Job Title

At Hyatt, we believe our guests select Hyatt because of our caring and attentive associates who are focused on providing luxury service and meaningful experiences. At Alila Napa Valley, we create extraordinary, meaningful moments that celebrate connection, authenticity, and the spirit of wine country. The VIP & Brand Experience Manager plays a key dual role: delivering highly personalized service for our most valued guests while also supporting the resort’s brand voice from pre-arrival through post departure. In this role, you will collaborate closely with multiple teams such as Operations, Sales and Alila Brand on shared goals to drive guest experience and drive hotel revenue. The role demonstrates the resort’s commitment to nurturing curiosity and care through building strong connections with customers, guests, and colleagues across the organization.This position partners closely and collaboratively with departments across the resort to align on marketing initiatives and guest preferences to deliver the highest standards of luxury hospitality. In addition, the VIP & Brand Experience Manager provides leadership, training and oversight to our Concierge team, and collaborative support to the Front Office and Guest Services teams, fostering a culture of warmth, excellence, and attention to detail.Important Note:Marketing responsibilities are developmental in nature and will scale based on performance, readiness, and business needs.Career development within Hyatt is a shared responsibility, with our colleagues playing the primary role in driving their growth. This includes proactively seeking learning opportunities, applying feedback, building relevant skills, and demonstrating readiness through performance. Assigned Mentors and role Leadership will provide guidance, exposure, and support; and progress within this development plan is dependent on the colleague’s initiative, engagement, and sustained performance. 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 opportunity to lead in a Forbes-rated luxury setting with a close-knit, passionateBe part of a team committed to delivering personalized, elevated service in one of Napa Valley’s most serene and sophisticated destinations. Hyatt associates work in an environment that demands exceptional performance yet reaps great rewards. 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.Responsibilities:• VIP Guest Experienceo Oversee all aspects of the VIP guest journey, ensuring seamless, anticipatory service from pre-arrival planning and communication, through post-departure follow-up.o Serve as a primary point of contact for VIP and elite guests. o Curate bespoke itineraries, dining recommendations, wine tours, and personalized moments.o Leverage guest feedback to continuously enhance the guest experience.• Leadership & Operationso Lead and support Concierge operations, support Guest Services, including MOD coverage.o Develop, train, and support the concierge team to maintain high service standards and operational excellence.o Coordinate with Leisure sales and marketing and other internal and external partners to execute flawless Alila branded guest experiences.• Sales, Marketing, & Brand Collaborationo Partner with Sales & Marketing to identify guest-facing moments that can be leveraged for storytelling and brand visibility.o Support execution of on-property marketing initiatives tied to guest experience, VIP programming, and special events.o Create and support development of in stay and pre-stay marketing collateral and guest-facing communications.o Assist with brainstorming, planning, and execution of brand concepts and initiatives.o Identify opportunities to streamline and improve communication between Operations and Marketing teams.o Ensure all marketing and guest-facing materials align with brand guidelines, voice, and visual standards.o Attend select marketing and cross-functional meetings as appropriate for development.Qualifications: Qualifications:• Experience in luxury hospitality, guest services, concierge, VIP, or guest-experience roles, with exposure to marketing or brand support.• Demonstrates a strong service mindset and leads by example with professionalism, accountability, and care.• Excellent written and verbal communication skills; able to craft and write warm, clear, and on-brand guest communications.• Service-oriented with attention to detail, personalization, and storytelling.• Creative sensibility aligned with brand standards, tone of voice, and visual identity.• Strong organizational skills with the ability to manage multiple priorities.• Comfortable collaborating across departments.• Proficiency in Microsoft Office and guest communication platforms; Adobe Creative Suite a plus.• Able to capture authentic moments through mobile photography.• Flexible availability, including evenings, weekends, and holidays.• Eager to learn, adaptable, and interested in developing marketing skills through hands-on experience. Physical Requirements:• Ability to stand for extended periods and move throughout the property.• Capable of lifting, pushing, or pulling up to 25 pounds as needed.• Frequent use of computer systems, phones, and standard office equipment.• Must be able to work indoors in a front‑of‑house environment with constant guest interaction.