Guest Services Manager

Woods Cove Inn in Laguna Beach, CA is looking for a Guest Services Manager to join the team! The Guest Services Manager is responsible for the smooth, efficient, and elevated day-to-day operations of the hotel. This role is both guest-facing and team-focused, ensuring every arrival, interaction, and departure reflects the spirit of Woods Cove Inn and the values of Parable Hospitality.

The Guest Service Manager will lead by example, cultivate a welcoming environment, and coach the Team to deliver personalized, intuitive service that feels effortless to our guests.

About Woods Cove Inn & Parable Hospitality: Perched above the Pacific in the heart of Laguna Beach, Woods Cove Inn is a soulful coastal retreat - intimate, artful, and deeply connected to its surroundings. As part of Parable Hospitality, we believe hospitality is about more than service; it’s about story, community, and creating moments that linger long after checkout.

• Deliver warm, personalized, and memorable service to every guest, maintaining a friendly and professional demeanor at all times
• Serve as a knowledgeable local resource, staying informed on in-house happenings and Laguna Beach area offerings
• Respond to guest questions, concerns, and feedback with empathy, efficiency, and thoughtful follow-through - in person, by phone, and digitally.
• Maintain strong guest relations and contribute to a culture of genuine hospitality.

• Oversee all front desk activity during assigned shifts, ensuring seamless daily operations.
• Work key shifts at the front desk, creating a genuine sense of arrival, while also overseeing the operations of the entire hotel.
• Maintain proficiency in all guest service systems, processes, and procedures.
• Monitor and manage room availability, reservations, registration cards, no-shows, signatures, and related documentation.
• Ensure accuracy in cash handling, basic accounting procedures, and front office reporting.
• Train, lead and mentor the Hotel Operations team, including front office, Housekeeping and Maintenance.
• Plan, set up and operate activations and partnership activities at the hotel.
• Participate in Commercial Strategy and Marketing meetings to share valuable feedback and help with new initiatives.

• Supervise, train, coach, and retrain the Guest Services Team to uphold service standards and operational excellence.
• Foster accountability, collaboration, and positive team member relations.
• Provide real-time support, guidance, and performance follow-up as needed.
• Lead with clarity and kindness, modeling the culture we want guests to feel.

• Maintain clear, consistent communication through front desk and departmental logbooks.
• Contribute to strong interdepartmental coordination and hotel-wide performance.

• Assist the Operations Team as needed to support overall hotel success.
• Perform other duties as assigned by management.
• This role may require minimal driving for work-related purposes.

Knowledge/Education/

Experience:

Minimum of two (2) years hotel experience as Front Desk Agent/Supervisor or progressive front desk responsibility; bonus points for Lifestyle hotel experience, especially in a coastal town. Strong English skills, both oral and written.

• Strong knowledge of hotel front desk operations and procedures
• Proven ability to supervise, train, and motivate team members
• Excellent organizational, prioritization, and decision-making skills
• Sales-minded with a natural aptitude for guest relations and public interaction
• Ability to manage multi-departmental coordination and follow through on corrective action when needed.
• Comfortable working 5–6 days per week and extended hours as required.
• Proficiency with computers, POS systems, cash registers, and basic accounting tools.
• Valid drivers license and proof of auto liability insurance.

Walking indoors, outdoors, up and down stairs, standing, sitting, bending, stooping, twisting, reaching, lifting and…