Guest Experience Manager

Our urban oasis, situated at the corner of Hollywood and Highland, is your perfect base for moving and shaking, tinseltown-style. Loews Hollywood Hotel offers you movie-star magic and modern upscale amenities. Welcome to Style and Stature in the Hollywood Hills.

Who We Are: Founded in 1960, Loews Hotels & Co operates iconic hotels and resorts across the U.S. Together, our diverse and welcoming teams craft exceptional experiences in iconic destinations.

Growth and belonging start here; you'll be valued for who you are and the goals you have. Whether your next career chapter involves making memories for guests or supporting our properties in our Corporate Office, every role-from Guest Services to Finance, Culinary to IT-offers opportunities to grow and make a meaningful impact.

Creating a Team Member experience where you belong no matter what age, race, color, religion, sex, sexual orientation, gender identity, national origin, veteran or disability status that makes you, you is a daily focus for us.

What We Offer:

• Competitive health & wellness benefits, 401(k) & company match

• Paid Sick Days, Vacation, and Holidays, Paid Bereavement, Paid Pet Bereavement

• Training & Development opportunities, career growth

• Tuition Reimbursement

• Pet Insurance

• Team Member Hotel Rates, other discounts, perks and more

What We're Looking For:

We are seeking An experienced and dynamic Assistant Front Office Manager to lead and supervise the operational activities of our guest services team at Loews Hotels. This pivotal role is responsible for ensuring our team delivers exceptional service and quality, consistently exceeding guest expectations at the front desk and in concierge services.

Who You Are:

• A natural leader with the ability to inspire and motivate a diverse team, fostering a positive and collaborative work environment.
• Committed to delivering exceptional guest experiences, with a passion for anticipating and exceeding guest needs.
• Communicates with authenticity, reflecting our culture of support, inclusion, and service in all written and verbal exchanges.
• Proactive in resolving issues and addressing guest concerns, with the ability to think critically and make sound decisions under pressure.
• A highly organized individual with strong multitasking abilities, able to prioritize effectively and manage time efficiently in a fast-paced environment.
• Veterans and military spouses encouraged to apply

What You'll Do:

• Manage daily operations of the Front Office Team.
• Responsible for leading and delivering exceptional guest experience.
• Lead and supervise the guest services team to ensure high performance, morale, and compliance with service standards.
• Manage payroll services for the Team Members assigned including scheduling, time-card edits, approval of time-off and reporting on one-time payments.
• Monitor, communicate, and respond to guest feedback to enhance service quality and develop strategies for increasing guest loyalty and satisfaction.
• Oversee room allocations based on guest preferences and coordinate with housekeeping.
• Implement training programs while mentoring staff to foster professional growth.
• Serve as the primary contact for internal and external inquiries.
• Conduct audits and maintain accurate financial records, ensuring timely payment processing and analyzing financial performance.
• Prepare performance reports for management on operational effectiveness and guest feedback.
• Collaborate on initiatives to promote hotel services and enhance operational efficiency.
• Handle emergencies with professionalism while ensuring the safety and security of guests and staff.
• Perform additional duties as assigned.

Your Qualifications Includes:

• Bachelor's Degree or relevant work experience required.
• Minimum of two years guest service experience in hotel hospitality preferred.
• Minimum one-year guest service leadership role preferred.
• Experience with previous Property Management System, preferred Opera System.
• Knowledge of budgeting, forecasting, and financial analysis in a hotel setting preferred.
• Ability to stand for long periods of time required.
• Ability to work weekends, evenings, holidays as necessary/required.

Who You'll Supervise:

• Front Desk Team
• Guest Services Team

Salary range for this position, based on experience, is $70,304.00 to $78,400.00.

Loews Hotels & Co is an Equal Opportunity Employer that does not discriminate on the basis of actual or perceived race, color, creed, religion, national origin, ancestry, citizenship status, age, sex or gender (including pregnancy, childbirth and pregnancy-related conditions), gender identity or expression (including transgender status), sexual orientation, marital status, military service and veteran status, physical or mental disability, genetic information, or any other characteristic protected by applicable federal, state or local laws and ordinances.