Director of Luxury Guest Experience & Standards

The Loren at Lady Bird Lake; Austin (TX); On-site; USD 110,000 - 150,000; Full time

Benefits offered by this job

401(k) with company match up to 4%

Medical with 0 deductible/0 co-pay

Paid PTO

Paid Holidays

Paid Maternity/Paternity Leave

Employee Assistance Program

Complimentary Employee Meals

Complimentary Bus Passes

50% off Dining in Nido

Job summary

The Loren at Lady Bird Lake in Austin, TX seeks a Director of Guest Service & Standards to elevate luxury guest experiences. This leadership role shapes service expectations, coaches teams across departments, and drives training, QA, and continuous improvement at the property.

The ideal candidate brings deep hospitality leadership, strong coaching and communication skills, and a proven ability to translate brand positioning into practical service standards and memorable guest moments.

Qualifications

• Bachelor’s degree in hospitality management or related field preferred.
• Minimum 5–7 years of progressive leadership in luxury or upscale hospitality.
• Experience developing and elevating hospitality service standards.
• Experience delivering service training programs.

Responsibilities

• Develop, implement and maintain comprehensive service standards for the property.
• Coach leaders and associates on guest engagement and service execution.
• Lead service training, quality assurance and continuous improvement initiatives.
• Ensure consistency of guest experience across all touchpoints and events.
• Monitor guest feedback and drive actions to improve satisfaction.
• Support VIP experiences and high-touch guest interactions.

Skills

Coaching

Communication

Presentation

Attention to detail

Professional presence

Leadership

Managing and developing others

Hospitality

Education

Bachelor’s degree in hospitality management, business administration or related field

High school diploma or equivalent

Job description

The Loren at Lady Bird Lake in Austin, TX seeks a Director of Guest Service & Standards to elevate luxury guest experiences. This leadership role shapes service expectations, coaches teams across departments, and drives training, QA, and continuous improvement at the property.

The ideal candidate brings deep hospitality leadership, strong coaching and communication skills, and a proven ability to translate brand positioning into practical service standards and memorable guest moments.