Assistant Director of Guest Experience - Regent Santa Monica Beach

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. 

Job Summary:

As the Assistant Director of Guest Experience, you will elevate guest relations. Deliver impeccable, anticipatory service while acting as our established guests’ central property point of contact. This leader shall be accountable for overseeing the Front Desk, Emerald Connect, Concierge, and the Guest Services team. Enhancing the overall guest journey from pre-arrival to making a lasting impression post-departure by offering exceptional personalized service and “Enabling Uplifting Experiences.” This will ensure seamless coordination of guest preferences by maximizing satisfaction and acting with thoughtful kindness.   

A little bit about your day:

Reporting to the Director of Guest Experience, every day is different, but you will mostly:

• Promote Regent’s service philosophy and style through our people attributes. 
• Conduct daily shift briefings. 
• Lead and manage a team of Concierge and Front Office 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.
• Manage and train the front office, and guest experience team to uphold service standards, sequence of service and monitor the hotel’s upsell program,
• Create, implement, and uphold standard operating procedures.
• Conduct regular performance evaluations to provide positive and constructive feedback to colleagues. 
• Maintain a cash bank and ensure proper cash handling procedures are observed by all colleagues.
• Facilitate and oversee welcome and evening rituals.
• Train, mentor, and develop front office and guest experience team, fostering a team-oriented culture of excellence and ensuring consistent delivery of exceptional guest experiences. 
• Implement and hold the team accountable for Regent Santa Monica Beach service standards to meet and exceed guests' expectations.
• Review and analyze guest feedback and implement necessary improvements to enhance guest experience.  
• Handle complaints and resolve issues promptly, ensuring proper follow-up and guest satisfaction.
• 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. 
• 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. 
• Monitor key performance indicators and track progress towards meeting guest satisfaction goals, providing regular reports and analyses to senior management. 
• Collaborate with management to maintain service standards aligned with Forbes Five-Star Standards.

What we need from you:

• Minimum of 2 years of experience in a guest services leadership role, preferably in a luxury hotel environment. 
• A 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 familiar 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 $90,000.00 to $100,000.00. 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.