Guest Services Manager - Regent Santa Monica Beach Opening 2024

at  Regent

ABOUT US:

Regent Santa Monica Beach—an IHG Hotels & Resorts (IHG) property—lands in Santa Monica as the first destination in the Americas.
Poised to open in 2024, Regent Santa Monica Beach will usher in a new era of extraordinary experiences to the California coastline. The resort will set a new standard for modern upper luxury, bringing a fresh perspective to beachfront splendor and effortlessly bold experiences to become an iconic destination.
Regent Santa Monica Beach is set on a coveted coastline location, steps from the famed Santa Monica Pier. The resort will celebrate the beauty of unexpected harmony through contrasts, delivering inspired stays through a blend of serenity and a touch of decadence. The resort will feature sumptuous and tranquil rooms and suites, along with a stunning beachfront pool deck with multiple pools and a destination spa and wellness center. Additionally, Regent Santa Monica Beach will welcome guests from near and far with unforgettable epicurean experiences, including a restaurant concept created in collaboration with an acclaimed celebrity chef as well as a high-end artisanal marketplace.

JOB SUMMARY:

We are seeking an experienced and dynamic individual to join our team as the Guest Services Manager at our luxury hotel. The Guest Services Manager will lead a team of Bellpersons and Doorpersons in providing exceptional assistance, luggage, transportation, and guest interactions. This leader shall also collaborate with the valet team to ensure a seamless guest journey from arrival to departure. Your attention to detail, professionalism, and commitment to exceeding guest expectations will ensure an unforgettable experience.

WHAT WE NEED FROM YOU:

• Minimum of 5 years of experience in the luxury hotel industry, preferably in a guest services or supervisory role.
• Exceptional customer service skills with a warm and friendly demeanor.
• Strong leadership and team management abilities, with a proven track record of motivating and developing a team.
• Excellent problem-solving and decision-making skills.
• Outstanding organizational and multitasking abilities.
• Excellent verbal and written communication skills.
• Proficiency in using hotel management software and computer systems.
• Ability to work flexible hours and adapt to a fast-paced environment.
• Bachelor’s degree in hospitality management or a related field (preferred).

WHAT YOU CAN EXPECT FROM US:

The annual pay range for this role is $70,000.00 to $80,000.00. This range is only applicable for jobs to be performed at Regent Santa Monica Beach. This is the lowest to highest pay scale we in good faith believe we would pay for this role at the time of this posting. We may ultimately pay more or less than the posted range, and the range may be modified in the future. A team member’s pay position within the pay range will be based on several factors including, but limited to, relevant education, qualifications, certifications, experience, skills, seniority, geographic location, performance, shift, travel requirements, sales or revenue-based metrics, and business or organizational needs.
Note: No amount of pay is considered to be wages or compensation until such amount is earned, vested, and determinable. The amount and availability of any bonus, commission, or any other form of compensation that are allocable to a particular employee remains in the Company’s sole discretion unless and until paid and may be modified at the Company’s sole discretion, consistent with the law.
Join us and you’ll become part of the global IHG family – and like all families, all our individual team members share some winning characteristics. As a team, we work better together – we trust and support each other, we do the right thing and we welcome different perspectives. You need to show us you care, that you notice the little things that make a difference to guests as well as always looking for ways to improve.
In return, we’ll give you a competitive financial and benefits package which may include healthcare support, dental, vision, disability and life insurance support, and a matching 401k plan. 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 / Disabled / Veterans.
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?
Regent is the epitome of modern luxury for the world’s most discerning travelers. Pushing the boundaries of refined living since 1971, Regent colleagues have set out once more to reimagine uplifting experiences that balance serenity and stimulation to heighten the senses. This, is new. This, is Regent.
Let’s Go Further Together.
Don’t quite meet every single requirement, but still believe you’d be a great fit for the job? We’ll never know unless you hit the ‘Apply’ button. Start your journey with us today

• Ensure that all guests receive personalized, efficient, and exceptional service that exceeds their expectations at all times. Strive to maintain the hotel’s reputation for outstanding customer service.
• Manage and inspire a dedicated team of bellmen and doormen and work very closely with the Valet colleagues. Provide training, mentoring, and ongoing support to ensure a high standard of guest care.
• Oversee all aspects of the guest services department, including bell/door services, and guest relations. Coordinate daily activities to ensure efficient operations and prompt response to guest inquiries and requests.
• Serve as the main point of contact for any guest concerns, complaints, or special requests. Resolve issues in a professional and timely manner while maintaining a calm and friendly demeanor.
• Offer guidance and information to guests regarding hotel amenities, local attractions, and services available in the surrounding area, catering to their needs and preferences to enhance their stay.
• Create work schedules for the guest services team, ensuring adequate coverage at all times. Develop the sequence of service and departmental SOPs for the Doorperson and Bellperson. Conduct regular training sessions to enhance the skills and knowledge of colleagues. Serve as Manager on duty for the hotel as directed. Ensure all colleagues are held accountable for the delivery of Regent service standards.
• Implement quality control measures to monitor service standards and ensure adherence to established protocols. Establish processes for evaluating guest feedback and take appropriate action to address any issues or discrepancies.
• Collaborate and communicate effectively with other hotel departments, including Front Office, Guest Experience, Housekeeping, Engineering, and food and beverage, to ensure a seamless guest experience. Provide assistance and support to other departments as needed.
• Oversee the management of payroll and gratuities, ordering of supplies, and other administrative tasks related to the guest services department. Maintain accurate records and reports for analysis and decision-making purposes.
• Oversee the handling and storage of guests’ luggage, ensuring proper delivery to the rooms and timely retrieval upon their request for departure, ensuring utmost care is taken with fragile or valuable items