Guest Experience Host

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.

The GUEST EXPERIENCE HOST is to create a personalized and exceptional experience for each guest while understanding and anticipating their needs, providing anticipatory services, and ensuring that every guest departs with outstanding memories.

ESSENTIAL DUTIES:

• To understand and respond to all guest needs and requests in a timely and professional manner.
• To follow all specified procedures to properly conduct Guest Experience business, including registering guests and assigning rooms; completing group pre-registrations and key packets; blocking room assignments and reservations; pre-registering VIP's, comp rooms, and special attention guests; processing adjustments and check-outs; answering telephones; handling cash, credit, and check cashing transactions; filing room keys; handling mail and messages for guests; and transferring all necessary information to the next shift.
• To be completely familiar with all hotel information necessary to increase revenues and enhance customer satisfaction, including current rate structures and sales strategies; current special rates and restrictions; types and location of room and suites available; and service, costs, hours, and location of all hotel amenities, facilities, and outlets.
• To develop and maintain a working knowledge of the local area, to be able to provide hotel guests, as requested, with information regarding location, cost, and hours of operation of local services, facilities, and points of interest.
• To maintain awareness of current business level, and to be familiar with all functions of the PBX and Reservations areas, in order to be able to assist, as needed, in these functions.
• To personally walk each guest to their room and familiarize them with the resort.
• To satisfactorily resolve guests' complaints and problems, referring to Guest Services management as needed.
• To understand how to utilize software on a desktop or handheld device related to Guest Service operations such as Opera, HotSOS, Zingle, Flock, Alice Saflok and any other necessary software.
• 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 monitor and ensure cleanliness, organization, and appearance of the lobby area, immediately reporting deficiencies to Guest Services management, Housekeeping, Engineering and/or HotSOS as needed.
• To communicate with the Bell stand and Security as needed to ensure timely delivery of guests' luggage.
• To stay alert, greet, and seek every opportunity to interact with any guest that enters the lobby. When a door ambassador is not present, open car doors for guests and hold the hotel doors open.
• To politely converse with guests and create a sense of comfortability and excitement for them.
• To direct and escort guests to the Front Desk, Lobby Lounge or any direction they are going (or at least to a visible landmark).
• To provide directions, recommendations, and information about Laguna Beach and seasonal attractions.
• To follow all specifications to properly handle all cash and credit transactions and maintain banks, ensuring the availability of adequate cash stock to handle transactions for the majority of the shift.
• To follow all regulations to safe-guard guest valuables, including promoting the use of in-room safes.
• To read and follow-up on all communication logs.
• To be available to work irregular hours, including evenings, weekends and holidays.

QUALIFICATIONS: High school diploma or equivalent required. English fluency required. Must have minimum one year of experience in customer service position. Prefer previous hotel experience. Strong basic math skills required. Must be computer literate. Must display knowledge of currently accepted business telephone etiquette.

SKILLS AND APTITUDES: Detail oriented. Organized and efficient. Ability to handle multiple tasks and prioritize, as needed. Learns quickly. Safety-minded. Exudes highest level of hospitality service standards. Diplomatic and calm. Positive attitude and willing to learn. Strong verbal communications skills. Courteous, friendly, and professional manner. Good team player. Customer service focus. Able to work productively with little supervision. Trustworthy and reliable. 

PHYSICAL/MENTAL DEMANDS: Stands and walks short distances throughout shift. Ability to stand on his/her feet for up to 8 hours. Frequent use of stairs. Bends, climbs, stoops, and reaches to perform routine job tasks. Use of telephones approximately 25% of shift and computer 80% of shift. Occasionally required to handle and move objects weighing up to 75 lbs. over short distances. Fast-paced work environment. 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