LEGOLAND California Hotel Supervisor

Merlin Entertainments; Carlsbad (CA); On-site; USD 63,000 - 77,000; Full time

Benefits offered by this job

Health care

Paid Time Off

Merlin Magic Pass

Recognition Programs

401(k) match

Tuition reimbursement

Learning and advancement

Job summary

LEGOLAND California Resort in Carlsbad, CA is seeking an experienced Hotel Supervisor to lead daily operations of both on-site hotels and inspire frontline teams to deliver memorable guest stays. This hands-on role requires strong leadership, guest-service focus, and collaboration across departments to maintain safety, efficiency, and service excellence from check-in to check-out.

You will oversee arrivals and departures, room inventory, and occupancy, coordinate with housekeeping and

Qualifications

• Bachelor's degree in Hospitality Management or related field preferred.
• Equivalent experience may be considered in place of formal education.
• 2–4 years of hotel front office or guest service experience preferred.
• Previous supervisory or assistant management experience.
• Experience within a family entertainment, themed resort, or attraction environment is highly desirable.

Responsibilities

• Lead operations as the on-duty hotel leader for assigned shifts.
• Oversee daily operation of both resort hotels and maintain service standards.
• Coordinate with Housekeeping and Engineering for room readiness and guest needs.
• Manage arrivals, departures, occupancy, VIP guests, groups, and special requests.
• Coach frontline staff, run daily briefings, and drive guest satisfaction.

Skills

Leadership

Guest services

Problem solving

Communication

Safety

Training

Education

Bachelor's degree in Hospitality Management or related field

Tools

Hotel systems

Reservations systems

Operational reporting

Job description

Are you a passionate hospitality leader who thrives in a fast-paced environment and loves creating memorable family experiences? At LEGOLAND California Resort, we're looking for an enthusiastic Hotel Supervisor to help lead the daily operations of our two amazing on-site hotels, inspire frontline teams, and ensure every guest enjoys an unforgettable stay.

This is a hands-on leadership role where no two days are the same. You'll be at the heart of the operation, supporting your team, solving challenges, elevating the guest experience, and ensuring the hotels run safely, efficiently, and seamlessly from check-in to check-out.

What You'll Do

As a Hotel Supervisor, you'll serve as the leader on duty for assigned shifts, guiding hotel operations while creating a positive and engaging environment for both guests and team members.

You'll Be Responsible For

Leading Hotel Operations

• Overseeing the daily operation of both resort hotels and ensuring exceptional service standards are maintained.
• Managing arrivals, departures, room inventory, occupancy, VIP guests, groups, and special requests.
• Coordinating closely with Housekeeping and Engineering to support room readiness, guest needs, and operational efficiency.
• Monitoring lobby activity, guest flow, and service delivery to ensure a smooth and welcoming experience.
• Acting as the primary point of leadership during operational challenges, incidents, or service disruptions.

Inspiring and Developing Teams

• Coaching, mentoring, and supporting frontline hotel employees throughout each shift.
• Leading engaging daily briefings that align teams around guest needs, occupancy levels, safety priorities, and resort activities.
• Supporting recruitment, onboarding, training, and ongoing employee development.
• Recognizing great performance while fostering a culture of accountability, inclusion, and teamwork.

Delivering Outstanding Guest Experiences

• Taking ownership of escalated guest concerns and resolving issues with professionalism, empathy, and urgency.
• Partnering with teams across the resort to deliver solutions that exceed guest expectations.
• Making informed decisions regarding room moves, upgrades, guest recovery, and operational exceptions.
• Identifying trends in guest feedback and helping drive continuous improvement initiatives.

Supporting Business Performance

• Utilizing hotel systems to manage reservations, room inventory, guest profiles, billing, and operational reporting.
• Assisting with labor planning, scheduling, and daily operational adjustments.
• Supporting hotel retail outlets and guest amenities when required.
• Identifying operational opportunities and collaborating on process improvements that enhance efficiency and guest satisfaction.

Championing Safety

• Leading responses to guest, employee, safety, security, medical, and operational incidents.
• Conducting hotel walkthroughs and operational inspections to ensure compliance and presentation standards.
• Supporting emergency response procedures and ensuring team readiness.
• Promoting a culture where the safety and wellbeing of guests and employees come first.

Qualifications & Experience

What We're Looking For

We're seeking a confident hospitality professional who enjoys leading people, solving problems, and creating memorable guest experiences.

Preferred Qualifications

• Bachelor's degree in Hospitality Management, Business Administration, or a related field preferred.
• Equivalent experience may be considered in place of formal education.
• 2–4 years of hotel front office or guest service experience preferred.
• Previous supervisory or assistant management experience.
• Experience within a family entertainment, themed resort, or attraction environment is highly desirable.

Skills That Will Help You Succeed

• Strong knowledge of hotel front office operations, guest services, reservations, and housekeeping coordination.
• Proven ability to lead teams in a dynamic, guest-focused environment.
• Excellent guest recovery and problem-solving abilities.
• Strong decision-making skills and the ability to remain calm under pressure.
• Effective communication and collaboration skills across multiple departments.
• Comfortable working with hotel systems, operational reports, and financial controls.
• Commitment to safety, security, and operational excellence.

Our Leadership Behaviors

Soulfully Curious

• You seek new perspectives, ask thoughtful questions, and continuously look for opportunities to learn and improve.

Results Focused

• You take ownership, set clear priorities, and drive outcomes while adapting to changing business needs.

Extraordinary Teammate

• You build strong relationships, collaborate across departments, and celebrate the success of others.

Develops People

• You invest in your team's growth, provide meaningful coaching, and create opportunities for others to succeed.

Physical Demands

• Standing: Frequent 60%
• Walking: Frequent 60%
• Sitting: Frequent 40% (training preparation, administrative work, meetings, documentation)
• Lifting/Carrying:
  • 0-10 lbs: Frequent 50%
  • 10-25 lbs: Occasional 20%
  • 25-50 lbs: Occasional 10%
  • 50+ lbs: Rare/Not Typically Required
• Pushing/Pulling: Occasional 20%
  • Equipment used: training materials, luggage carts, office equipment, supply carts
• Reaching:
  • Below waist: Frequent 50%
  • Waist to shoulder: Frequent 60%
  • Overhead: Occasional 10%
• Bending/Stooping: Occasional 25%
• Twisting: Occasional 25%
• Kneeling/Crouching: Occasional 10%
• Climbing (stairs/ladders): Occasional 15%
  • Use of stairs between hotel operational areas, back-of-house areas, and training locations
• Manual Dexterity (hands/fingers): Frequent 100%
  • Typing, computer use, operating office equipment, handling training materials, completing documentation
• Vision Requirements: Frequent 100%
  • Close vision, distance vision, color vision, depth perception, and ability to adjust focus
• Noise Exposure: Moderate 100%
  • Hotel lobby, guest service areas, operational environments, training sessions
• Temperature Exposure: Frequent 100%
  • Primarily indoor environments with occasional outdoor exposure and seasonal weather variations
• Work Environment: Frequent 100%
  • Hotel lobby, front desk operations, administrative offices, meeting rooms, training classrooms, and back-of-house areas
• Additional Requirements:
  • Ability to deliver classroom and hands-on training sessions for extended periods
  • Ability to observe and evaluate employee performance in operational environments
  • Ability to travel throughout hotel facilities as needed
  • Ability to communicate clearly with individuals and groups in training and operational settings

Benefits

Benefits of Merlin Entertainments

• Excellent health care options (medical, dental, and vision that encourage preventative care).
• Outstanding Paid Time Off (PTO) that allows for adventure, rest, relaxation, or recuperation.
• Merlin Magic Pass for friends and family to enjoy the parks & attractions
• Recognition Programs and Rewards
• 401(k) program with company match
• Tuition reimbursement programs
• Numerous learning and advancement opportunities

Pay Range

USD $70,304.00/Yr.