Alila Napa Valley

At Alila Hotels, a Hyatt Hotels brand, we believe our guests select our luxury resort because of our caring and attentive colleagues who are focused on providing efficient service and meaningful, surprisingly different experiences. As a member of the Assistant Executive Committee, the Front Office Manager is a highly visible role with exposure to Senior and Corporate leadership. This position reports to the Director of Rooms, who oversees Housekeeping, Front Office, and Guest Service departments.

The Front Office Manager oversees hotel services including Front Desk operations, Guest Services and Guest Experience. Conducts weekly or monthly department meetings, including monthly financial review with subordinate managers & senior hotel directors. Prepares revenue & occupancy reporting & monitors labor expenses through schedule approval process. Hires, manages & trains subordinate managers & employees. The Front Office Manager should possess strong communication skills and demonstrate leadership abilities. The ideal candidate will have strong leadership skills, a keen eye for detail and previous luxury hotel experience. The salary range for this position is $66,100 - $80,900.

The Guest Experience Manager is responsible for overseeing and enhancing the overall guest experience at the hotel. They are the primary point of contact for VIP guests, ensuring their needs are met and expectations exceeded. The Guest Experience Manager collaborates with various departments to coordinate and deliver exceptional service, resolves guest issues, and implements strategies to continuously improve guest satisfaction.

Key Responsibilities:

Guest Relations:

● Engage in proactive and personalized communication with guests prior to their arrival.

● Provide personalized assistance, anticipating and fulfilling guests' needs throughout their stay.

● Handle guest inquiries, requests, and complaints promptly and professionally.

● Continuously seek opportunities to enhance the guest experience, such as implementing innovative technologies, personalized services, or unique amenities.

Team Leadership:

● Collaborate with different departments, such as Front Office, Housekeeping, Food and Beverage, and Concierge, to ensure a smooth guest experience.

● Conduct regular meetings to communicate guest feedback and implement training initiatives.

● Coordinate special requests or arrangements for guests, including room upgrades, dining reservations, and special occasion celebrations.

Guest Feedback Analysis:

● Analyze guest satisfaction surveys and feedback in HySat/Medallia to identify trends and implement improvement strategies.

● Monitor and address guest reviews and feedback directly.

VIP and Special Guest Management:

● Coordinate special arrangements for VIP guests to ensure a personalized experience.

● Maintain a GEM note database of guest preferences and requirements, using the information to enhance future visits.

● Identify opportunities to surprise and delight guests, creating unique and memorable experiences.

Crisis Management:

● Act as the central point of contact for guest complaints and compliments recorded in WeCare, diligently coordinating with the appropriate departments to ensure swift and effective resolution of any issues or concerns raised by guests, while also ensuring that positive feedback is shared and acknowledged appropriately.

● Handle guest emergencies and difficult situations calmly and efficiently, providing swift resolutions with a focus on guest satisfaction.

Qualifications

● Bachelor's degree in Hospitality Management or a related field (preferred).

● Proven experience in a guest relations or guest services role within the hospitality industry.

● Excellent interpersonal and communication skills, with the ability to build rapport and establish positive relationships with guests and team members.

● Strong problem-solving and conflict resolution abilities.

● Detail-oriented with exceptional organizational and multitasking skills.