Luxury Guest Experience Manager

InterContinental Hotels Group; Santa Monica (CA); On-site; USD 47,000 - 63,000; Full time

Job summary

Regent Santa Monica Beach, part of IHG Hotels & Resorts, seeks a Regent Experience Manager to elevate guest relations and deliver anticipatory, personalized service from pre-arrival to post-departure. You will lead the Concierge team, coordinate with departments, and ensure seamless VIP experiences while upholding the brand’s luxury standards.

As the central property contact, you will manage front desk operations, guest preferences, and guest history, enabling uplifting experiences for

Qualifications

• Minimum of 2 years of experience in a guest services leadership role in luxury hotels.
• Bachelor's degree in hospitality management or related field is preferred.
• Proven track record of delivering exceptional guest experiences and achieving high guest satisfaction scores.
• Strong leadership skills with the ability to inspire and motivate a diverse team.
• Excellent communication and interpersonal skills with guests, staff, and senior management.
• Detail-oriented with strong problem-solving and decision-making abilities.
• Proficient in guest service software and familiarity with guest satisfaction measurement systems.
• Flexibility to work irregular hours, weekends, and holidays as required.

Responsibilities

• Promote Regent’s service philosophy and style through our people attributes.
• Conduct daily shift briefings.
• Lead and manage a team of Concierge colleagues and serve as liaison for the guest to all departments, fostering a culture of excellence.
• Welcome guests upon arrival, providing room escorts, and introducing hotel services and facilities.
• Act as a personal concierge, assisting guests with reservations, activities, transportation, and local recommendations.
• Serve as a butler for designated guests and VIPs, attending to their needs and ensuring accommodations are well-presented.
• Update Opera and KYC system for arrivals, departures, preferences and alerts to ensure up-to-date guest information.
• Enter all guest requests and complaints in the KYC system and follow up accordingly.
• Develop and maintain relationships with VIP guests to provide personalized services.
• Collaborate with departments to coordinate guest preferences and services.

Skills

Leadership

Communication

Guest relations

Problem solving

Education

Bachelor's degree in hospitality management or related field

Tools

Opera PMS

KYC system

Job description

Regent Santa Monica Beach, part of IHG Hotels & Resorts, seeks a Regent Experience Manager to elevate guest relations and deliver anticipatory, personalized service from pre-arrival to post-departure. You will lead the Concierge team, coordinate with departments, and ensure seamless VIP experiences while upholding the brand’s luxury standards.

As the central property contact, you will manage front desk operations, guest preferences, and guest history, enabling uplifting experiences for