Lead Concierge

LEAD CONCIERGE

Alila Alila Napa Valley US - CA - Napa

GUEST SERVICES

Hourly/Entry Level Employee Full-time 24.00 Hourly US Dollar (USD) pay basis

Req ID:

NAP002037

Summary 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. 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. Located in the heart of Napa Valley, Alila blends luxury, sustainability, and a genuine sense of care. We are currently seeking a detail-oriented Lead Concierge to elevate the mission by guiding the concierge team, overseeing daily operations, and ensuring the highest level of guest service. As the Lead Concierge, you will serve as a key ambassador of Alila Napa Valley, leveraging your deep knowledge of the region, strong vendor relationships, and leadership skills to create unettable experiences. From orchestrating exclusive wine-tasting itineraries to managing VIP stays and supporting team development, you will play a pivotal role in shaping the guest journey and upholding our luxury standards. Why Work with

Us:

Competitive salary and benefits package Paid time off from date of hire Medical, dental, and vision insurance 12 free nights at Hyatt hotels worldwide + colleague rates $1,000 annual wellness/education reimbursement A unique oppurtunity to lead in a Forbes-rated luxury setting with a close-knit, passionate team Key Responsibilities Guest Experience & Service Excellence Greet guests warmly and provide personalized, anticipatory service, offering tailored rmendations for dining, transportation, activities, and local attractions. Serve as the primary point of escalation forplex, sensitive, or high-profile guest requests, ensuring thoughtful service recovery and exceptional satisfaction. Oversee pre-arrival planning for VIP, repeat, and special-occasion guests, ensuring every detail is flawlessly executed. Leadership & Team Development Provide daily leadership, coaching, and support to the concierge team, ensuring consistent delivery of luxury-level service. Train, mentor, and onboard new team members, fostering a culture of professionalism, collaboration, and proactive guest engagement. Delegate tasks, manage workflow, and uphold service standards to ensure operational efficiency and timely guest responses. Operational & Administrative Oversight Maintain and refine concierge procedures, resources, and service standards to enhance efficiency and elevate the guest journey. Manage guest inquiries across multiplemunication channels (phone, email, in-person), ensuring accuracy, timeliness, and brand-alignedmunication. Track guest preferences, service trends, and feedback to support continuous improvement and strategic planning. Maintain vendor relationships and curate updated local partnerships to secure exclusive access and experiences for guest. Cross-Departmental Collaboration Work closely with the Front Office, Housekeeping , F&B, Spa, and Sales teams to ensure seamless coordination of guest itineraries, special events, and VIP stays. Participate in leadership meetings, providing insights on guest trencs, service oppurtunities, and operational enhancements. Stay informed on local happenings, seasonal events, and emerging experiencesm and distribute monthly updates or newsletters to ensure the team is equipped with current, relevent guest-facing information. Brand Representation Act as an ambassador of Alila Napa Valley, sharing in-depth knowledge of Napa Valley's wine regions, culinary scene, and cultural experiences. Uphold Hyatt and Alila bran standards, ensuring a safe, weing, and luxurious environment for all guests. View our Virtual Reality Experience to spend a 'day in the life' of a hospitality professional at a full-service hotel. Qualifications Prior concierge or luxury guest services experience required Familiarity with Napa Valley's food, wine, and cultural scene strongly preferred Excellent verbal and writtenmunication skills Stronganizational skills and ability to manage multiple guest needs at once Positive, guest-first mindset and ability to remain calm under pressure Flexible availability, including weekends, evenings, and holidays Knowledge of hotel systems (Opera or similar) a plus Ability to work independently and as part of a collaborative team Physical Requirements Ability to stand and walk for extended periods (up to 8 hours per shift) Frequent bending, kneeling, reaching, and lifting up to 50 pounds Ability to work at a desk in front of aputer for extended periods (up to 8 hours per shift) Be apart of a teammitted to delivering personalized, elevated service in one of the Napa Valley's most serene and sophisticated destinations. Hyatt associates work in an environment that demands exceptional performance yet reaps great regards. Whether it is career opportunities, job enrichment, or a supportive work environment, if you are ready for this challenge, then we are ready for you.