VIP Manager

Overview

Andaz Maui at Wailea Resort is seeking an experienced and passionate professional to lead the VIP team and oversee the full guest journey for our premium Villa and Residence experiences. This leadership role reports directly to the Director of Rooms and is responsible for managing the luxury guest experience for our most discerning guests. The VIP Experience Manager will deliver and inspire elevated service that rivals villa offerings from the finest resorts around the world, ensuring Andaz Maui remains a market leader in the ultra-luxury space.

• Lead all aspects of the VIP guest and villa experience from pre-arrival through post-departure, ensuring exceptional and seamless service throughout the guest journey.
• Manage the daily operations, performance, and development of the VIP Experience team, including butlers, coordinators, and concierge professionals.
• Collaborate closely with leaders across the Rooms Division, Food & Beverage, and Culinary teams to create integrated, high-touch experiences and deliver consistent luxury service.
• Act as the primary liaison for villa and residence owners, handling inquiries, inventory coordination, concerns, and operational needs related to the rental program.
• Partner with the Director of Rooms and other department leaders to align service delivery and maintain consistency across all guest touchpoints.
• Cultivate and manage personalized guest profiles and preferences using CRM and internal databases to drive loyalty, recognition, and return visits.
• Implement and uphold refined service standards, protocols, and operational procedures tailored to the luxury villa market.
• Oversee all aspects of villa arrivals and in-stay service including in-room check-ins, bespoke welcome amenities, special occasion arrangements, and curated itineraries.
• Monitor and elevate team performance through regular coaching, training, and development aligned with luxury service principles.
• Lead with Hyatt's values of empathy, wellbeing, respect, integrity, experimentation, and inclusion to foster a healthy and inspiring work culture.
• Conduct competitive benchmarking of other luxury villa offerings worldwide to ensure our product remains innovative, relevant, and elite in the global market.
• Develop and maintain annual communication plans for villa owners and VIP guests, including personalized correspondence, newsletters, and engagement strategies.
• Generate and analyze detailed reporting related to villa and VIP guest performance, owner utilization, guest spend, and operational opportunities.
• Collaborate with Sales, Marketing, and Revenue teams to identify trends, optimize villa positioning, and assist with luxury group or buy-out inquiries.
• Lead the coordination of exclusive in-villa experiences including private dining, wellness treatments, and curated cultural activities.
• Maintain and enhance villa inventory presentation, amenities, and readiness, ensuring consistent quality and attention to detail.
• Support the development of annual departmental budgets, labor forecasting, and expense controls to drive financial efficiency.
• Establish a strong culture of service excellence, training, team engagement, and cross-department collaboration.

Hyatt has redefined the hotel experience that reflects the Hindi meaning of "Andaz, personal style". Local inspirations, simplified luxuries, uncompromised service and leading edge design all create the Andaz concept which is growing worldwide.

Hyatt is a place where high expectations aren't just met—they're exceeded. It's a place of outstanding rewards, where talent opens doors to exciting challenges in the hospitality industry. It's a place where career opportunities are as unlimited as your imagination. Discover your place to shine in our warm, respectful, and inclusive culture.

The salary range for this position is $70,000-$80,000. Decisions regarding individual salaries commensurate with experience and qualifications. This role will be eligible for the following benefits, after meeting initial eligibility times:

• Medical, Dental, Vision, and other additional Health Benefits
• 401K Retirement Savings Plan with company match
• Employee Stock Purchase Plan
• Paid Time Off upon hire and 7 Observed Holidays
• Discounted Hyatt rooms upon hire and up to 12 complimentary rooms at any participating Hyatt location after 90 days of employment

• Minimum 3+ years of recent hotel operations or property management experience required, preferably in luxury or resort settings.
• Prior leadership experience with direct team management required.
• At least 1 year of dedicated experience working in luxury service, with VIPs or high-net-worth individuals.
• Front Office, Concierge, or Guest Relations supervisory experience preferred.
• Strong working knowledge of villa or residential-style accommodations in a hotel or resort setting highly desirable.
• Les Clefs d Or membership or similar elite concierge training is a strong asset.
• Must possess superior…