Guest Experience Manager

Lore Group•Washington, DC

10d•$60,000 - $75,000

About The Position

Riggs Washington DC sits on the iconic downtown corner of Penn Quarter’s 9th and F Street in a historic building once home to Riggs National Bank. Each of the Hotel’s 181 guest rooms offers a playful nod to the building’s legacy. Riggs is home to the all-occasion European brasserie-inspired restaurant Café Riggs, as well as Silver Lyan – a subterranean bar from the internationally acclaimed Ryan Chetiyawardana, also known as Mr Lyan. Job Description Key Responsibilities: Lead the guest experience team, ensuring high levels of service and hospitality. Manage day-to-day guest interactions, responding to inquiries, requests, and concerns in a timely and professional manner. Coordinate with other departments, including front desk, housekeeping, and F&B, to enhance overall guest satisfaction. Monitor and analyze guest feedback and reviews, implementing improvements as necessary. Handle VIP guests, special requests, and ensure personalized experiences. Assist in training and mentoring staff to maintain service excellence. Ensure that all guest touchpoints, including check-in/check-out, room assignments, and amenities, exceed expectations. Work with the Director of Operations to develop guest experience strategies, including surprise and delight initiatives. Qualifications: Bachelor’s degree in Hospitality, Tourism, or related field (preferred). 2+ years of experience in a guest services, guest relations, or front office management role. Strong interpersonal and communication skills, with a focus on guest satisfaction. Ability to multitask and remain calm under pressure. Knowledge of hotel management software (e.g., Opera, PMS) is a plus. Passion for delivering exceptional guest experiences and problem-solving in real time. Pay Range: Salary $60,000 - $75,000 Benefits At Riggs Washington DC we are committed to giving our employees the skills and support required to deliver extraordinary experiences, and most importantly, to grow in their careers. On top of this we also like to offer our teams a wide range of benefits including: Medical, Dental & Vision Insurance (for full-time employees) 6 complimentary nights a year at any Lore Group hotel Lore Group Employee & Immediate Family Rates Lore Group Friend and Family Rates 50% Employee discount and 25% Friends and Family discount at over 800 partner hotels via Lore Discovery 50% discount in Lore Group restaurants and bars 10 Days Vacation - Plus every year an extra day Company Paid Life Insurance 1.5X annual salary Employee Assistance Program Referral Incentive 401K with 5% Match Training and Development Programs Additional perks via United Healthcare Complimentary Employee Meals Employee Recognition programs Equal Employment Opportunity Lore Group does not discriminate against employees or applicants for employment based upon race, color, religion, sex, national origin, age, disability, personal appearance, sexual orientation, gender identity or expression, marital status, family responsibilities, genetic information, matriculation, or political affiliation. We will make any reasonable effort to ensure that all applicants and employees receive equal opportunity in personnel matters, including recruiting, selection, training, placement, promotion, wages and benefits, transfers, terminations, and working conditions. Location: Washington, DC Our properties are widely celebrated for their thoughtful design, interesting use of space, engaging restaurants, award-winning bars and the passion of our people. We are passionate about our people and are committed to training, developing, mentoring, and coaching a world-class team to deliver memorable experiences for our guests. As a small, independent group, we are able to offer a personalised career progression on a global stage, with many of our team members having been able to move to our European and American properties, and vice versa, expanding their roles, careers and experiences. We prefer to promote and transfer within our group whenever possible, backed up by tailored training using internal and external resources. We firmly believe our future leaders are alongside us. Click here to discover stories below from Lore Group team members across Amsterdam, London, Washington DC and our group office in London.

Requirements

2+ years of experience in a guest services, guest relations, or front office management role.
Strong interpersonal and communication skills, with a focus on guest satisfaction.
Ability to multitask and remain calm under pressure.
Passion for delivering exceptional guest experiences and problem-solving in real time.

Nice To Haves

Bachelor’s degree in Hospitality, Tourism, or related field (preferred).
Knowledge of hotel management software (e.g., Opera, PMS) is a plus.

Responsibilities

Lead the guest experience team, ensuring high levels of service and hospitality.
Manage day-to-day guest interactions, responding to inquiries, requests, and concerns in a timely and professional manner.
Coordinate with other departments, including front desk, housekeeping, and F&B, to enhance overall guest satisfaction.
Monitor and analyze guest feedback and reviews, implementing improvements as necessary.
Handle VIP guests, special requests, and ensure personalized experiences.
Assist in training and mentoring staff to maintain service excellence.
Ensure that all guest touchpoints, including check-in/check-out, room assignments, and amenities, exceed expectations.
Work with the Director of Operations to develop guest experience strategies, including surprise and delight initiatives.

Benefits

Medical, Dental & Vision Insurance (for full-time employees)
6 complimentary nights a year at any Lore Group hotel
Lore Group Employee & Immediate Family Rates
Lore Group Friend and Family Rates
50% Employee discount and 25% Friends and Family discount at over 800 partner hotels via Lore Discovery
50% discount in Lore Group restaurants and bars
10 Days Vacation - Plus every year an extra day
Company Paid Life Insurance 1.5X annual salary
Employee Assistance Program
Referral Incentive
401K with 5% Match
Training and Development Programs
Additional perks via United Healthcare
Complimentary Employee Meals
Employee Recognition programs