Guest Experience Manager

Be part of our Guest Services team as Guest Experience Manager at the Hyatt Regency Indian Wells Resort and Spa. Located in Greater Palm Springs, Hyatt Regency Indian Wells Resort & Spa is completing a property-wide renovation and upbranding from Regency to Grand. Set to debut in 2024, Grand Hyatt will feature 531 newly transformed luxury guestrooms, suites, casita-style villas, and two brand new Celebrity Chef food & beverage venues. Set within the perfect backdrop of scenic Indian Wells, this property will be a destination favorite as it is positioned to take hospitality to a new level in the destination.

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. The Guest Experience Manager is responsible for overseeing and enhancing the overall guest experience at the hotel.

The salary range for this position is $67,000 - $75,000. This is the pay range for this position that Hyatt Regency Indian Wells reasonably expects to pay. Decisions regarding individual salaries will be based on a number of factors, such as experience and education.

Responsibilities include, but not limited to:

• Primary point of contact for VIP guests, ensuring their needs are met and expectations exceeded.
• Facilitates morning stand-up meeting with operational managers
• Oversees Guest Experience Coordinator, Concierges and Villa arrival operations
• Engage in proactive and personalized communication with guests prior to their arrival.
• Provide personalized assistance, anticipating and fulfilling guests' needs throughout their stay.
• Coordinate special arrangements for VIP guests to ensure a personalized experience.
• Identify opportunities to surprise and delight guests, creating unique and memorable experiences.
• Block guestrooms for all arriving World of Hyatt Elite guests and VIPs
• Maintain a GEM note database of guest preferences and requirements, using the information to enhance future visits.
• Collaborates with various departments to coordinate and deliver exceptional service, resolves guest issues, and implements strategies to continuously improve guest satisfaction.
• Sends all "Day of Arrival" communications to all arriving guests daily welcoming them and setting the right expectations for the arrival
• Sends all "Day of Departure" communications to all guests daily thanking guests for stay and asking for feedback
• Handle guest inquiries, requests, and complaints promptly and professionally.
• Analyze guest satisfaction surveys and feedback in HySat/Medallia to identify trends and implement improvement strategies.
• Continuously seek opportunities to enhance the guest experience, such as implementing innovative technologies, personalized services, or unique amenities.