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About the Role

The Director of Guest Service & Standards is responsible for establishing, implementing, and elevating the service standards that define the guest experience at The Loren Austin. This role leads the property's approach to service excellence, ensuring a consistent, personalized, and thoughtful experience across every stage of the guest journey, translating The Loren's brand and luxury positioning into clear service expectations, behaviors, and standards.

Responsibilities

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.
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.
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.
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.
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.
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.

Requirements

Bachelor's degree in hospitality management, business administration, or a related field preferred.
High school diploma or equivalent required.
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.
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.
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.
Schedule flexibility is required based on hotel operations, including evenings, weekends, and holidays.

Skills

Guest Service Standards
Guest Experience
Service Excellence
Operational Presence
Training and Development
Quality Assurance
Continuous Improvement
Guest Engagement
Leadership
Hospitality Management
Luxury Service
Coaching
Communication
Presentation Skills
Operational Judgment
Attention to Detail
Teamwork

Location

AUSTIN, TX

Work Type

Full-time
Onsite

Experience Level

Leadership experience

Education Level

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

Benefits

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

About the Company

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.