Description

Summary

Overview:
At Hyatt, we believe our guests select Hyatt because of our caring and attentive associates who are focused on providing efficient service and meaningful experiences.

At Alila Napa Valley, we create extraordinary moments that celebrate connection, authenticity, and the spirit of wine country. Our resort blends modern luxury with the natural beauty of Napa Valley, offering an intimate escape for discerning travelers. Every colleague plays a key role in delivering personalized, intuitive service that makes each stay truly memorable.

We are seeking a VIP Manager to lead the design and execution of unforgettable guest journeys for our most valued guests. This role blends the elevated service expertise of a Lead Concierge with the leadership presence of a Guest Experience Supervisor. The VIP Manager ensures seamless, anticipatory service throughout every stage of the guest journey from pre-arrival planning and bespoke experiences to in-stay touches and thoughtful post-departure follow-up.

This position partners closely with departments across the resort to align on guest preferences and deliver the highest standards of luxury hospitality. In addition, the VIP Manager provides leadership and guidance to our Concierge, Front Office, and Guest Services teams, fostering a culture of warmth, excellence, and attention to detail.

Why Work With Us:
• Competitive salary and benefits package
• Paid time off from date of hire
• Medical, dental, and vision insurance
• 12 free nights at Hyatt hotels worldwide + colleague rates
• $1,000 annual wellness/education reimbursement
• A unique opportunity to lead in a Forbes-rated luxury setting with a close-knit, passionate

Be part of a team committed to delivering personalized, elevated service in one of Napa Valley's most serene and sophisticated destinations. Hyatt associates work in an environment that demands exceptional performance yet reaps great rewards. Whether it is career opportunities, job enrichment or a supportive work environment, if you are ready for this challenge, then we are ready for you.

Responsibilities:
• Oversee all aspects of the VIP guest experience, ensuring personalized, high-touch service from arrival to departure.
• Act as liaison between travel agency partners and the operations team to include reservations details, guest special needs and requests
• Serve as the primary point of contact for repeat VIP guests, high-profile travelers, and special occasions, building genuine relationships and anticipating unique needs.
• Coordinate with both internal resources and external partners to execute flawless guest experiences.
• Curate bespoke itineraries, dining experiences, wine tours, and surprise-and-delight moments that highlight the best of Napa Valley.
• Supervise Concierge associates, supporting training, development, and service consistency.
• Assist in the development and update of SOP's, training manuals, policies and procedures.
• Maintain detailed guest profiles, notes, and reports to enhance future stays and ensure continuity across the property.
• Champion Forbes and luxury hospitality standards, driving both guest satisfaction and team performance.

Qualifications

Qualifications:
• Previous experience in supervisory role in a luxury setting, with a background in concierge, guest experience, or VIP services.
• Analyze and communicate guest feedback via HySat, Medallia, and WeCare platforms to identify trends and service opportunities.
• Strong knowledge of Napa Valley, including dining, wineries, cultural experiences, and luxury partnerships.
• Proven ability to deliver highly personalized guest experiences with discretion and poise.
• Leadership skills with experience training or mentoring team members in a luxury setting.
• Strong organizational and problem-solving abilities; able to manage multiple priorities with grace.
• Respond to and resolve guest issues and emergencies swiftly and discreetly, prioritizing satisfaction and loyalty while maintaining Hyatt Values.
• Exceptional communication skills, both verbal and written, with the ability to connect authentically with diverse guests.
• Flexibility to work a varied schedule, including evenings, weekends, and holidays as required.
• Familiarity with hotel property management systems preferred.
• Ability to work independently and as part of a team, leading by example.

Physical Requirements:
• Ability to stand for extended periods and move throughout the property.
• Capable of lifting, pushing, or pulling up to 25 pounds as needed.
• Frequent use of computer systems, phones, and standard office equipment.
• Must be able to work indoors in a front‑of‑house environment with constant guest interaction.