuing throughout every moment of their stay. The Concierge provides attentive, genuine service that reflects the spirit of Big Sur and ensures that each interaction upholds Alila Ventana's luxury standards. Concierge team members are expected to integrate sustainable practices in their daily work, helping guests engage with our environment thoughtfully and responsibly. This position is ideal for someone who loves connecting with people, anticipating their needs, and curating unique experiences that surprise and delight. The Concierge works closely with the Front Office, Guest Services, Culinary, and all resort departments to deliver seamless service and heartfelt connections at every touchpoint.

Key Responsibilities

Pre-Arrival Engagement & Personalization

• 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
• Coordinate thoughtful pre-arrival touches that enhance the guest experience and demonstrate genuine care and anticipation of guest needs

Arrival & Onsite Service

• 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 curated activities that highlight the best of Big Sur and the Central Coast
• Work closely with the Food & Beverage and Culinary teams to coordinate special dining experiences, in-room amenities, and personalized touches
• 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

Communication & Collaboration

• Coordinate 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
• Assist 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, authentic connection, and environmental responsibility
• 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, discovery, and care for the natural world
• Serve as the subject-matter expert on all offered resort programming, experiences, and amenities
• Champion in-depth knowledge of local dining, activities, cultural offerings, and curated partnerships
• Lead VIP arrival experiences through personalized room orientations and the coordination of thoughtful, creative in-room amenities
• Train and develop concierge service standards through knowledge sharing, shadowing, and best-practice guidance
• Support onboarding and ongoing skill development related to guest experience, programming, and local expertise

Compensation & Benefits

• Hourly Rate: $21 per hour plus service charge. Total hourly earnings typically range between $25.00 - $30.00 per hour, depending on resort occupancy and business levels

• Full-time position with eligibility for Hyatt's comprehensive benefits, including complimentary hotel stays, wellness programs, tuition reimbursement, paid parental leave, and more

• Alila Ventana Big Sur Perks: Complimentary daily meals, paid meal breaks, gas stipend for qualified employees, and onsite housing for eligible candidates

• This position qualifies for a $750 sign on bonus!

Inclusion & Equal Opportunity

All qualified candidates will receive consideration for employment without regard to race, color, religion, sex, sexual orientation, gender identity, national origin, disability, or protected veteran status.

Qualifications

Qualifications & Experience

• 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

Work Environment & Physical Requirements

• Ability to stand, walk, and remain on feet for extended periods (up to 8-10 hours per shift)
• Occasional lifting and carrying of guest luggage and packages (up to 50 pounds)
• Comfortable working both indoors and outdoors in changing weather conditions
• Flexibility to adapt to changing guest needs and operational priorities

Apply

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