Front Office Manager - Luxury Property

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Alila Ventana Big Sur is seeking an experienced, polished, and highly service-focused Front Office Manager to join the Rooms Division leadership team. Reporting directly to the Director of Rooms, this position is responsible for leading the daily Front Office operation and ensuring that every guest interaction reflects the resort’s exceptional standards of luxury, personalization, and thoughtful hospitality.

Set across 160 acres along California’s rugged Pacific coast, Alila Ventana Big Sur features 54 secluded suites overlooking forests and sea and offers an immersive resort experience centered on nature, wellness, dining, privacy, and connection. The resort provides an unusually comprehensive stay experience, with included dining, wellness programming, curated experiences, complimentary valet and parking, and other amenities designed around guest restoration and discovery.

The Front Office Manager will play a critical role in translating this luxury positioning into the day-to-day guest experience. The ideal candidate has a strong background in luxury hotels or resorts, preferably with experience in a Forbes-rated property or Forbes service standards, and understands how to lead colleagues to deliver highly personalized, anticipatory, and discreet service.

Awards & Recognition

Alila Ventana Big Sur has been recognized for excellence across luxury hospitality, culinary experiences, wellness, sustainability, and guest experience, including\:

• 2026 MICHELIN Guide – Two Key Resort
• 2026 Forbes – Four-Star Resort
• 2026 Travel + Leisure – World’s Best Award, T+L 500
• 2026 Food & Wine – Global Tastemakers Award, Best Culinary Hotels
• 2026 Smart Meetings – Smart Star Award, Best Boutique Hotel
• 2026 The Zoe Report – Best Green Hotel
• 2026 Sunset Magazine – Best Outdoor Escape
• 2022 World Spa Awards – California’s Best Wellness Retreat

These distinctions reflect the level of personalization, service excellence, attention to detail, and operational consistency expected throughout the resort.

Key Responsibilities

• Lead the daily Front Office operation in partnership with the Director of Rooms.
• Maintain a strong leadership presence throughout guest arrival, departure, and the overall stay experience.
• Ensure Front Office colleagues consistently deliver warm, personalized, and anticipatory luxury service.
• Reinforce and coach colleagues on Forbes service standards, luxury service language, guest recognition, personalization, and thoughtful service recovery.
• Conduct daily pre-shift meetings to communicate arrivals, VIPs, repeat guests, special occasions, guest preferences, resort activities, operational priorities, and service opportunities.
• Oversee guest check-in and check-out experiences, ensuring accuracy, efficiency, warmth, and personalization.
• Monitor room assignments, room readiness, arrivals, departures, upgrades, special requests, VIPs, and repeat guests.
• Review guest profiles and preferences to ensure the team is prepared to recognize and personalize the guest experience.
• Partner closely with Housekeeping to coordinate room readiness, priority rooms, early arrivals, late departures, room moves, and special requests.
• Work closely with Concierge, Guest Services, Bell, Spa, Food & Beverage, Activities, Engineering, and other resort departments to ensure seamless guest experiences.
• Respond to guest concerns with empathy, discretion, urgency, and sound judgment.
• Lead effective service recovery and ensure appropriate follow-up with guests and operational teams.
• Maintain accurate guest notes, traces, preferences, billing information, and other Front Office records.
• Monitor guest feedback, quality scores, online reviews, and service trends to identify coaching and operational opportunities.
• Assist the Director of Rooms with scheduling, labor management, payroll review, staffing levels, productivity, and departmental expenses.
• Recruit, onboard, train, coach, and develop Front Office colleagues in partnership with the Director of Rooms and Human Resources.
• Conduct ongoing service observations and provide real-time coaching to reinforce luxury service expectations.
• Ensure colleagues maintain appropriate grooming, appearance, professional language, and guest interaction standards.
• Support Front Office training and participate in resort-wide Forbes training initiatives as assigned.
• Maintain knowledge of the resort, Big Sur area, dining, wellness programming, activities, transportation, and other guest experiences to confidently assist and guide guests.
• Support VIP arrivals, special celebrations, private experiences, and high-touch guest requests.
• Assist with Front Office procedures related to cash handling, credit, billing, keys, security, privacy, and guest information.
• Ensure compliance with resort policies, Hyatt standards, safety procedures, privacy requirements, and applicable regulations.
• Act as Manager on Duty when assigned.
• Provide operational leadership in the Director of Rooms’ absence.
• Perform other duties and special projects as assigned by the Director of Rooms or resort leadership.

This position has a salary compensation ranging from $80,000-$90,000.

We Offer Excellent Benefits\:

• Free Room Nights, Discounted and Friends & Family Room Rates
• Medical, Prescription, Dental, and Vision Insurance
• 401K with company match
• Paid vacation, sick days, and holidays
• Tuition Reimbursement
• Free colleague meals during shift
• Employee Stock Purchase Plan
• Discounts at various retailers - Apple, AT&T, Verizon, Headspace, and many more