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Pre-Arrival Concierge - Hyatt Highlands Inn Carmel

posted February 13, 2019

Hyatt Residence Club Carmel, Highlands Inn
Carmel, CA
580184 l

About This Job

The Pre-Arrival Concierge with Hyatt Residence Club, Highlands Inn, works with customers who have purchased & booked a vacation package before coming to Highlands Inn. Pre-Arrival Concierge will insure that all customers have all the information they need to fulfill the obligations of their mini vacation package, & have a World Class experience while they are here on vacation. A Pre-Arrival Concierge with Hyatt Residence Club, Highlands Inn, will also call all hotel guests prior to their arrival, to ensure they have a World Class experience while they are here on vacation, and to market the Hyatt Residence Club to all non-owner guests.


  • Review package pipeline for tours daily
  • Make pre-arrival calls to guests
  • Send pre-arrival emails to guests
  • Support the site team to insure the obligations & terms & conditions have been met for the package prior to arrival
  • Support all hotel & resort In-House Lead generation efforts
  • Successfully assist with any issues that may come up between the Call Center & Site Management
  • Assist with In-House pre-arrival calls to owners prior to their arrival at Highlands Inn
  • Build & deliver guest Welcome Bags
  • Be accountable to pre-gift guests upon arrival, prior to their tours
  • Other duties as assigned by Managment


Maintaining the highest level of customer service throughout the pre-arrival process is critical to this position. In additional to performance of the essential functions, this position may be required to perform a combination of other functions to insure each guest has a World Class experience leading to the purchase of Hyatt timeshare. Attention of detail, & excellent communication skills are essential to this position. The successful candidate will provide the highest level of service both pre & post arrival for guests.

Basic Requirements:

  • High School diploma or GED equivalent
  • Excellent Customer Service skills
  • Excellent Phone etiquette
  • Minimum 1 year Customer Service required
  • Proficient in Microsoft Word, Excel, Outlook, & the ability to successfully learn the Hyatt platform required

Preferred Qualifications:

  • Experience in Timeshare / Vacation Ownership
  • Prior Call Center experience

About This Employer

Hyatt Residence Club Carmel, Highlands Inn

120 Highlands Drive
Carmel, CA 93923

(831) 622-5486

142 Unit Time-Share

Luxury Carmel, CA Hotel Overlooking the Big Sur Coast

Indulge yourself. Hyatt Carmel Highlands is a picturesque retreat overlooking the Big Sur coast with epic views of the Pacific Ocean, and a stunning natural environment made even more special by our impeccable staff. Our Carmel by-the-Sea hotel is an oceanfront retreat that seamlessly blends the amenities of a large hotel with the refined charm of a boutique hideaway. 

Dine at the award-winning Pacific’s Edge restaurant. After a morning of yoga, take a dip in our heated outdoor pool or unwind with a relaxing spa experience. If it's outdoor activity you crave, we offer mountain bike rentals and maps for hikes, jogs and bike rides around the stunning Carmel area.

Let the Les Clefs d’Or Concierge arrange a day trip to explore Big Sur or a round at legendary Pebble Beach. Host an intimate sunset wedding ceremony or intimate reception on our redwood deck. Feel inspired by the breathtaking vistas that surround our Carmel hotel. Your experience is limited only by your imagination.