Guest Experiences Manager

About Us

At the cornerstone of Ladybird Lake and the Austin Skyline, the internationally recognized best in class Luxury Hotel Group, The Loren Hotel will bring a level of understated luxury and sophistication to Austin.

With its unparalleled views of Lady Bird Lake and the Austin skyline, The Loren invites discerning residents and guests to experience the ultimate in understated luxury and curated Austin culture. Our modern hotel rooms, impeccable service, and exclusive amenities offer the perfect complement to our indoor-outdoor environment, uniquely set within Austins most beloved green space.

We are Uncompromising by Nature

We are here for those who question the ordinary. Who shun the mundane, the dull and the blunt. The risk-takers, the tree-shakers, the trail-makers. Those who believe in more, in further, and better. Who wont settle for second, or for good enough? or nearly there? Who will get to their feet and not be shaken by doubters. Not afraid to be one of the curious minds. Who will talk of the world with elegance and charm. Knowing of its beauty, its delicate place. Yet embrace those things that bring us on. Art, food, wine, and song. Find us, united by a love for life. Its zest, its zing its unpredictable turns. Join our commitment, our passion, and flair. Free spirits with soul.

Our Full-time Eligible benefits include:

Participation in 401(k) with company match of up to 4%*

Medical with 0 deductible/0 co-pay options/Dental/Vision/FSA/STD/LTD/Life and AD&D/Hospital Indemnity

Paid PTO

Paid Holidays

Paid Maternity/Paternity Leave

Employee Assistance Program*

Complimentary Employee Meal*

Complimentary Bus Passes*

50% off Dining in Nido*

Recognition Programs, Incentives and Celebrations*

*Benefits available to Part time Associates

Job Summary/Responsibilities

The Guest Experience Manager is responsible for owning and overseeing the entire guest journey, ensuring a personalized and seamless experience from reservation confirmation through pre-arrival, arrival, the duration of the stay, departure, and post-stay engagement.

This position plays a key leadership role in maintaining the hotel's luxury service standards, anticipating guest needs, building lasting relationships, and creating memorable experiences that encourage guest loyalty and repeat business.

- Own and oversee the complete guest journey, including pre-arrival communication, personalized welcome emails, guest preferences, special requests, celebrations, and post-stay follow-up.

- Proactively communicate with guests prior to arrival to understand expectations, anticipate needs, and coordinate personalized arrangements.

- Manage pre-arrival requests in collaboration with the Reservations team, ensuring all preferences and special arrangements are properly documented and executed.

- Ensure guest profiles, preferences, special occasions, VIP information, and historical guest information are accurately maintained in the hotel's property management and guest communication systems.

- Coordinate guest transportation, including complimentary house car scheduling and airport transfers.

- Directly supervise and develop the Bell Team, maintaining exceptional standards for guest arrivals, departures, luggage handling, and personalized service.

- Establish, implement, and maintain departmental service standards, operating procedures, and training programs to ensure consistent luxury service delivery.

- Recruit, train, coach, and develop team members, providing ongoing feedback, performance evaluations, and opportunities for professional growth.

- Manage Bell Team scheduling, staffing levels, labor productivity, and daily operational priorities.

- Coordinate with Front Office, Housekeeping, Food & Beverage, Engineering, Reservations, and other departments to ensure seamless service throughout the guest journey.

- Maintain accountability for outstanding guest requests and concerns, ensuring appropriate departments follow through and issues are resolved in a timely manner.

- Build meaningful guest relationships, recognize returning visitors and VIPs, and create personalized experiences that encourage loyalty and retention.

- Oversee and manage all guest feedback, satisfaction surveys, online reviews, and guest comments across all communication and review channels. Ensure timely, professional, and personalized responses while coordinating with relevant departments to address concerns and implement corrective actions.

- Take ownership of guest recovery efforts, ensuring concerns are followed through to resolution, appropriate recovery measures are implemented, and guests receive personalized follow-up.

- Monitor guest satisfaction trends, identify recurring service opportunities, and communicate feedback and improvement recommendations to the Director of Rooms and department leaders.

- Establish procedures for monitoring guest feedback, managing service recovery, and ensuring consistent follow-up across all guest communication channels.

- Maintain relationships with the local concierge community, restaurants, and hospitality partners while developing extensive knowledge of Austin's dining, entertainment, cultural attractions, and events.

- Provide tailored recommendations and arrange unique local experiences based on individual guest preferences.

- Establish and maintain luxury service standards, emphasizing consistency, discretion, attention to detail, and anticipatory hospitality.

- Represent the hotel professionally within the local hospitality community and develop partnerships that enhance the property's reputation and guest offerings.

- Monitor departmental expenses, labor productivity, and operating supplies while maintaining established luxury service standards.

- Identify opportunities to improve operational efficiency, resource utilization, and service delivery without compromising the guest experience.

- Monitor key guest experience performance indicators, including guest satisfaction scores, online reputation, guest recovery effectiveness, pre-arrival communication, VIP recognition, and Bell Team service performance.

- Participate in departmental leadership meetings and collaborate with department leaders to identify opportunities for operational improvement and enhanced guest satisfaction.

Supervisory Duties

1-10 associates

Core Competencies

Drawn from our core values, each competency is built upon a set of basic behaviors that are shared by all associates, regardless of role which include:

- Integrity and Respect

- Communication

- Innovation

- Teamwork and Relationships

- Hospitality

- Job Excellence

- Managing and Developing Others

- Leadership

Qualifications

Education/Formal Training

- High school or equivalent education required. Bachelor's degree preferred.

Experience

- Minimum of 3–5 years of experience in luxury hospitality, preferably in concierge services, front office, or guest relations within an upscale or luxury hotel environment.

- Minimum of 1–2 years of supervisory or leadership experience, with a demonstrated ability to lead, motivate, and develop team members while maintaining exceptional service standards.

Knowledge/Skills

- Strong understanding of luxury service standards and personalized guest service.

- Proficiency in Opera Cloud PMS, Revinate and Kipsu (or similar guest messaging platform), is required.

- Knowledge of Toast, Resy, and OpenTable is preferred.

- Strong computer skills and the ability to manage guest profiles, preferences, reservations, communication, and service requests through hotel technology platforms.

- Experience managing online guest reviews, satisfaction surveys, reputation management, and guest recovery.

- Excellent communication, interpersonal, organizational, and leadership skills.

- Demonstrated experience supervising, coaching, and developing a guest-facing team.

- Experience managing departmental scheduling, labor productivity, and operational expenses.

- Extensive knowledge of Austin's restaurants, attractions, entertainment, and local hospitality scene.

- Established relationships within the concierge and restaurant community are highly desirable.

- Ability to anticipate guest needs, manage multiple priorities, and coordinate effectively across departments.

- Professional presentation, discretion, attention to detail, and a genuine passion for hospitality.

Physical Requirements

The physical demands described here are representative of those that must be met by an associate to successfully perform the essential functions of this job. Reasonable accommodations may be made to enable individuals with disabilities to perform the essential functions.

- Ability to read written forms of communication and monochrome computer screen.

- Must be able to operate computer, calculator and telephone keyboards, for cash handling and paperwork processing.

- Must be able to understand and follow verbal/written instructions, work on more than one task at a time, and be able to communicate both verbally and in writing.

- 90% of shift is standing, Bending/kneeling - repeated bending and kneeling required while filing.

- Mobility - must be able to reach all areas of hotel to assist clients. Occasional standing. Occasional carrying and lifting of files and office items up to 25 lbs.