Director of Guest Services and Standards

Job Details: Job Location: The Loren at Lady Bird Lake - AUSTIN, TX, Salary Range: Undisclosed, 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 Austin’s 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 won’t 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

Position Summary

The Director of Guest Service & Standards is a key member of The Loren Austin leadership team and reports directly to the General Manager. This position is responsible for establishing, implementing and continuously elevating the service standards that define the guest experience throughout the property.

The Director of Guest Service & Standards leads the property's approach to service excellence, ensuring a consistent, personalized and thoughtful experience across every stage of the guest journey. This role works throughout the hotel to translate The Loren's brand and luxury positioning into clear service expectations, behaviors and standards.

Through a visible presence in the operation, the Director of Guest Service & Standards observes service delivery, engages with guests and associates, provides coaching and identifies opportunities to strengthen the overall experience. The position also leads service training, quality assurance and continuous improvement initiatives across the property.

The ideal candidate is an experienced hospitality leader with a strong understanding of luxury service, guest engagement and operational excellence. They are equally effective developing standards and training programs, coaching teams in active operations and creating consistency throughout a dynamic hotel environment.

Responsibilities

Service Standards & Guest Experience

Develop, implement and maintain comprehensive service standards for the property.
Define clear expectations for guest interaction, communication, presentation, personalization, anticipation, follow-through and service recovery.
Establish a consistent service philosophy that reflects The Loren brand and luxury positioning.
Develop guest journey standards covering arrival, stay experience, dining, special occasions, requests, issue resolution and departure.
Regularly evaluate the guest experience and identify opportunities to improve service quality and consistency.
Establish standards for recognizing guest preferences, anticipating needs and creating personalized experiences.
Develop and maintain effective service recovery standards that support timely and thoughtful resolution of guest concerns.
Ensure service standards remain relevant, practical and aligned with the evolving expectations of luxury travelers.

Service Excellence & Operational Presence

Maintain a visible presence throughout the property to observe service execution and the overall guest experience.
Evaluate key guest touchpoints for consistency, professionalism, personalization and attention to detail.
Provide real-time coaching and feedback to reinforce service expectations and improve execution.
Identify service gaps, recurring challenges and opportunities for operational improvement.
Support consistent communication and effective handoffs throughout the guest journey.
Assist with VIP experiences, special occasions and other high-touch guest interactions.
Serve as a resource for service recovery and complex guest situations when appropriate.
Support property initiatives, activations and events where elevated service execution is required.

Training & Development

Create and oversee a comprehensive service training program for the property.
Develop training materials, service standards, SOPs, checklists and ongoing learning resources.
Establish service-focused onboarding standards for new associates.
Conduct regular service training, refreshers and targeted development sessions.
Coach leaders and associates on guest engagement, communication, service recovery, personalization and service execution.
Create tools that help teams understand and consistently apply service standards.
Reinforce service expectations through ongoing observation, coaching, recognition and follow-up.
Promote continued learning and development around luxury hospitality and guest experience.

Quality Assurance & Continuous Improvement

Establish measurable service standards and performance indicators to evaluate execution.
Conduct regular property walks, guest journey audits and service observations.
Review guest satisfaction results, online reviews, direct guest feedback and internal feedback to identify trends.
Develop action plans to address recurring service opportunities and track progress.
Evaluate service processes and procedures for effectiveness and consistency.
Identify opportunities to improve the physical, operational and interpersonal elements of the guest experience.
Maintain current service standards and training materials as operations and guest expectations evolve.
Provide regular service and guest experience updates to the General Manager.

Guest Engagement

Act as a visible ambassador of The Loren's service culture.
Build genuine relationships with guests and remain attentive to opportunities for personalization.
Engage with guests throughout the property to understand their experience and respond to needs.
Support recognition of returning guests, VIPs, celebrations and special occasions.
Assist with resolving guest concerns in a professional, thoughtful and timely manner.
Use guest feedback and direct observations to identify opportunities to enhance the experience.

Leadership & Culture

Model the service behaviors and professional standards expected throughout the property.
Promote a culture of hospitality, accountability, teamwork and attention to detail.
Build strong working relationships throughout the hotel.
Recognize associates who consistently demonstrate exceptional hospitality and service excellence.
Communicate service expectations clearly and consistently.
Support a shared understanding of The Loren's service philosophy and guest experience standards.
Work closely with the General Manager on initiatives designed to enhance guest satisfaction, service quality and property performance.

Loren 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 and Formal Training

Bachelor's degree in hospitality management, business administration or a related field preferred.
High school diploma or equivalent required.

Experience

Minimum 5-7 years of progressive leadership experience in luxury hospitality, upscale hospitality or a comparable guest-service environment.
Previous luxury or boutique hotel experience preferred.
Demonstrated experience developing, implementing or elevating hospitality service standards.
Experience developing and delivering service training programs.

Knowledge & Skills

Strong understanding of luxury guest expectations and personalized service.
Strong coaching, communication and presentation skills.
Ability to translate service expectations into clear standards and practical training.
Strong operational judgment and awareness.
Ability to identify opportunities to improve the guest experience through observation and feedback.
Strong attention to detail and follow-through.
Professional presence and confidence interacting with guests, associates and leadership.
Ability to work effectively in a dynamic hotel environment.
Ability to manage multiple priorities while maintaining consistent attention to service quality.

Physical Demands

The physical demands described here are representative of those required to perform the essential functions of the position. Reasonable accommodations will be made in accordance with applicable law.

Must have the visual ability to inspect guest and operational areas throughout the hotel.
Must have the mobility to move throughout front-of-house and back-of-house areas.
Must be able to regularly inspect interior and exterior areas of the property.
Position requires periods of standing and walking during active operations.

Work Environment

General office and hotel environment. Schedule flexibility is required based on hotel operations, including evenings, weekends and holidays.