Director, Luxury Guest Experience & Standards

LOREN AT LADY BIRD LAKE EMPLOYER LLC; Austin (TX); On-site; USD 120,000 - 180,000; Full time

Benefits offered by this job

Complimentary Employee Meal

Complimentary Bus Passes

50% off Dining in Nido

401(k) with company match up to 4%

Job summary

The Loren Austin is seeking a Director of Guest Service & Standards to elevate our luxury guest experience. You will implement and maintain service standards, coach leaders and associates, and translate brand expectations into practical training across the property.

You will develop onboarding and ongoing training, monitor guest interactions, and drive continuous improvement in service delivery while partnering with leadership to ensure flawless execution during all hotel operations.

Qualifications

• Bachelor's degree in hospitality management or business-related field preferred.
• Strong coaching, communication and presentation skills.
• Ability to translate service expectations into clear standards and practical training.
• Experience developing and delivering service training programs.

Responsibilities

• Develop, implement and maintain comprehensive service standards for the property.
• Define expectations for guest interaction, personalization and service recovery.
• Establish a consistent service philosophy reflecting The Loren brand and luxury positioning.
• Provide real-time coaching and feedback to reinforce service standards.
• Create training materials, SOPs and onboarding standards.
• Lead service training initiatives and continuous improvement programs.

Skills

Leadership

Coaching

Guest service

Communication

Training

Education

Bachelor's degree in hospitality management

High school diploma or equivalent

Job description

The Loren Austin is seeking a Director of Guest Service & Standards to elevate our luxury guest experience. You will implement and maintain service standards, coach leaders and associates, and translate brand expectations into practical training across the property.

You will develop onboarding and ongoing training, monitor guest interactions, and drive continuous improvement in service delivery while partnering with leadership to ensure flawless execution during all hotel operations.