Regent Luxury Guest Experience Lead

InterContinental Hotels Group; Santa Monica (CA); On-site; USD 45,000 - 64,000; Full time

Job summary

Regent Santa Monica Beach seeks a Regent Experience Manager to elevate guest relations and deliver anticipatory service. You will oversee the front desk, Emerald Connect, and the overall guest journey from pre-arrival to post-departure with a focus on personalized, memorable experiences.

You will lead a Concierge team, coordinate with multiple departments, manage guest preferences, and uphold Forbes Five-Star standards while continuously improving guest satisfaction metrics.

Qualifications

• Minimum 2 years of experience in a guest services leadership role in luxury hotels.
• Bachelor's degree in hospitality management or related field preferred.
• Excellent communication and interpersonal skills with leadership ability.

Responsibilities

• Promote Regent’s service philosophy and style through staff.
• Lead Concierge team and liaison for guests to all departments.
• Welcome guests upon arrival and provide a warm introduction to services.
• Act as personal concierge for reservations, activities, transport, and recommendations.
• Oversee VIP services, ensure elegant presentation and guest satisfaction.

Skills

Leadership

Communication

Problem-solving

Education

Bachelor's degree in hospitality management or related field

Tools

Guest service software

Job description

Regent Santa Monica Beach seeks a Regent Experience Manager to elevate guest relations and deliver anticipatory service. You will oversee the front desk, Emerald Connect, and the overall guest journey from pre-arrival to post-departure with a focus on personalized, memorable experiences.

You will lead a Concierge team, coordinate with multiple departments, manage guest preferences, and uphold Forbes Five-Star standards while continuously improving guest satisfaction metrics.