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 an

Assistant 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:

Front Office Manager

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 Front Desk Management team by managing guest complaints, overseeing the complaint log, conducting follow-ups, guest profiling, RDP 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, 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 years' experience in luxury hospitality, preferably in guest relations, front office, or concierge services. Proven ability to create bespoke guest experiences and manage multiple guest requests simultaneously. Strong leadership, problem-solving, and conflict resolution skills. Excellent communication and interpersonal skills, with the ability to build rapport quickly. Experience with Property Management Systems (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 guest needs 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.

HOW TO APPLY:

You may apply directly to The Loren at Pink Beach "Careers Website" by going to https://thelorenhotel.bamboohr.com/jobs/.