Director of Guests Experience

Enrich Your Career. Celebrate Creativity.

We welcome enthusiastic individuals to join our team of dedicated professionals who are passionate about providing a personalized coastal luxury experience to our guests. Our team members are empowered to craft unforgettable moments and create enduring memories with every interaction.

Since 1948, Surf & Sand Resort Laguna Beach has been an iconic oceanfront landmark in the community. As an integral part of JC Resorts, a family-owned company and distinguished leader in managing and operating premier golf and resort destinations, we provide competitive and progressive benefits including complimentary meals, hotel/golf/spa discounts, employee recognition programs and more!

To complete an APPLICATION please click on the following website: https://apply.jobappnetwork.com/surf-sand-careers/en

Or contact the Human Resources office direct line 949-376-2764 for additional information.

ESSENTIAL PURPOSE: The Director of Guests Experience id responsible to manage Guest Experience Hosts, Concierge, Bell and Valet Operations in an efficient an optimal manner and assist with hotel-related projects an analysis as directed.    

The expected base wage range for this position is: $85,500 - $94,500 per year. This position may be eligible for additional compensation according to the Company's policies, as they may be amended from time to time.

ESSENTIAL DUTIES, include but not limited to: 

• To understand and respond to all guest needs and requests in a timely and professional    manner.
• To hire, train, schedule, support, review, discipline, and terminate employees directly accountable to his/her position including Guest Experience Hosts, Concierge, PBX, Bell and Valet, to maintain highest possible levels of service, employee morale, and department productivity.
• To diplomatically and effectively handle all guest complaints, referring to Director of Rooms, if necessary.
• To maximize hotel revenue through salesmanship, status control, and maintenance of the "Yield Management" system.
• To produce periodic reports for the purpose of tracking performance goals, guest history, business sources, and profitability and marketing strategies.
• To assist, as directed, with preparation of the annual departmental budget, according to the specifications set forth by the General Manager with the assistance of the property Controller.
• To effectively manage conflict and maintain professional relationships and communication.
• To assist in the preparation of weekly and annual occupancy forecasts.
• To continually monitor and control departmental expenditures to ensure meeting operational standards while maintaining annual budget.
• To hold Departmental meeting for Guest Experience Hosts, Concierge, Bell and Valet.
• To bid all major vendor supplies needed for departmental operations.
• To be completely familiar with hotel emergency procedures, and provide calm reassuring assistance to guests and fellow employees in the event of an emergency.
• To participate in Surf & Sand Resort’s Safety Committee and MOD programs, and attend hotel functions, as directed.
• To follow all specified procedures to correctly handle all cash, credit and gift card transactions.
• To properly document Personnel/Payroll transactions to ensure timely and accurate processing.
• To promote and comply with all policies and procedures of JC Resorts LLC, including those set forth in the Employee Handbook, Standard Operating Procedures and Service Standards.
• To ensure safe work practices of all staff, including compliance with company and departmental safety rules and regulations and the proper use and handling of all relevant equipment.

QUALIFICATIONS: Bachelor’s degree in Hotel or Business Management, or equivalent experience, required. English fluency required. Must have minimum three years of experience in hotel front desk position, including one year in supervisory capacity. Familiar with OSHA, Injury and Illness Prevention Programs, local Department of Health regulations, and relevant current laws governing handling of hazardous substances.

SKILLS AND APTITUDES: Demonstrated ability to train staff and ensure luxury resort customer service. Strong written and verbal communication skills. Detail oriented. Organized and efficient. Safety-minded. High quality standards for production and service. Good team player. Customer service focus. Ability to effectively manage staff to maintain a high level of morale and productivity.

PHYSICAL / MENTAL DEMANDS: Stands/walks short to long distance approximately 60% of shift. Sits at desk or in meetings approximately 40% of shift. Moderate use of phones, daily. Uses personal computer approximately 50% of shift. Must be flexible to work long, sometimes irregular hours. Frequent use of stairs, daily. Fast-paced work environment and must be able to work well under pressure. Guest facing position that may handle conflict and/or encounter individuals who may be upset and emotional at times.

TRAVEL: This position is not expected to travel for work.

REMOTE WORK: This position is not eligible to work remotely. The candidate must be able to work in-person during normal business hours.

If you have a disability under the Americans with Disabilities Act or a similar law and you wish to discuss potential accommodation related to applying for employment at our company, please contact us at 855-318-8947 and/or email us at accessibility@jcresorts.com

JC Resorts is an equal opportunity employer committed to hiring a diverse workforce and maintaining an inclusive culture. All qualified applicants will receive consideration for employment without regard to their race, religion, ancestry, national origin, sex, sexual orientation, age, disability, marital status, medical condition, and any other status protected by state or federal law.

We maintain a drug-free workplace and perform pre-employment substance abuse testing.

Surf & Sand Resort Laguna Beach proudly holds accolades such as being named one of Condé Nast Traveler Readers' Choice Awards' Top Resorts in Southern California, recognized by Travel + Leisure’s World’s Best, and is a distinguished member of Preferred Hotels and Resorts, boasting an esteemed AAA Four Diamond rating for over two decades.

Surf & Sand Resort | 1555 South Coast Highway | Laguna Beach, CA 92651
 www.surfandsandresort.com HR direct line: (949) 376-2764