Job Description

Hotel Guest Experience Manager

** LOCAL APPLICANTS ONLY **

Entrepreneurial | People-Person | Get-It-Done Vibes

We are the Boardwalk, an 18-room boutique hotel in the heart of Mission Beach , steps from Mission Bay, the Pacific Ocean, and all the tacos, surfboards, and sunshine you could want. 

We’re not looking for a clipboard manager—we’re looking for someone who acts like an owner , thrives in chaos, and is down to be the face of a hotel people will always remember (for the right reasons). You love hosting people, solving problems and building relationships.

We run a small, continually evolving organization and we’re looking a Guest Experience to lead it.

We want our guests to have the best trip ever at the Boardwalk. As our Manager, you’ll be responsible for that. That’s the fun part. The other part is dealing with an angry guest or an AC unit that’s making too much noise while recommending a restaurant to a guest who happens to walk up.  Still reading?You might be our our candidate!

What You’ll Actually Do:Lead & Manage

• Run the day-to-day show (no Director of Ops—you’re it)
• Manage a lean crew (housekeeping, front desk, etc.)
• Coordinate with marketing and ownership (and help make it better)
• You are our first line of defense for any problems that come up (before/after hours, etc.)

Sell the Hotel Without Selling Your Soul

• Be the face of our brand in the Mission Beach/PB community
• Build local partnerships to boost direct bookings
• Keep OTAs in check and understand them—Airbnb & Expedia are tools, not lifelines

Keep Guests Happy & Coming Back

• Make check-ins feel like VIP arrivals. Yes, we have self check-in, but think of being more of a concierge. Some people prefer the human touch !
• Handle problems with grit and grace 
• Constantly be thinking and suggesting ways to streamline and automate our processes

Drive Revenue Like a Pro

• Occasionally adjust last minute pricing to ensure we are optimizing occupancy and ADR 
• Work with our finance team on P&Ls and RGA tracking
• Work with our management company to understand pricing structures and bookkeeping.
• Get creative and do some local marketing 

Specific Daily Tasks:

Guest Management

• Check-ins and check-outs
• Address guest inquiries/complaints
• Address common questions from guests (and eventually automate responses so that these questions don’t keep hijacking your time) 

Staff Supervision

• Oversee front desk and cleaning staff (and train new employees)
• Create work schedules

Housekeeping Coordination

• Communicate room status
• Manage cleaning schedules
• Handle special requests
• Understand the cleaner's schedule and processes
• Address any issues with cleaning teams (who and what they are)

Maintenance Coordination

• Report issues to maintenance
• Follow up on repairs
• Communicate room status updates related to maintenance needs
• Understand the maintenance and cleaning inspection protocol
• Identify, report, and handle room and maintenance issues
• Address any issues with the maintenance team (who and what they are)

Inventory Management

• Track supplies, order necessary items and manage stock

Financial Management

• Process payments and manage cash drawer
• Prepare daily reports

Guest Experience Enhancement (Concierge) 

• Recommend local attractions
• Handle special requests for enhanced experiences
• Manage loyalty programs

Emergency Procedures

• Conduct regular safety checks and know/implement safety protocols

Technology Management

• Operate reservation system (Cloudbeds) and PMS 
• Handle email communications professionally
• Troubleshoot technology issues

You’re a Fit If You:

• Thrive in a high energy, fast paced environment
• Live near Mission Beach 
• Have hospitality or customer service chops
• Know how to put out fires (actual and metaphorical)
• Want to grow with a young, entrepreneurial company
• Can problem solve on the fly and come up with win-win solutions

A Typical Day (No Two Are the Same)

Morning check-outs. Chat with the coffee shop crew. Make sure rooms are guest-ready. Answer emails, help someone figure out their bike rental (included for our guests) and high-five a returning guest. Midday meeting with a local event planner. Back in time to cover the front desk while setting prices for the weekend. Smooth chaos—with a view of the ocean. Did we mention you might get interrupted a few times along the way?

Compensation & Perks

• $70,000 Base + $10K–$20K Bonus Potential
• W-2 employee
• 90-day trial period, with bonus structure set after

Why This Rocks

• You’ll learn how to truly run a business
• You’ll build relationships that level up your career
• You’ll be part of something fun, fresh, and growing

Please apply with cover letter and tell us why you'd be a great fit.

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