Marc & Rose

Compensation

Full Description

Summary Of Position The Area Guest Experience Director for Casa Loma Beach Hotel and Laguna Beach House is a dynamic and hands-on hospitality leader responsible for shaping and executing all aspects of the guest experience across both properties. This role drives service excellence, consistency, and emotional connection at every touchpoint—from arrival through departure—while ensuring that the teams deliver Marc & Rose Hospitality’s Purpose, Pillars, and Service Essentials with passion and precision. The Area Guest Experience Director oversees and develops Guest Experience Supervisors and Coordinators, ensuring that all guest interactions reflect genuine hospitality, seamless operations, and proactive problem-solving. This position blends leadership presence with operational execution, providing daily guidance, coaching, and inspiration to team members to uphold brand standards and elevate guest satisfaction. Success in this role requires a guest-first mindset, a creative approach to hospitality, and strong leadership capable of balancing operational oversight with personalized guest engagement. The Area Guest Experience Director ensures that both hotels consistently deliver moments of surprise and delight that inspire guests to return again and again. Essential Functions • Lead, train, and mentor Guest Experience Supervisors and Coordinators to deliver exceptional service in all areas of guest contact, including arrival, in-room experience, poolside, rooftop, and departure. • Champion a culture of proactive hospitality, empowering associates to anticipate needs and resolve issues before they become concerns. • Maintain an active presence in guest areas, engaging with guests daily to ensure a genuine connection and immediate resolution of any service opportunities. • Oversee and refine all touchpoints of the guest journey, including pre-arrival communication, arrival experience, in-room offerings, amenity delivery, and service recovery. • Ensure adherence to Marc & Rose service standards and departmental SOPs across both properties, ensuring consistency and excellence in execution. • Partner with the Area General Manager and leadership teams to identify service trends, guest feedback, and training opportunities that enhance the guest experience. • Collaborate with Food & Beverage, Housekeeping, and Engineering leaders to ensure seamless coordination and delivery of guest requests, amenities, and service recovery gestures. • Develop and manage performance standards for the Guest Experience team, including service quality, communication, and responsiveness metrics. • Conduct regular training sessions, pre-shifts, and service audits to maintain brand alignment and high engagement within the team. • Analyze guest satisfaction data and review feedback from Revinate, OTA platforms, and social media to identify trends and action plans. • Lead guest recognition and VIP programs, ensuring personalized experiences for return guests and special occasions. • Oversee scheduling, staffing, and labor management for the Guest Experience department, ensuring optimal coverage for both properties. • Collaborate with Sales, Marketing, and F&B to support property activations, special events, and on-brand guest experiences. • Support sustainability and wellness initiatives within the guest experience, aligning with Marc & Rose’s conscientious values. • Perform additional duties and projects assigned by the Area General Manager. Qualifications Certificates & Licenses • Responsible Beverage Service (RBS) certification and Food Handler’s Card preferred. • CPR and First Aid certifications preferred. Experience • Minimum three (3) years of hospitality management experience, preferably in luxury or boutique hotels. • Proven experience leading guest services or front-of-house teams. • Demonstrated success in service recovery, guest satisfaction improvement, and team development. • Experience managing multi-property operations preferred. Knowledge, Skills, & Abilities • Deep understanding of luxury guest service principles and hospitality best practices. • Strong leadership and coaching abilities with a passion for mentoring future leaders. • Excellent communication and interpersonal skills; ability to engage comfortably with guests, executives, and associates. • Proficient in property management and point-of-sale systems; adept with Microsoft Office and data reporting tools. • Creative problem-solving and decision-making skills; able to remain calm under pressure. • Exceptional organizational and time management skills; ability to manage priorities across two properties. • Fluency in Spanish a plus. Personal Characteristics • Embodies Marc & Rose Hospitality’s Purpose, Pillars, and Service Essentials. • Hands-on and heartfelt leadership style that inspires confidence and connection. • Sincere and focused approach to service and operational excellence. • Collaborative and curious mindset, open to feedback and innovation. • Conscientious in every detail, demonstrating integrity, empathy, and professionalism. • Polished and professional appearance consistent with brand presentation standards. Working Conditions • Full-time, exempt position with a flexible schedule based on business needs, peak occupancy periods, and operational demands. • Availability to work evenings, weekends, and holidays as required, ensuring leadership presence during critical business periods. • Physical requirements include standing, walking, and occasionally lifting up to 50 lbs., with extended movement across the property for inspections, meetings, and guest engagement. • Commitment to maintaining a sustainable and balanced work schedule while ensuring operational continuity and leadership presence. At Casa Loma Beach Hotel and Laguna Beach House, our leaders and associates believe that every guest—internal and external—deserves to be treated with respect, kindness, and professionalism. “Making Space for Genuine Hospitality” is more than just our purpose; it is the foundation of everything we do. We strive to create meaningful connections that elevate the guest experience, ensuring that each interaction fosters a sense of warmth, belonging, and a desire to return. Success at Casa Loma Beach Hotel and Laguna Beach House requires fully embracing our Purpose, Pillars, and Service Essentials, embodying the qualities that define our culture. This means being hands on and heartfelt, sincere and focused, collaborative and curious, and conscientious in every interaction, demonstrating an unwavering commitment to care, attention to detail, and exceptional service. Our team is forward-thinking, fun, friendly, and engaging, consistently delivering genuine and personalized hospitality. With enthusiasm, authenticity, and a relentless focus on the guest experience, we ensure that every guest feels like our only guest. A guest-first mindset is not just encouraged but essential to thrive within our properties and company. At Marc & Rose Hospitality, hospitality is not just a job but a calling, a passion, and a commitment to excellence.