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; its about story community and creating moments that linger long after checkout.

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

Guest Experience & Brand Stewardship

• 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.

Front Desk & Hotel Operations

• 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.

Team Leadership & Development

• 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.

Communication & Administration

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

Additional Responsibilities

• 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.

Qualifications 

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.

Skills/Abilities/Other Requirements:

• 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 56 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.

Physical Requirements: 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. Driving.

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 we work through regular volunteering and select charity promotions throughout the year.

Pay Range: $32.70 - $34.60 per hour

Required Experience:

Manager