Concierge – Service Charge

Concierge $25–$30/hr with Service Charge

Guest Services

Hourly/Entry Level Employee

Full-time

Hourly US Dollar (USD) pay basis

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.

• 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

• 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

• 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

• 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…