Guest Experience Supervisor

Marc & Rose Hospitality; Laguna Beach (CA); On-site; USD 55,000 - 75,000; Full time

Job summary

Casa Loma Beach Hotel in Laguna Beach is seeking a Guest Experience Supervisor to lead the Guest Services team across the lobby, pool, rooftop, and F&B touchpoints, delivering genuine hospitality in a boutique luxury setting.

You will coach staff, greet guests, assist with luggage, coordinate room details, manage inquiries, and ensure flawless service from check-in to departure, while upholding our brand pillars and guest-first culture.

Responsibilities

• Warmly welcome guests following the hotel's Purpose, Pillars and Service Essentials.
• Verify guest identifications and reservation details at arrival.
• Process payments and settlements to ensure zero balance at departure.
• Issue and validate room keys; escort guests to rooms and provide orientation.
• Offer food & beverage service across lobby, poolside, rooftop, or guest rooms; explain options clearly.
• Assist with luggage handling and hotel amenities requests for Main Beach.
• Respond promptly to inquiries and collaborate with leadership to anticipate needs.
• Provide coaching and training to Guest Services staff as needed.

Job description

Summary of Position:

The Casa Loma Beach Hotel Guest Experience Supervisor is a unique and exciting leadership role which serves as a true ambassador of the hotel while offering the opportunity to work within multiple divisions and gain invaluable boutique luxury hospitality experience in Guest Services and Food & Beverage.

This position focuses on supervising and supporting the Guest Services team on delivering genuine hospitality throughout every phase of the hotel guest experience. Additional responsibilities include greeting guests, luggage assistance, confirming room reservation details, escorting guests to their rooms, offering a curated food & beverage service within the lobby, poolside, and rooftop terraces, assisting with room service, and resolving guest concerns, as well as other administrative duties. This role is perfect for a dynamic and compassionate individual who takes pride in enhancing guest satisfaction and coaching and mentoring others to ensure our guests have a memorable stay in our unique, luxurious setting.

Essential Functions:

• Warmly welcome guests in line with our Purpose, Pillars, and Service Essentials, offering welcome beverages or amenities to enhance their arrival experience.
• Provide a sincere farewell and express gratitude to guests, addressing any final questions before departing.
• Verify guest identification and details upon arrival to confirm their reservation.
• Process payments, ensuring all charges are posted accurately to guest accounts while ensuring a zero balance upon departure.
• Issue and validate guest room keys.
• Upon request, escort guests to their rooms and offer a comprehensive hotel orientation, including the guest room, amenities, and nearby attractions.
• Assist with guest luggage, including organizing storage and transporting it to or from rooms.
• Professionally answer phone calls, text messages, and other communications calmly and courteously, following our Pillars and Service Essentials.
• Serve food and beverages to guests in the lobby, poolside, rooftop terrace, or other locations, including guest rooms.
• Clearly explain the food & beverage options and accommodate any special requests.
• Process orders and payments using the point-of-sale system.
• Support guests with beach amenity requests for their Main Beach experience in Laguna.
• Respond promptly to guest inquiries, requests, and opportunities.
• Collaborate closely with leadership and the Guest Services team to anticipate and seamlessly address guest needs, concerns, and requests.
• Provide supervisory support, coaching, and training as needed to the Guest Services team, in partnership with leadership.
• Complete any other tasks assigned by the Area General Manager, Area Assistant General Manager, or Guest Services leadership.

Qualifications:

Experience:

Previous guest service experience, or previous food & beverage experience in a hotel/resort/service environment is required. Luxury hospitality experience is preferred. Previous supervisory experience in a luxury hotel environment, preferred.

Certificates or Licenses:

N/A

Knowledge, Skills, and Abilities:

Ability to handle multiple tasks and communicate seamlessly with others.

Strong attention to detail and a commitment to providing exceptional guest experience.

Ability to communicate in a warm, welcoming, anticipatory and knowledgeable manner.

Ability to coach and mentor others.

Able to move lift, carry, push, pull, and place objects weighing less than or equal to 80 pounds, with or without reasonable accommodations.

Requires grasping, writing, standing, sitting, walking, pushing, pulling, lifting, repetitive motions, bending, and climbing, intermittently for up to 8 hours a day, or more if approved by management.

Ability to embrace and follow instructions from supervisors/leadership.

Flexibility to work varying shifts, including evenings, weekends, and holidays as needed.

Personal Characteristics:

Behaves ethically and honestly.

Communicates effectively: Speaks and listens and engages in a clear, thorough, and timely manner, effectively reading and writing, using the English language as a primary means of communication.

Professional appearance: Exhibits a contemporary and polished appearance (specific grooming and appearance standards are available for review).

Working Conditions:

Attendance as scheduled is a critical element in all positions at Casa Loma Beach Hotel.

Casa Loma Beach Hotel Leaders and Associates believe each guest (internal and external) should be treated with respect, kindness, and professionalism. We believe that “Making Space for Genuine Hospitality” is our purpose, enticing our guests to return again and again. In order to be successful at Casa Loma Beach Hotel, Associates must embrace our Purpose, Pillars and Service Essentials. This includes being hands on and heartfelt, sincere and focused, collaborate and curious, and conscientious, possessing and demonstrating a high level of care and attention to our guests. Our forward thinking, fun, friendly, engaging and enthusiastic Associates treat every guest as if they were our only guest. A true customer focus is essential to success with our property and company.

Source: Marc & Rose Hospitality