Guest Experience Lead

Bay Shores Peninsula Hotel 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.

Bay Shores Peninsula Hotel is a cozy coastal retreat in the heart of Newport Beachwhere vintage charm meets heartfelt service. Just steps from the sand and beloved by generations of returning guests our hotel feels more like a beach house than a brand. Every room every interaction every detail is shaped by our commitment to warm hospitality local pride and meaningful guest experiences. This is a true independent boutique hotel in an ideal location.

As part of the Pacifica Hotels portfolio we combine that personal neighborhood feel with the operational excellence of a California lifestyle hospitality brand. Our teams are passionate our standards are high and our purpose is simple: to make every guest feel at home every time.

Opening November 2025!

Essential Functions and Responsibilities of the job include but are not limited to:

• 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 Teams 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 Attendants 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 Companys 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 Caf.
• 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.

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

Independent Judgment Used: Frequently within the guidelines established by management and to the extent of operating within Hotel Company policies and procedures.

Working Conditions/Environment: Entire interior and exterior of property.

Qualifications:

Knowledge/Education/Experience: Minimum of two (2) years hotel experience as Front Desk Supervisor or progressive front desk responsibility. Strong English skills both oral and written.

Skills/Abilities/Other Requirements: Hotel front desk operations and procedures. Personnel supervision and training. Salesmanship and public relations. Ability to make timely effective decisions. Ability to prioritize organize and delegate work assignments. Ability to maintain good team member relations. Ability to develop and maintain effective guest relations. Ability to manage multi-departmental operations. Ability to direct performance of team members and follow-up with corrective action where needed. Basic accounting procedures. Cash registers computers and calculators are required.

Physical Requirements: Some driving frequently walking indoors outdoors up and down stairs standing sitting bending stooping twisting reaching lifting and carrying. Reaching above at and below shoulder level. Lifting and carrying unassisted up to 20 lbs.

Health Benefits Travel Perks & More
Medical Dental and Vision Insurance 401k Vacation and Sick Leave are offered with this position along with a Team Member Travel Program encouraging each team member to visit sister properties and enjoy exclusive team member rates for rest and relaxation. We also encourage quarterly team building and giving back to the communities in which they work through regular volunteering and select charity promotions throughout the year.

Pay Range: $25.00-$27.00 per hour