VIP Guest Experience Lead

IHG Hotels & Resorts; Santa Monica (CA); On-site; USD 54,000 - 58,000; Full time

Job summary

Regent Santa Monica Beach, part of IHG Hotels & Resorts, is seeking a Regent Experience Manager to elevate guest relations along the Pacific coastline. You will oversee front desk operations, Concierge teams, and VIP services, ensuring anticipatory service and personalized experiences from pre-arrival to post-departure.

The role requires at least 2 years in guest services leadership, a hospitality degree preferred, and strong communication.

Qualifications

• Minimum 2 years in a guest services leadership role in luxury hotels.
• Bachelor's degree in hospitality management preferred.
• Proven track record of delivering exceptional guest experiences.
• Strong leadership and communication skills.
• Able to work irregular hours, weekends and holidays.

Responsibilities

• Oversee front desk, Concierge, and VIP services to deliver exceptional guest experiences.
• Lead and manage Concierge team; liaison with all departments to ensure seamless VIP services.
• Welcome guests on arrival with room introductions and a warm overview of services.
• Act as personal concierge for reservations, activities, transportation, and local recommendations.
• Maintain guest profiles and preferences in Opera/KYC systems for accurate service delivery.
• Monitor guest feedback and KPIs; implement improvements for satisfaction scores.
• Develop training programs to elevate service standards and Regent guest experiences.
• Collaborate with management to ensure Forbes Five-Star standards are met.

Skills

Guest services leadership

Team leadership

Communication

Hospitality software

Education

Bachelor's degree in hospitality management

Tools

Opera

Job description

Regent Santa Monica Beach, part of IHG Hotels & Resorts, is seeking a Regent Experience Manager to elevate guest relations along the Pacific coastline. You will oversee front desk operations, Concierge teams, and VIP services, ensuring anticipatory service and personalized experiences from pre-arrival to post-departure.

The role requires at least 2 years in guest services leadership, a hospitality degree preferred, and strong communication.