LG
Guest Experience Manager
full-time•Washington•$60k - $75k
About this role
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.
Job Description
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
At Riggs Washington DC we are committed to giving our employees the skills and support required to deliver extraordinary experiences, and most importantly, to grow in their careers. On top of this we also like to offer our teams a wide range of benefits including:
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.
Location: Washington, DC
What you'll do
- Lead the guest experience team to ensure high levels of service and hospitality. Manage day-to-day guest interactions and coordinate with other departments to enhance overall guest satisfaction.
About Lore Group
THOUGHTFUL DESIGN | INTUITIVE SERVICE | STORIES THAT LAST.
Lore Group is an international hospitality company that designs, transforms, manages and operates hotel and food and drink concepts in notable cities across Europe and the United States. We deliver approachable and inspired spaces to our guests from around the world . Our diverse portfolio of award-winning properties includes Pulitzer Amsterdam, Riggs Washington DC, Sea Containers London, One Hundred Shoreditch London, Lyle Washington DC and Kimpton de Witt Amsterdam
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Frequently Asked Questions
What does Lore Group pay for a Guest Experience Manager?
Lore Group offers a competitive compensation package for the Guest Experience Manager role. The salary range is USD 60k - 75k per year. Apply through Clera to learn more about the full compensation details.
What does a Guest Experience Manager do at Lore Group?
As a Guest Experience Manager at Lore Group, you will: lead the guest experience team to ensure high levels of service and hospitality. Manage day-to-day guest interactions and coordinate with other departments to enhance overall guest satisfaction..
Is the Guest Experience Manager position at Lore Group remote?
The Guest Experience Manager position at Lore Group is based in Washington, District of Columbia, United States. Contact the company through Clera for specific work arrangement details.
How do I apply for the Guest Experience Manager position at Lore Group?
You can apply for the Guest Experience Manager position at Lore Groupdirectly through Clera. Click the "Apply Now" button above to start your application. Clera's AI-powered platform will help match your profile with this opportunity and guide you through the application process.