La Playa Hotel
Carmel by the Sea, CA
Camino Real at Eighth Avenue
Carmel by the Sea, CA 93921
Great benefits package. Employee discounts. Great working atmosphere! Come and join our award-winning team!
Compensation: Starting $75,000.00
The Guest Experience Manager at La Playa Hotel and The Hotel Carmel is responsible for the direct leadership of the Front Office. This position must respond to a wide variety of guest requests by accurately assessing the guest needs and desires, adding personal recommendations and touches to achieve maximum customer satisfaction. This leader will constantly be demonstrating the Marc & Rose Pillars of Character and Leadership Behaviors while bringing world class service to our guests.
Job Summary:
• Leads the activities of Front Office (Front Desk & Bell Team) and acts as the Leader on Duty. Directs staff and ensures communications and follow-up on any problems, guest requests or special requirements.
• Resolves customer complaints from all areas of the hotel, handling all guest interactions with the highest level of hospitality and professionalism, accommodating special requests whenever possible; assists customers in all inquiries in connection with hotel services, hours of operations, key hotel personnel, in-house events, directions, etc. Responds to all guest requests in an accurate and timely manner. Interaction with guest will be in person and by phone.
• Ensure top VIPs (Elite and other Guests selected by Front Office Team) point of contact prior to arrival until departure for the arrangement of their stay.
• Work with guests or Travel Agents to plan itineraries and special requests.
• Perform Top VIP room inspections to make sure amenities, welcome cards and special touches have been arranged.
• Be a driving force behind guest centric projects, aimed at elevating the experience and recognition of qualifying guests. Understands the trends of our guests and can identify opportunities for new experiences.
• Interviews, trains and provides real time feedback. Conducts Performance evaluations and disciplines staff when needed.
• Performs daily team meetings and briefings.
• Leads Front Office Trainings and department meetings.
• Create and monitor schedules of staff and assist in processing payroll.
• Coordinates arrivals, departures and billing requirements with Sales and Catering Department.
• Blocks rooms for arrivals and ensures and discrepancies are resolved.
• Reviews daily arrivals to ensure proper handling of Special Attention Guests, VIP Guests and Groups.
• Assures that all financial and credit procedures are followed.
• Follows up on credit problems with Front Office Team and/or Corporate Billing.
• Reviews all paid-outs, rebates, petty cash disbursements and direct billings.
• Checks cashier’s work at the end of the shift to ensure all transactions are reconciled with proper approvals and endorsements.
• Acts in all matters related to the safety, security, satisfaction and well-being of hotel guests and employees.
• Responds swiftly and effectively in any hotel emergency or safety situation.
• Responds to all guest requests in an accurate and timely manner.
• Interactions with guest will be in person, on the phone, via email and any other means of communication
• Assures that guest is assigned type of room requested and the correct rate is charged.
• Arranges for luggage to be delivered to guest room. Issues correct keys to the guest. Checks out guest at end of stay. Ascertains guest satisfaction, collects keys, posts late charges and presents bill to guest. Settles bill accurately through credit card or cash transaction.
• Works harmoniously and professionally with employees, co-workers and upper management.
Your Skills and Qualifications Include:
- Minimum of 4 years Front Office Management experience required
- University/College degree or an equivalent combination of education and work-related experience, preferred
- Previous 5-star luxury experience an asset
- Experience working with INFOR HMS advantageous
- Must have excellent computer and troubleshooting skills
- Excellent organizational skills
- Outstanding communication skills - oral and written
- Excellent interpersonal skills
- Displays a team philosophy and leads by example
- Excellent problem solving skills
- Ability to remain calm under pressure
- Strong attention to detail
- Physical Aspects of Position (include but are not limited to): Frequent standing and walking throughout shift; Occasional kneeling, pushing, pulling, lifting; Occasional ascending or descending ladders, stairs and ramps
La Playa Hotel
75 Room Hotel
Once a luxurious mansion built in 1905 by an artist as a gift to his wife, a member of the Ghirardelli family, for over 100 years La Playa Hotel has been known as the “Grande Dame of Carmel.” This landmark boutique hotel is tucked minutes away from Carmel's famed white sand beach and features turn-of-the-century charm with premier Pacific views. The hotel's 75-guest rooms reflect a sophisticated beach cottage style and are comfortably appointed. The cornerstone of one of California’s most prestigious neighborhoods, La Playa Hotel places art galleries, shops, fine restaurants, tasting rooms and scenic beauty just outside its doorstep. From the morning's Champagne Breakfast to the sunset wine reception and late-night cookies and milk, guests will relish the hotel's luxury amenities and be treated to an extraordinary Carmel experience.
About the Company
Family-owned and family-built, Marc & Rose is an eclectic collection of iconic resorts and hidden gems — each a tribute to place-based sensuality and playful improvisation. Born of an irreverent spirit and a passion for hard work, our collection makes its home across the American West. It embodies the sounds, smells, and colors of iconic landscapes – and it doesn’t come to life without the human heart.
Our passionate team breathes new life into familiar places, imagines original spaces into being, and practices the art of welcome. We consider hospitality an essential part of being human. But it is also a calling — a creative and professional pursuit that requires curiosity, care, and grit. Because the heartbeat of genuine hospitality is always, first and foremost, you.
La Playa Hotel provides equal employment opportunities (EEO) to all associates and applicants for employment without regard to ethnicity, religion, gender, sexual orientation, national origin, age, disability or genetics. In addition to federal law requirements, La Playa Hotel complies with applicable state and local laws governing nondiscrimination in employment in every location in which the company has facilities. This policy applies to all terms and conditions of employment, including recruiting, hiring, placement, promotion, termination, layoff, recall, transfer, leaves of absence, compensation and training.
M/F/D/V
