Director of Guest Experience - Regent Santa Monica Beach at IHG Career

Santa Monica, California, United States -

Full Time

Start Date

Immediate

Expiry Date

15 Jun, 26

Salary

125000.0

Posted On

17 Mar, 26

Experience

5 year(s) or above

Remote Job

Yes

Telecommute

Yes

Sponsor Visa

Skills

Team Leadership, Guest Experience Management, Concierge Services, VIP Services, Personalized Service, Pre-arrival Communication, Guest Relationship Management, Interdepartmental Collaboration, Guest Recognition Programs, Feedback Analysis, Database Management, Training Program Development, Performance Monitoring, Problem Resolution, Forbes 5-Star Standards, Hospitality Software Proficiency

Industry

Hospitality

Description

About Us: Regent Santa Monica Beach, part of IHG Hotels & Resorts’ luxury and lifestyle portfolio, presents a new era of indulgence offering 167 opulent guest rooms and suites. Introduced at a generous 720 square feet, rooms feature spa-like and luxurious bathrooms complete with a soaking tub, walk-in rain shower, double vanity and Perricone MD products, alongside thoughtful mementos through distinct Regent hallmarks. Poised along a coveted coastline overlooking the Pacific Ocean, the resort celebrates the allure of unexpected harmony through contrasts, delivering inspired stays with a seamless blend of timeless elegance and modern luxury. Regent Santa Monica Beach is home to four dining destinations, each offering unique epicurean discoveries. Orla and Orla Bar by James Beard Award-winning chef Michael Mina brings the peerless charm and boundless flavor of the Mediterranean to Southern California, while the poolside Azure Bar presents elevated poolside dining and creative cocktails. Sweet July Café debuts in collaboration with Ayesha Curry with exclusive menu items and a curated selection of beloved coffee and tea beverages. The beachfront oasis also boasts a 10,000 square feet Guerlain Wellness spa, outdoor pool (Azure Pool), The Regent Boutique, and state-of-the-art Fitness Center. The opening of Regent Santa Monica Beach marks a historic return of the brand to Los Angeles and represents the Americas flagship. For more information visit RegentSantaMonicaBeach.com. We are seeking an experienced and dynamic individual to join our team as the Director of Guest Experience at our luxury hotel. The Director of Guest Experience will be responsible for the Guest Experience and Concierge team. This leader shall be accountable for enhancing the overall guest journey from pre-arrival to departure by offering exceptional personalized service, ensuring seamless coordination of guest preferences by maximizing satisfaction, and creating extraordinary experiences. A little bit about your day Reporting to the Director of Rooms, every day is different, but you’ll mostly be: * Leading and managing a team of Guest Experience Managers, agents, Concierge staff, and all VIP related Services, fostering a culture of excellence and ensuring consistent delivery of exceptional guest experiences. * Welcoming and greeting guests upon arrival, providing a warm and friendly introduction to the resort services and facilities. * Acting as a personal concierge, assisting guests with certain reservations, booking activities, arranging transportation, and providing recommendations for local attractions, dining, and entertainment options. * Serving as a butler for designated guests and VIPs, attending to their every need, including packing and unpacking, garment pressing, shoe shining, and ensuring their accommodation is beautifully presented and well-maintained. * Implement processes for pre-arrival, mid stay and post-stay communication with all guests. * Developing and maintaining relationships with VIP guests, understanding their needs, preferences, and expectations to provide personalized and tailored services. * Collaborating with all departments to ensure seamless coordination of guest preferences and services, including front desk operations, housekeeping, food and beverage, spa, and transportation. * Overseeing the implementation and execution of the hotel's guest recognition program, ensuring it meets the highest standards and provides a unique, memorable experience for all guests. * Continuously analyzing guest feedback and reviews, identifying areas of improvement and implementing strategies to enhance the overall guest experience and guest satisfaction scores. * Creating and maintaining a comprehensive database of guests and VIPs, preferences, and historical information to facilitate proactive guest engagement and personalized offerings. * Ensuring a high level of accuracy and attention to detail when managing guest preferences and maintaining guest history records. * Staying updated on industry trends, emerging technologies, and best practices related to guest experience and VIP services, adapting strategies and practices accordingly. * Developing, implementing and maintaining all training programs according to Forbes 5-star standards for all colleagues to elevate service standards and foster a culture of exceeding guest expectations. * Monitoring key performance indicators and tracking progress towards meeting guest satisfaction goals, providing regular reports and analyses to senior management. * Managing guest challenges and resolution processes, taking ownership of guest concerns and ensuring prompt and satisfactory resolutions. What We need from you: * Bachelor's degree in hospitality management or a related field. * Minimum of 5 years of experience in guest services or concierge preferably in a luxury hotel environment. * 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 the ability to interact effectively with guests, staff, and senior management. * Detail-oriented with exceptional 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. What you can expect from us: The salary pay range for this role is $115,000.00 to $125,000.00. This range is only applicable for jobs to be performed at Regent Santa Monica Beach. This position is eligible for bonus pay. We offer a comprehensive package of benefits including paid time-off, wellness and sick time, medical/dental/vision insurance, 401k plan, complimentary parking, employee cafeteria meals, and many other benefits to eligible colleagues. Hotel discounts worldwide are available as well as access to a wide variety of discount programs and the chance to work with a great team of people. Most importantly, we'll give you the room to be yourself. IHG is an equal opportunity employer: Minorities / Females / Veterans / Disabled. At IHG, we’ve made a promise. As one of the world’s leading hotel groups, we’re here to deliver True Hospitality for Good. Making our guests and colleagues feel welcome, cared for, recognised and respected – wherever they are in the world. Want to be part of the journey? Guests have made grand entrances through the doors of Regent® Hotels & Resorts for nearly half a century. Born in 1970, our collection of modern hotels and resorts are home to stays both serene and sensational. The type of experiences that elevate above the noise and charm for even the most seasoned of travellers. An invitation to life’s most scenic moments. We are the legendary innovative luxury brand, reimagining modern hospitality by sparking fresh perspectives across hand selected hotels and resorts. Regent colleagues are gracious hosts, with emboldened spirit and dynamic as they provide meaningful moments to deliver the greatest of the guest experiences.

Responsibilities

This leader is responsible for managing the Guest Experience and Concierge team, focusing on enhancing the entire guest journey from pre-arrival to departure through exceptional, personalized service. Key duties include leading staff, acting as a personal concierge for guests and VIPs, implementing communication processes, and collaborating across all hotel departments to ensure seamless service delivery.