Director of Guest Services and Standards

About UsAt 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 PTOPaid 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…