Guest Experience Manager

Riggs Washington DC sits on the iconic downtown corner of Penn Quarter's 9th and F Street in a historic building once home to Riggs National Bank.

Each of the Hotel's 181 guest rooms offers a playful nod to the building's legacy. Riggs is home to the all-occasion European brasserie-inspired restaurant Café Riggs, as well as Silver Lyan - a subterranean bar from the internationally acclaimed Ryan Chetiyawardana, also known as Mr Lyan.

Key Responsibilities :

• Lead the guest experience team, ensuring high levels of service and hospitality.
• Manage day-to-day guest interactions, responding to inquiries, requests, and concerns in a timely and professional manner.
• Coordinate with other departments, including front desk, housekeeping, and F&B, to enhance overall guest satisfaction.
• Monitor and analyze guest feedback and reviews, implementing improvements as necessary.
• Handle VIP guests, special requests, and ensure personalized experiences.
• Assist in training and mentoring staff to maintain service excellence.
• Ensure that all guest touchpoints, including check-in / check-out, room assignments, and amenities, exceed expectations.
• Work with the Director of Operations to develop guest experience strategies, including surprise and delight initiatives.

Qualifications :

• Bachelor's degree in Hospitality, Tourism, or related field (preferred).
• 2+ years of experience in a guest services, guest relations, or front office management role.
• Strong interpersonal and communication skills, with a focus on guest satisfaction.
• Ability to multitask and remain calm under pressure.
• Knowledge of hotel management software (e.g., Opera, PMS) is a plus.
• Passion for delivering exceptional guest experiences and problem-solving in real time.

Pay Range : Salary $60,000 - $75,000

Benefits

• Medical, Dental & Vision Insurance (for full-time employees)
• 6 complimentary nights a year at any Lore Group hotel
• Lore Group Employee & Immediate Family Rates
• Lore Group Friend and Family Rates
• 50% Employee discount and 25% Friends and Family discount at over 800 partner hotels via Lore Discovery
• 50% discount in Lore Group restaurants and bars
• 10 Days Vacation - Plus every year an extra day
• Company Paid Life Insurance 1.5X annual salary
• Employee Assistance Program
• Referral Incentive
• 401K with 5% Match
• Training and Development Programs
• Additional perks via United Healthcare
• Complimentary Employee Meals
• Employee Recognition programs

Equal Employment Opportunity

Lore Group does not discriminate against employees or applicants for employment based upon race, color, religion, sex, national origin, age, disability, personal appearance, sexual orientation, gender identity or expression, marital status, family responsibilities, genetic information, matriculation, or political affiliation.

We will make any reasonable effort to ensure that all applicants and employees receive equal opportunity in personnel matters, including recruiting, selection, training, placement, promotion, wages and benefits, transfers, terminations, and working conditions.