Concierge - $24-$30/hr with Service Charge

Forbes Four-Star Rated | Awarded Two MICHELIN Keys by the MICHELIN Guide

A Destination of Sustainable Luxury

Welcome to Alila Ventana Big Sur

At the edge of the continent-where the sky, sea, mountains, and redwoods meet-you'll find a sanctuary of profound beauty and inspiration. Alila Ventana Big Sur is a luxury, all-inclusive resort rooted in nature, discovery, and wellbeing. We are proud to be Forbes Four-Star rated and awarded Two MICHELIN Keys by the MICHELIN Guide, distinctions that recognize our unwavering commitment to excellence, authenticity, and transformative hospitality.

As part of the Hyatt Hotels family and the design-forward Alila brand, we offer sustainable luxury-high-touch, low-impact experiences that honor the land and elevate the human spirit. We seek passionate individuals who embody warmth, curiosity, and creativity, and who thrive in a guest-centered culture of connection and care.

Position Overview

The Concierge plays a central role in curating deeply personal, meaningful experiences throughout the guest journey. From thoughtful pre-arrival touches to one-of-a-kind onsite moments, this position offers the opportunity to create memories that resonate long after a guest departs.

Whether arranging an exclusive dinner in the redwoods, coordinating a private hike along the coast, or simply knowing when to add a handwritten note, our Concierge team delivers intuitive, graceful service aligned with our Forbes and MICHELIN standards. This is a high-touch, collaborative role best suited to someone who loves people, storytelling, and the power of place.

Key Responsibilities

Pre-Arrival Personalization

• Connect with guests in advance to learn about preferences, milestones, and special requests
• Create customized itineraries that reflect the spirit of Big Sur and align with guest goals
• Confirm all bookings and logistics with clarity and hospitality, enhancing anticipation
• Incorporate thoughtful details and pre-arrival amenities that reflect Hyatt's purpose of care

Onsite Guest Experience

• Greet guests warmly and personally upon arrival; serve as a reliable point of contact throughout the stay
• Make local recommendations with authenticity and enthusiasm-from trails and restaurants to hidden gems
• Coordinate reservations, transportation, and exclusive resort or offsite experiences
• Collaborate with Culinary, Housekeeping, and Spa teams to ensure the flawless execution of guest touchpoints
• Handle inquiries and concerns gracefully and confidentially, ensuring follow-through and guest satisfaction

Team Communication & Collaboration

• Maintain accurate guest profiles, VIP flags, and preference notes to support consistent personalization
• Partner closely with the Front Desk and Guest Services to ensure seamless arrivals and departures
• Update and manage concierge resources, preferred vendor lists, and guest-facing materials
• Assist with check-ins, check-outs, and lobby ambiance as needed

Luxury Standards & Brand Representation

• Uphold and embody the standards that earned our resort its Forbes Four-Star rating and Two MICHELIN Keys by the MICHELIN Guide
• Represent Alila's approach to sustainable luxury-where exceptional service and environmental stewardship are inseparable
• Maintain a polished, grounded, and welcoming presence that reflects the essence of Big Sur
• Solve challenges with empathy, integrity, and initiative-always placing the guest at the center

Compensation & Benefits

• Base Hourly Rate: $18.00 - $22.00 per hour

This is the base hourly pay range for this position at Ventana Big Sur and what Alila Resort, part of Hyatt Hotels, reasonably expects to pay. Actual compensation decisions are based on a variety of factors including experience, training, and internal equity.

• Service Charge Eligibility: This position participates in Ventana Big Sur's all-inclusive resort model and is eligible to receive a weekly service charge payout based on business levels and occupancy
• Projected Total Hourly Earnings: $24.00 - $30.00 per hour, inclusive of base pay and service charge

Hyatt Benefits

• Annual allotment of free hotel stays at Hyatt properties worldwide
• Paid Time Off
• Medical, Dental, Vision, and 401(k) with company match (after 30 days)
• Complimentary Headspace subscription and tuition reimbursement
• Paid parental leave and adoption financial assistance

Ventana Big Sur Colleague Perks

• Paid meal breaks
• Gas stipend for eligible colleagues
• Complimentary daily meal
• Previous luxury hotel concierge or guest service experience preferred
• Deep knowledge of Big Sur or an eagerness to learn quickly
• Exceptional communication skills, both verbal and written
• Warm, confident, and professional demeanor
• Strong organizational and multitasking skills
• Flexible availability including weekends and holidays
• Valid driver's license required with a clean driving history

Work Environment & Physical Requirements

• Must be able to stand or walk for extended periods, up to 8-10 hours per shift, and move efficiently across the resort property, including stairs and varied terrain
• Frequent sitting, standing, walking, and bending throughout the day
• Ability to lift, carry, or transport guest items and packages weighing up to 50 pounds
• Comfortable working indoors and outdoors in changing weather conditions
• Must be able to operate resort vehicles or carts as needed to assist with guest services
• Valid driver's license with a clean driving record required

Our Commitment to Diversity, Equity & Inclusion

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.