Description

Summary

Thompson Palm Springs Resort is seeking an exceptional VIP & Upper Stories Manager to serve as the curator of our most elevated guest journeys, overseeing the personalized experience for guests staying within the resort's exclusive Upper Stories 21+ accommodations, premium suites, and other high-priority VIP arrivals.

Since opening in 2024, Thompson Palm Springs Resort has quickly established itself as the desert's most coveted lifestyle resort in the heart of downtown Palm Springs. Showcasing iconic mid-century modern design, bungalow-inspired accommodations, iconic dining, and vibrant social experiences, the resort has become a sought-after destination for discerning travelers, luxury weddings, milestone celebrations, brand activations, corporate retreats, and high-profile events.

The resort features Lola Rose, a bold Eastern Mediterranean dining experience inspired by the spice markets of Istanbul and the seasonal bounty of California, alongside Bar Issi, an elevated coastal Italian concept that blends relaxed luxury with coastal culinary sophistication. Two expansive pool experiences, immersive mountain views, the HALL Napa Valley Tasting Room, and over 35,000 square feet of dynamic indoor and outdoor event venues provide endless opportunities for unforgettable gatherings. Thompson Palm Springs Resort was recently recognized among Condé Nast Traveler's Top 10 Best New Hotels in the World (2026) and ranked the #1 Hotel in Southern California in the Condé Nast Readers' Choice Awards (2025).

The VIP & Upper Stories Manager serves as the curator of our most elevated guest journeys, overseeing the personalized experience for guests staying within the resort's exclusive Upper Stories 21+ accommodations, premium suites, and other high-priority VIP arrivals. This role blends luxury guest relations, front office leadership, and personalized service execution to create unforgettable moments that exceed expectations and drive guest loyalty.

The ideal candidate is a charismatic hospitality professional with exceptional attention to detail, strong operational expertise, and a passion for creating highly personalized experiences. They will be equally comfortable leading a Front Office shift, engaging with high-profile guests, coordinating bespoke requests, and ensuring flawless execution behind the scenes.

This highly visible position reports directly to the Assistant Hotel Manager and Hotel Manager.

Key Responsibilities

• Serve as the primary ambassador and experience curator for Upper Stories guests, suite guests, VIPs, repeat guests, and special arrivals.
• Lead all pre-arrival planning, guest preference management, itinerary coordination, amenity programming, and personalized communication efforts.
• Review daily arrivals and proactively identify opportunities to elevate guest experiences through customized service and thoughtful touches.
• Coordinate cabana reservations, special occasion experiences, dining reservations, transportation arrangements, and other guest requests.
• Conduct dedicated VIP and suite arrivals, providing personalized check-in experiences and seamless introductions to the resort.
• Maintain regular communication with guests before, during, and after their stay to ensure exceptional service recovery and guest satisfaction.
• Partner closely with Housekeeping, Food & Beverage, Spa, Security, Engineering, and Sales teams to execute guest experiences flawlessly.
• Support daily Front Office operations and act as Manager on Duty as assigned.
• Assist in overseeing front desk operations, service standards, training initiatives, and guest engagement programs.
• Monitor guest feedback, online reviews, and service recovery opportunities to continuously improve the luxury guest experience.
• Ensure all guest preferences, profiles, and stay histories are accurately maintained within Hyatt systems.
• Actively engage with guests throughout the resort, building relationships that foster loyalty and repeat visitation.

This is an exempt (salaried) role. The budgeted salary range for this position is $72,000-$90,000. This is the pay range for this position that Thompson Palm Springs Resort reasonably expects to pay. Decisions regarding individual salaries will be based on a number of factors including experience and education. This position is NOT available for remote or Hybrid. Relocation available.

Qualifications

• Minimum 3-5 years of luxury hotel experience in Front Office, Rooms Operations, Guest Relations, VIP Services, or a related hospitality leadership role.
• Previous supervisory or management experience preferred.
• Luxury, lifestyle, resort, or boutique hotel experience strongly preferred.
• Exceptional communication, interpersonal, and relationship-building skills.
• Highly organized with the ability to manage multiple priorities and guest requests simultaneously.
• Strong attention to detail and commitment to service excellence.
• Ability to anticipate guest needs and create personalized experiences.
• Proven ability to lead with professionalism, warmth, confidence, and discretion.
• Experience with Hyatt systems and guest profile management preferred.
• Flexible schedule including evenings, weekends, and holidays as business demands require.

Why work for Thompson Palm Springs Resort?

• Health, Dental, Vision Insurance eligibility after 30 days of employment.
• 401k Retirement Savings Plan & Company Match
• Paid Parental Leave & Adoption Assistance Program
• Continued learning & development
• Employee Assistance Programs
• Paid Holidays
• Complementary Parking
• Complementary Colleague Meals
• Free & Discounted Hotel Rooms at Hyatt Hotels around the World!

Our Values: Empathy | Integrity | Respect | Inclusion | Experimentation | Wellbeing

Hyatt is an equal opportunity employer - M/F/Veteran/Disability/Sexual Orientation/Gender Identity