Assistant Director of Guest Experience - Regent Santa Monica Beach Opening 2024

About us:

Regent Santa Monica Beach—an IHG Hotels & Resorts (IHG) property—lands in Santa Monica in 2024 as the first destination in the Americas.

The resort will set a new standard for modern upper luxury. 

Located 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 rooms and suites, along with a stunning beachfront pool deck, a destination spa, and a wellness center.

Additionally, Regent Santa Monica Beach will welcome guests for 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:

The Assistant Director of Guest Experience will oversee the daily operations of the Front Office and Guest Experience departments, ensuring exceptional guest service, maximizing revenue opportunities, and maintaining a harmonious work environment.

The ideal candidate will have a strong background in front desk operations to deliver a guest experience that is unique and brings the Regent brand to life.

A little bit about your day:

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


* Greet and welcome guests with warmth and professionalism.


* Address guest inquiries, requests, and concerns with a proactive and positive approach, exceeding their expectations.


* Ensure personalized and anticipatory service for all guests.

Attentively carry out guest preferences by following internal communication methods.


* Develop and maintain relationships with VIP guests, understanding their preferences and expectations to provide personalized and tailored services


* Manage and train the front office, and guest experience team to uphold service standards, sequence of service, and implement, train, and monitor the hotel’s upsell program for front desk agents. Standard operating procedures.


* Conduct daily shift briefings and regular performance evaluations to provide positive and constructive feedback.


* Maintain a cash bank and ensure proper cash handling procedures are observed by all colleagues.


* Maintain guest credit limit and balance reports, immediately following up on any discrepancies.


* Acting as the primary point of contact for guests, ensuring exceptional service and satisfaction throughout their stay.


* Accurately update the Opera and KYC system for arrivals, departures, preferences, profile notes, traces, and alerts to ensure up-to-date guest information.


* Developing, implementing, and evaluating policies and procedures to enhance guest experiences and streamline front desk operations.


* Oversee daily front-office operations, including guest resignations and guest departures.

Provide guest room escorts when assigned.

Facilitate and serve welcome and ...