Guest Experience Operator

Welcome to the Alila Napa Valley, surrounded by the pristine home vineyards of the Beringer Estate, Alila Napa Valley will offer guests a curated travel experience in the heart of California’s Wine Country. We are looking for colleagues who can quickly perpetuate a culture that embraces great design and superlative service. Our hotel seeks unique individuals who have a passion for exceptional hotel service that is both intuitive and personal, and who best express that belief in an atmosphere of spontaneity and authenticity. 

At Alila Hotels, a Hyatt Hotels brand, we believe our guests select our luxury resort because of our caring and attentive colleagues who are focused on providing efficient service and meaningful, surprisingly different experiences. Hyatt is a place where high expectations aren't just met-they're exceeded. It's a place of outstanding rewards, where talent opens doors to exciting challenges in the hospitality industry. 

As a Guest Experience Operator, you will be the first point of contact for our guests over the phone, playing a crucial role in delivering exceptional service that aligns with our Forbes Hotel standards. This role serves as an entry point into our front office team, with potential for cross-training and shifts as a Front Office Host.

Key Responsibilities

Phone Operations:

• Answer, screen, and forward calls with professionalism and courtesy.
• Provide accurate information to guest inquiries.
• Handle special requests and relay messages to other departments or guests.
• Maintain up-to-date knowledge of hotel services, promotions, and local attractions.

Guest Service:

• Ensure a high level of customer service consistent with Forbes luxury standards.
• Assist in resolving guest issues with empathy and efficiency.
• Uphold privacy and confidentiality standards at all times.

Front Office Cross-Training:

• Learn and perform Front Office Host duties as needed.
• Assist with guest check-in and check-out processes.
• Provide concierge services, including booking reservations and recommending local experiences.

Administrative Tasks:

• Keep accurate records of calls and guest requests.
• Coordinate with various departments to ensure guest satisfaction.
• Assist in maintaining a clean and organized office area.

Hyatt associates work in an environment that demands exceptional performance yet reaps great rewards.  Whether its career opportunities, job enrichment or a supportive work environment, if you are ready for this challenge, then we are ready for you. 

• High school diploma or equivalent.
• Excellent communication and interpersonal skills.
• Ability to work in a fast-paced environment.
• Proficiency in basic computer operations.
• Previous experience in customer service or hospitality is a plus.
• Ability to sit or stand for prolonged periods.
• Flexibility to work in shifts, including weekends and holidays.