Regent Experience Manager- Regent Santa Monica Beach

IHG • Santa Monica, CA

6h • Onsite

About The Position

Regent Santa Monica Beach, part of IHG Hotels & Resorts’ luxury and lifestyle portfolio, offers 167 opulent guest rooms and suites, starting at 720 square feet, featuring spa-like bathrooms with soaking tubs, walk-in rain showers, double vanities, and Perricone MD products. The resort, located on the Pacific Ocean, blends timeless elegance with modern luxury. It includes four dining destinations: Orla and Orla Bar by Chef Michael Mina, Azure Bar, and Sweet July Café in collaboration with Ayesha Curry. Additionally, it boasts a 10,000 square feet Guerlain Wellness spa, an outdoor pool (Azure Pool), The Regent Boutique, and a state-of-the-art Fitness Center. This opening marks the brand's historic return to Los Angeles as its Americas flagship. As a Regent Experience Manager, you will enhance guest relations by providing impeccable, anticipatory service and acting as the central property point of contact for established guests. This leadership role involves overseeing the front desk, emerald connect, and improving the entire guest journey from pre-arrival to post-departure, ensuring exceptional personalized service and “Enabling Uplifting Experiences” through seamless coordination of guest preferences, maximizing satisfaction, and acting with thoughtful kindness.

Requirements

• Minimum of 2 years of experience in a guest services leadership role, 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.

Nice To Haves

• Bachelor's degree in hospitality management or a related field.

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.

What This Job Offers

• Job Type: Full-time
• Career Level: Manager