Guest Experience Manager - 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:

As a Guest Experience Manager, 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, and 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 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 departm...