Boutique Luxury Guest Experience Lead

Marc Rose; Laguna Beach (CA); On-site; USD 50,000 - 70,000; Full time

Job summary

Casa Loma Beach Hotel is seeking a Guest Experience Supervisor to lead the Guest Services team and support food & beverage throughout the lobby, poolside, and rooftop terraces. You will greet guests, assist with luggage, verify reservations, and mentor staff to deliver genuine hospitality for every guest experience.

This role emphasizes supervising and coaching, delivering a curated guest journey, and resolving concerns to ensure a memorable stay at our luxury Laguna Beach property.

Qualifications

• Prior guest service or F&B experience in hospitality required.
• Luxury hospitality experience preferred.
• Previous supervisory experience in luxury hotel environment preferred.

Responsibilities

• Greet guests warmly and align with our service standards.
• Provide a sincere farewell and address final questions.
• Verify guest IDs and reservation details on arrival.
• Process payments and ensure charges post correctly with zero balance at checkout.
• Issue and validate guest room keys and escort guests to rooms as needed.
• Offer orientation to rooms, amenities, and local attractions.
• Assist with luggage handling and storage coordination.
• Answer calls/texts in a courteous, professional manner.
• Serve food and beverages in lobby, poolside, rooftop, and rooms.
• Explain menu options and accommodate special requests.
• Process orders/payments using the POS system.
• Assist with beach amenity requests for Laguna Main Beach.
• Respond promptly to inquiries and guest opportunities.
• Collaborate with leadership to anticipate and resolve guest needs.
• Provide supervisory coaching and training to Guest Services staff.
• Undertake other duties as assigned by leadership.

Skills

Guest service excellence

Coaching & mentorship

Multitasking

Communication

Attention to detail

Tools

POS system

Job description

Casa Loma Beach Hotel is seeking a Guest Experience Supervisor to lead the Guest Services team and support food & beverage throughout the lobby, poolside, and rooftop terraces. You will greet guests, assist with luggage, verify reservations, and mentor staff to deliver genuine hospitality for every guest experience.

This role emphasizes supervising and coaching, delivering a curated guest journey, and resolving concerns to ensure a memorable stay at our luxury Laguna Beach property.