Luxury Guest Experience Lead

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

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.