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Guest Experience Manager

1 month ago

Santa Monica, California, United States IHG Full time
About Us

Regent Santa Monica Beach is a luxury hotel that sets a new standard for modern upper luxury. Located steps from the Santa Monica Pier, the resort celebrates the beauty of unexpected harmony through contrasts, delivering inspired stays through a blend of serenity and decadence.

Job Summary

As a Guest Experience Manager, you will elevate guest relations by delivering impeccable, anticipatory service. You will act as our established guests' central property point of contact, overseeing the front desk, Emerald Connect, and enhancing the overall guest journey from pre-arrival to post-departure.

Key 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, and all VIP Services, fostering a culture of excellence and ensuring consistent delivery of exceptional guest experiences.
  • Welcome guests upon arrival, providing room escorts, and a warm and friendly introduction to the hotel's services and facilities.
  • Act as a personal concierge, assisting guests with reservations, booking activities, arranging transportation, and providing recommendations for local attractions, dining, and entertainment options.
  • Serve 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 and post-stay communication with all guests.
  • Accurately update the Opera and KYC system for arrivals, departures, preferences, profile notes, traces, 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, understanding their preferences and expectations to provide personalized and tailored services.
  • Collaborate with various departments to ensure seamless coordination of guest preferences and services, including front desk operations, housekeeping, food and beverage, spa, and transportation.
  • Inspect guest rooms to ensure cleanliness and preferences have been elegantly and thoughtfully arranged.
  • Oversee the implementation and execution of the hotel's guest recognition program (One Rewards), ensuring it meets the highest standards and provides a unique, memorable experience for our VIP guests.
  • Continuously analyze guest feedback and reviews, identifying areas of improvement and implementing strategies to enhance the overall guest experience and satisfaction scores.
  • Create and maintain a comprehensive database of guests and VIPs, preferences, and historical information to facilitate proactive guest engagement and personalized offerings.
  • Ensure a high level of accuracy and attention to detail when managing guest preferences and maintaining guest history records.
  • Stay updated on industry trends, emerging technologies, and best practices related to guest experience and VIP services, adapting strategies and practices accordingly.
  • Develop and implement training programs according to Regent Santa Monica Beach standards for all colleagues to elevate service standards and foster a culture of exceeding guest expectations.
  • Monitor key performance indicators and track progress towards meeting guest satisfaction goals, providing regular reports and analyses to senior management.
  • Manage guest complaints and resolution processes, taking ownership of guest concerns and ensuring prompt and satisfactory resolution.
  • Collaborate with management to maintain service standards aligned with Forbes Five-Star Standards.
Requirements
  • Minimum of 2 years of experience in a guest services leadership role, preferably in a luxury hotel environment.
  • Bachelor's degree in hospitality management or a 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 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.
About IHG

IHG is a global hospitality company that owns a portfolio of 18 brands, including Regent Hotels & Resorts. We are committed to providing exceptional guest experiences and delivering outstanding service to our guests.

We are an equal opportunity employer and welcome applications from diverse candidates. If you are passionate about delivering exceptional guest experiences and have a strong background in hospitality, we encourage you to apply for this exciting opportunity.