Guest Experience Manager (GEM)

Let’s Go Lisbon!

Opening in 2026, The Standard, Lisbon marks our long-anticipated arrival in one of Europe’s most happening cities. Located at Palácio Santa Clara, the hotel rises above the colourful alleyways of Alfama—Lisbon’s most picturesque neighbourhood—offering front-row views of the river. Built atop the ancient College of St. Francis Xavier, which served as the Portuguese Royal Navy Hospital for over 200 years, the property is being reimagined by acclaimed architect Samuel Torres de Carvalho. His design respects the building’s heritage while looking ahead to a bold, unconventional Lisbon.

Anchored in food, music, art, and culture, The Standard, Lisbon brings our signature design and experience-driven philosophy to Portugal. With 170 guestrooms and 24 adjacent apartments, the expansive property features vibrant spaces for day- and nightlife programming. The ground floor welcomes guests and locals with a lobby lounge, pharmacy bar, all-day dining restaurant, and multiple terraces, gardens, and a pool deck. Upstairs includes a café, spa, gym, and event spaces. The rooftop bar and terrace are poised to become a neighbourhood destination.

Our signature blend of playful, sophisticated, and unexpected hospitality finds resonance in the cultural heart of Lisbon. Set in Fado’s holy land—a maze of staircases, patios, and hidden corners—The Standard offers a dynamic contrast that will surprise and delight.

As we enter the pre-opening phase, we’re now looking for a Guest Experience Manager (GEM) who will embody our ‘Anything but Standard’ ethos and help shape an unforgettable guest journey from day one.

Your role

As our Guest Experience Manager (GEM), you will lead and inspire our Guest Experience team, including Concierge, Bell and Door, while working in close partnership with the Front Office leadership team to deliver a seamless, personalised, and elevated guest experience at every touchpoint.


This is a pivotal role during the pre-opening phase. You will be instrumental in designing and curating the end-to-end guest journey, from pre-arrival planning and VIP recognition through arrival, in-house experiences, and post-departure follow-up. You will work closely with all Heads of Department to ensure service delivery is intuitive, thoughtful, and aligned with The Standard’s brand DNA.

You will take ownership of VIP guest handling, personally welcoming key guests and creative talent, particularly from the worlds of music, fashion, art, and entertainment. You’ll coordinate bespoke itineraries, transfers, special amenities, and unique experiences, ensuring every stay feels considered, effortless, and memorable.

During pre-opening, you will support the recruitment, onboarding, and training of the Guest Experience team, developing operating procedures, service standards, and training programmes that bring our guest philosophy to life. You will also collaborate with the Front Office Manager on wider Rooms-related projects, systems implementation, and readiness planning to ensure the hotel opens on time, on budget, and with impact.

Once open, you’ll oversee online reputation management, guest feedback, and service recovery, using insight and intuition to continuously refine the guest experience. This is not a ‘Standard’ Guest Experience Manager (GEM) role, you’ll be the go-to person for what’s happening in Lisbon, what’s new, what’s next, and what will delight our guests most.

Energy, warmth, confidence, and curiosity are essential. You’ll thrive in a fast-paced, high-volume environment, balancing hands-on guest engagement with operational excellence and administrative precision.

Do you have what it takes to be our Guest Experience Manager (GEM) at The Standard, Lisbon?

A minimum of 3+ years’ experience as a Guest Experience Manager, Guest Relations Manager, or Head Concierge within a lifestyle hotel or large 4- or 5-star property is essential.

In addition, the ideal candidate will…

  • Ideally have pre-opening hotel experience with strong project management skills
  • Bring a solid understanding of Front Office and Guest Experience operations, including VIP handling and service design
  • Have a strong knowledge of Lisbon’s cultural scene, dining, nightlife, arts, and events
  • Be confident managing guest profiles and preferences, with experience using PMS systems (Opera or Opera Cloud preferred)
  • Have experience leading and developing Guest Experience, Concierge, or Front Office teams
  • Demonstrate exceptional attention to detail and the ability to manage multiple priorities simultaneously
  • Be comfortable working across departments and influencing at senior leadership level
  • Possess strong administrative, IT, and organisational skills
  • Be fluent in Portuguese with strong working knowledge of English
  • Have a flexible approach to working hours during the pre-opening and opening period, including evenings and weeken

If you think you have what it takes to be our Guest Experience Manager at The Standard, Lisbon, we’d love to hear from you.

All applicants must be eligible to live and work in the European Union. Documented evidence of eligibility will be required prior to commencing employment.

Benefits Include

  • Meals on duty (an allowance will be provided during the pre-opening period)
  • Local statutory benefits +
  • Private Health insurance
  • World Wide development opportunities across Hyatt Hotels
  • Colleague, Friends & Family Rates across all Standard + Hyatt properties (including complimentary nights)
  • F&B Discounts
  • Regular Social activities

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