Legoland California Hotel Supervisor

Merlin Entertainments•Carlsbad, CA

6d•Onsite

About The Position

The Hotel Supervisor is a hands-on leadership role supporting daily operations at LEGOLAND California Resort’s two on-site hotels. The supervisor serves as leader on duty for assigned shifts, guiding hotel operations, supporting frontline teams, resolving challenges, and ensuring guests have a memorable stay. The role oversees service delivery from check-in to check-out and promotes safe, efficient, and consistent hotel operations. The supervisor leads and develops frontline employees through coaching, mentoring, briefings, recruitment, onboarding, training, and recognition. They handle escalated guest concerns, coordinate with departments across the resort, and help improve the guest experience and operational performance. The role also uses hotel systems and reports, assists with labor planning and scheduling, and supports hotel retail outlets and guest amenities when needed. The position includes leading responses to guest, employee, safety, security, medical, and operational incidents; conducting walkthroughs and inspections; and supporting emergency readiness. Work takes place across hotel lobbies, front desks, offices, meeting rooms, training classrooms, and back-of-house areas, with occasional outdoor exposure. The stated pay is USD $70,304.00 per year.

Requirements

Strong knowledge of hotel front office operations, guest services, reservations, and housekeeping coordination.
Proven ability to lead teams in a dynamic, guest-focused environment.
Excellent guest recovery and problem-solving abilities.
Strong decision-making skills and ability to remain calm under pressure.
Effective communication and collaboration skills across multiple departments.
Comfort working with hotel systems, operational reports, and financial controls.
Commitment to safety, security, and operational excellence.
Ability to deliver classroom and hands-on training sessions for extended periods.
Ability to observe and evaluate employee performance in operational environments.
Ability to travel throughout hotel facilities as needed.
Ability to communicate clearly with individuals and groups in training and operational settings.

Nice To Haves

Bachelor’s degree in Hospitality Management, Business Administration, or a related field; equivalent experience may be considered in place of formal education.
2–4 years of hotel front office or guest service experience.
Previous supervisory or assistant management experience.
Experience in a family entertainment, themed resort, or attraction environment.

Responsibilities

Oversee daily operations of both resort hotels and maintain exceptional service standards.
Manage arrivals, departures, room inventory, occupancy, VIP guests, groups, and special requests.
Coordinate with Housekeeping and Engineering on room readiness, guest needs, and operational efficiency.
Monitor lobby activity, guest flow, and service delivery.
Lead hotel operations during challenges, incidents, or service disruptions.
Coach, mentor, and support frontline hotel employees during assigned shifts.
Lead daily briefings covering guest needs, occupancy, safety priorities, and resort activities.
Support recruitment, onboarding, training, and employee development.
Recognize performance and foster accountability, inclusion, and teamwork.
Take ownership of escalated guest concerns and resolve them professionally, empathetically, and urgently.
Partner with resort teams to develop solutions that exceed guest expectations.
Make decisions involving room moves, upgrades, guest recovery, and operational exceptions.
Identify guest-feedback trends and contribute to continuous improvement initiatives.
Use hotel systems to manage reservations, room inventory, guest profiles, billing, and operational reporting.
Assist with labor planning, scheduling, and daily operational adjustments.
Support hotel retail outlets and guest amenities when required.
Identify operational opportunities and collaborate on process improvements.
Lead responses to guest, employee, safety, security, medical, and operational incidents.
Conduct hotel walkthroughs and operational inspections to ensure compliance and presentation standards.
Support emergency response procedures and ensure team readiness.
Promote the safety and wellbeing of guests and employees.
Deliver classroom and hands-on training, observe employee performance, and travel throughout hotel facilities as needed.