LEGOLAND CA Hotel Supervisor

Position: LEGOLAND CA Hotel Supervisor-FT

Overview

Base pay range is provided by Merlin Entertainments. Your actual pay will be based on your skills and experience — talk with your recruiter to learn more.

Base pay range

$68,640.00/yr - $68,640.00/yr

Responsibilities

• Monitor and review activities in the Front Office areas to ensure adequate cover, reduce guest waiting times, maximize efficiency, maintain friendly service, cleanliness, health and safety considerations (e.g. luggage blocking areas, safety of children, etc.).
• Manage all hotel outsourcing contracts and continually review guest waiting times and guest satisfaction.
• Review service flow to ensure maximum efficiency and reduce time taken to manage guest interactions, speed of check-in and check-out, and related processes.
• Provide a balanced level of support and leadership to both day and night front office teams; empower team members to resolve guest issues and achieve positive outcomes.
• Maintain and update the Front Office in the Property Management System (PMS); routinely respond to Reservation emails and inquiries; communicate with Housekeeping and Engineering regarding room statuses and discrepancies.
• Ensure compliance with Health and Safety documentation, risk assessments, and company policies; support night audit and revenue-related checks with Revenue Manager.
• Monitor front desk inventory and supplies; safeguard hotel revenues and assets; strive to exceed targets through audits and brand standards.
• Develop and deliver trainings to enhance guest service and operational efficiency; ensure Front Office compliance with brand and company procedures.

Creativity, Communication & Leadership

• Monitor guest feedback and identify opportunities for guest satisfaction and revenue growth.
• Identify new sales opportunities and methods to maximize efficiency and product offerings.
• Provide motivational and informative daily team briefs; establish consistent internal communication across a 24-hour operation.
• Directly oversee all aspects of daily Front Office operations to ensure superior guest experience, service standards, and health and safety compliance.

Decision Making & Autonomy

• Monitor and adjust department operations to improve efficiency; ensure Front Office operates in line with company and brand standards.
• Be on duty or on call as required; manage performance in line with company guidelines to maximize productivity and minimize turnover; recruit team members aligned with The Merlin Way.

Applied Knowledge & Specialist Skills

• Review business processes and make recommendations to the Hotels Manager.
• Develop working knowledge of Front Office operations across Front Desk, PBX, Rooms Controller, and Reservations.
• Ensure SOPs, risk assessments, and training are carried out, updated, and recorded.

Managing Resources

• Keep team and department costs within the approved budget; foster an environment of initiative and ownership through coaching and feedback.
• Provide regular training to update skills and support personal development; monitor performance and address gaps with coaching.
• Develop and implement Front Office training plans to achieve desired outcomes and guest service quality.

Health, Safety & Compliance

• Oversee health, safety, and security within the team in line with group policy; ensure risk assessments, safe working procedures, and incident investigations when needed.

Education, Qualifications & Experience

• Bachelor’s degree in Hospitality Management, Business Administration, or related field preferred; equivalent combination of education and experience may be accepted.
• Minimum 2–4 years of experience in hotel front office operations (preferred) and 1–2 years in a supervisory or assistant management role.
• Experience in themed or family-oriented resorts or attractions is a plus.

Skills & Knowledge

• Strong leadership and team development skills; proficiency with Property Management Systems (PMS), ideally Opera or similar.
• Excellent communication, guest service, and problem-solving abilities; knowledge of safety, health, and security regulations in hospitality operations.

Physical Requirements

• Sitting:
  None (0%) to Constantly (67-100%) with ranges listed as applicable.
• Standing:
  None (0%) to Constantly (67-100%) with ranges listed as applicable.
• Walking, Reaching, Lifts & Carries, Pushing & Pulling, Twisting, Grasping, Manual Dexterity, Squatting/Kneeling/Crawling: ranges vary by task and are described in the job documentation.
• Climbing:
  None (0%) to Constantly (67-100%).

Benefits

Alongside company-paid holidays, a comprehensive benefits package, free tickets to Merlin attractions globally, and 30% discount in retail shops and restaurants.

We welcome applicants with additional needs or disabilities; please contact LL for accommodations during the interview process.

Job Details

Job function:
Management and Manufacturing;
Industry: Entertainment Providers;
Seniority level:
Mid-Senior level;

Employment type:

Full-time.

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