Job Description

At The Loren, we believe hospitality is more than service; it's a calling to inspire, elevate, and leave the world better than we found it. We believe in creating more than just exceptional hotels, residences, and restaurants, we build experiences that celebrate culture, beauty, community, and conservation.

As part of our team, you’ll help shape a world where guests and employees alike feel connected: to nature, to each other, and to themselves. Together, we strive to leave a lasting legacy, ensuring that what we do today positively impacts the generations of tomorrow.

We are seeking a Guest Experience Manager with a passion for creating memorable stays, exceptional communication skills, and the ability to lead guest service operations with professionalism and warmth.

Location: Bermuda | Department: Front Office | Reports to: Director of Front office and Reservations

YOUR RESPONSIBILITIES

• Serve as a leader in curating and delivering personalized itineraries for guests, including both on-property experiences (pool, beach, yoga, spa, housekeeping, front desk) and off-property arrangements (concierge, excursions, activities, dining, transportation, and curated Loren Experiences).
• Support the Management team by managing guest complaints, overseeing the complaint log, conducting follow-ups, guest profiling, System tracking, and assisting with daily and weekly planning for incoming guest stays.
• Work closely with the Residence Manager, Director of Housekeeping, and Residence Coordinator to fulfill requests for Residence, Penthouse, and Villa guests, ensuring smooth coordination across departments.
• Personally welcome and engage with guests through pre-arrival communication, courtesy calls, and in-person interactions to ensure their needs are anticipated and exceeded.
• Manage guest profiles, encourage profiling across all departments, and ensure timely communication to prevent and resolve issues.
• Oversee VIP, flagged guests, Loren Members, and Villa Owners’ requests, ensuring exceptional service delivery.
• Act as a main point of contact for Residence & Villa guests and homeowners, ensuring all departments are briefed on their requirements.
• Ensure that special guests such as VIPs, elderly guests, children, and large families receive personalized attention and services.
• Monitor guest feedback through surveys, online reviews, and social media, working with departments to improve service ratings.
• Conduct site inspections on behalf of senior management when required.
• Approve and reconcile billing between vendors and the hotel.
• Maintain inventory for Front Desk and Guest Experience supplies.
• Act as Manager on Duty when necessary to ensure operational issues are promptly resolved.

YOUR QUALIFICATIONS

• Minimum of 3–5 years’ experience in a front of house preferably in guest relations, front office, or concierge services role within a luxury hotel or resort environment. (Islands property preferred).
• Previous experience with luxury and multi- residence operational management is a differential.
• Proven ability to create bespoke guest experiences and manage multiple HNWI expectations and requests simultaneously.
• Strong leadership, problem-solving, and conflict resolution skills.
• Excellent communication and interpersonal skills, with the ability to build rapport quickly and efficiently with guests of different nationalities and cultures.
• Experience with Opera Cloud (PMS) and guest service technology.
• Ability to manage high-pressure situations with grace and professionalism.
• A self-starter with exceptional organizational and time management skills.
• Reliable, adaptable, and able to anticipate and exceed guest expectations proactively.
• Dedicated to maintaining the highest standards of guest satisfaction.
• A team player who can also work independently to resolve challenges.

WHY JOIN THE LOREN:

This is not simply a role—it’s an invitation to join a purpose-driven collective. Our hotels are sanctuaries where design meets nature, and service meets soul. Here, you’ll have the opportunity to lead with heart, innovate with intention, and help shape a hospitality legacy built on care, creativity, and contribution.