Area Guest Experience Director

Temps plein

Shape the Stay. Set the Standard. Make Every Moment Matter.

Some hospitality roles manage an operation. This one creates a feeling guests carry home with them.

At Casa Loma Beach Hotel and Laguna Beach House, the guest experience is not a department—it is the heartbeat of the stay. Set along one of Southern California’s most iconic coastlines, surrounded by Laguna Beach’s celebrated art scene, hidden coves, walkable village energy, and effortless Pacific light, these properties invite guests to slow down, tune in, and experience something distinctly personal.

We are seeking a dynamic, highly visible hospitality leader to elevate every chapter of that experience across both hotels. From the first pre-arrival message to a poolside recommendation, an in-room surprise, a thoughtful recovery moment, or a warm farewell, you will lead the team responsible for making guests feel genuinely seen.

This is a hands-on leadership opportunity for someone who understands that exceptional service is both an art and a discipline. You will bring Marc & Rose Hospitality’s Purpose, Pillars, and Service Essentials to life with polish, warmth, creativity, and operational rigor—building loyal guests, confident teams, and unforgettable stays.

The Opportunity

You will lead and inspire the Guest Experience teams at Casa Loma Beach Hotel and Laguna Beach House, setting the pace for intuitive service, emotional connection, and consistent execution. You will be equally comfortable coaching a team member during a pre-shift, greeting a returning guest by name, reviewing guest sentiment data, and collaborating with hotel leadership to turn feedback into meaningful action.

Your presence will be felt everywhere it matters: at arrival, around the pool, on the rooftop, in the details of an amenity delivery, and in the moments when a guest needs a thoughtful solution—not a scripted response.

What You’ll Lead

• Lead, mentor, and develop Guest Experience Supervisors and Coordinators across both properties, creating a high-performing, guest-obsessed team.
• Set a culture of anticipatory hospitality, empowering associates to notice the unspoken, act with confidence, and resolve concerns before they become problems.
• Maintain a meaningful daily presence in guest-facing spaces, building authentic relationships and addressing service opportunities in real time.
• Own and continually refine the full guest journey, including pre-arrival communication, arrival rituals, in-room experiences, amenities, special occasions, service recovery, and departure.
• Ensure every interaction reflects Marc & Rose Hospitality’s service standards, departmental SOPs, and signature approach to heartfelt hospitality.
• Create memorable recognition experiences for VIPs, repeat guests, celebrations, and those seeking the magic of a Laguna Beach escape.
• Conduct engaging pre-shifts, service audits, coaching conversations, and training sessions that keep standards high and team energy even higher.
• Establish and manage clear performance expectations around service quality, responsiveness, communication, and guest satisfaction.
• Oversee scheduling, staffing, and labor management for the Guest Experience department, balancing smart coverage with exceptional service across two distinct hotels.
• Review guest feedback and satisfaction data from Revinate, OTA platforms, social media, and direct guest interactions; identify trends and lead action plans that move the experience forward.
• Partner closely with the Area General Manager and department leaders to transform service insights into operational improvements.
• Collaborate with Food & Beverage, Housekeeping, Engineering, Sales, and Marketing to ensure guest requests, property activations, special events, and recovery gestures are delivered seamlessly.
• Support wellness and sustainability initiatives that reflect the conscious, coastal spirit of Laguna Beach and Marc & Rose Hospitality.
• Take on additional projects and responsibilities as assigned by the Area General Manager.

What Success Looks Like

• Guests leave feeling that their stay was personal, effortless, and unlike anywhere else on the coast.
• Team members feel coached, trusted, energized, and proud of the standard they deliver.
• Service recovery is swift, gracious, and memorable for all the right reasons.
• Guest feedback reveals stronger loyalty, richer emotional connection, and a growing reputation for thoughtful hospitality.
• Both properties deliver a consistent Marc & Rose experience while retaining the individual character that makes each Laguna Beach stay special.

The Experience You Bring

• A minimum of three years of hospitality management experience, ideally within a luxury, lifestyle, boutique, or independent hotel environment.
• Demonstrated success leading guest services, front office, guest relations, or other front-of-house teams.
• A proven ability to improve guest satisfaction, navigate service recovery with grace, and develop people into stronger hospitality professionals.
• Experience overseeing multi-property operations is preferred.
• A deep understanding of elevated guest service principles, luxury hospitality standards, and the details that distinguish a good stay from a remarkable one.
• Strong coaching, leadership, communication, and relationship-building skills, with the ability to connect naturally with guests, associates, and executive leaders.
• Excellent judgment, creative problem-solving ability, and a calm, polished presence under pressure.
• Exceptional organizational skills and the ability to prioritize effectively across two active hotel environments.
• Comfort with property-management and point-of-sale systems, Microsoft Office, guest-feedback platforms, and reporting tools.
• Spanish fluency is a plus.

The Presence You Bring

• You lead from the floor, not from behind a desk.
• You see details others miss—and understand how those details make people feel.
• You combine high standards with humanity, accountability with encouragement, and confidence with curiosity.
• You are sincere, resourceful, composed, and deeply committed to making people feel welcome.
• You embody Marc & Rose Hospitality’s Purpose, Pillars, and Service Essentials in every interaction.
• You present yourself with the polish, professionalism, and ease expected of a leader in a refined coastal hospitality environment.

Preferred Certifications

• Responsible Beverage Service certification and Food Handler’s Card are preferred.
• CPR and First Aid certifications are preferred.

Working Rhythm

This is a full-time, exempt leadership role based in Laguna Beach, California. Hospitality does not keep office hours, and neither does extraordinary guest service. The role requires flexibility to work evenings, weekends, holidays, peak occupancy periods, and other high-impact business moments when visible leadership matters most.

The position requires regular standing and walking throughout both properties, as well as occasional lifting of up to 50 pounds. You will move through the hotels with purpose—meeting guests, supporting teams, inspecting details, and helping ensure that every stay feels as inspiring as the coastline outside the door.

Casa Loma Beach Hotel's and Laguna Beach House's leaders and team members believe each guest should be treated with respect and professionalism. We create a heartfelt experience of genuine hospitality, enticing our guests to return again and again. In order to be successful at Casa Loma Beach Hotel and Laguna Beach House, associates must share both our Purpose (Making Space for Genuine Hospitality) and Pillars (Hands On & Heartfelt, Sincere & Focused, Collaborative & Curious, & Conscientious). This includes possessing and demonstrating a high level of courtesy and respect for both internal and external 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.