Guest Experience Lead

Woods Cove Inn is looking for a Guest Experience Lead to join the team! The Guest Experience Lead is responsible for the smooth and efficient day‑to‑day guest service operations of the hotel.

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.

• Maintain a friendly, cheerful and courteous demeanor at all times, while providing personalized service to hotel guests.
• Communicate effectively with guests and fellow team members.
• Proficient at all Guest Service systems and processes.
• Supervise, train, coach and retrain Guest Service Team on systems, processes, procedures and guest interaction.
• Oversee and ensure accountability in all aspects of Guest Service Team’s performance.
• Responsible for all front office activity during scheduled shifts.
• Monitor and adjust room availability status.
• Complete/Assist with the following individual duties:
  • Daily Report
  • No‑Shows
  • Billing disputes
  • Check & audit banks
  • Open, stamp, sort, distribute mail
  • Accounts payable preparation
  • Security reports
  • F&B report
• Check Room Attendant’s List and ensure room availability status is accurate.
• Check timecards to posted schedule.
• Submit daily report to General Manager (written or verbal).
• Maintain good guest relations by keeping abreast of all in‑house and area functions to answer questions and concerns with timely and knowledgeable responses in person and on the phone.
• Aid other team members and departments to contribute to the best overall performance of the department and hotel.
• Perform other duties as assigned, requested or deemed necessary by management.
• Greet guests arriving and complete established check‑in procedures daily to ensure that guests are fully satisfied.
• Facilitate guest departures daily by following established procedures to close guest accounts and determine future room availability.
• Regularly calculate and/or post monies, receipts, guest accounts and other forms of credit using proper cash handling methods and established procedures to present the guest with accurate hotel charges upon check‑out.
• Courteously answer inquiries and accept reservations, both in person and over the phone, by utilizing Company’s reservation Accurately and professionally communicate hotel rates and information, utilize suggestive selling techniques, demonstrate advantages and create value for our guests.
• Maintain good guest relations by keeping abreast of all in‑house and area functions to answer questions and concerns with timely and knowledgeable responses in person and on the phone.
• Operate the PBX equipment by accepting incoming calls and assisting out‑going calls, setting wake‑up calls and communicating to guests to ensure timely and efficient service.
• Control cash and credit transactions at the front desk and maintain complete responsibility for personal bank as specified by hotel policy.
• Accurately and courteously take guest orders, make recommendations and suggestions at The Café.
• Prepare, stock, and serve small breakfast items.
• Maintain clean bar tables, chairs, stools and counter surface always.
• Routinely clean and upkeep espresso machines and brewing equipment.
• Adhere to food safety requirement.
• Process all cash and charge transactions according to house procedures.
• Close checks and run reports at the end of shift.
• Stock side station with necessary coffee, tea and beverage items.
• Support the market by stocking and keeping it clean, as well as ringing up guests for their purchases.
• Assist with market inventory and merchandise reordering.
• Aid other team members and departments to contribute to the best overall performance of the department and hotel.

Responsible for supervision of Guest Service Team. Has overall responsibility of hotel operations in the absence of the General Manager.

Frequently within the guidelines…