Legoland California Hotel Supervisor

LEGOLAND Parks • Carlsbad, CA

6d • Onsite

About The Position

The Hotel Supervisor is a hands-on leader on duty for assigned shifts, overseeing daily operations at LEGOLAND California Resort’s two on-site hotels. The role guides frontline teams, supports efficient and safe hotel operations, resolves challenges, and helps create memorable guest experiences from check-in through check-out.

The supervisor oversees arrivals, departures, room inventory, occupancy, VIP guests, groups, and special requests; coordinates with Housekeeping and Engineering; monitors lobby activity and service delivery; and leads the response to operational challenges and incidents. The role coaches and develops employees, leads daily briefings, supports recruitment and training, and fosters accountability, inclusion, and teamwork.

The position also handles escalated guest concerns, supports guest recovery and operational decisions, uses hotel systems for reservations, billing, guest profiles, inventory, and reporting, and assists with labor planning and scheduling. Additional duties include supporting retail outlets and guest amenities, improving processes, conducting inspections, and promoting safety and emergency readiness.

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.
• 2–4 years of hotel front office or guest service experience.
• Previous supervisory or assistant management experience.
• Experience within 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 operational responses to challenges, incidents, or service disruptions.
• Coach, mentor, and support frontline hotel employees during shifts.
• Lead daily briefings covering guest needs, occupancy, safety priorities, and resort activities.
• Support recruitment, onboarding, training, and employee development.
• Recognize strong performance and foster accountability, inclusion, and teamwork.
• Resolve escalated guest concerns with professionalism, empathy, and urgency.
• Partner with resort teams to deliver solutions that exceed guest expectations.
• Make decisions regarding room moves, upgrades, guest recovery, and operational exceptions.
• Identify trends in guest feedback and contribute to continuous improvement.
• 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 team readiness.
• Promote the safety and wellbeing of guests and employees.

Benefits

• Medical, dental, and vision health care options that encourage preventative care.
• Paid time off (PTO).
• Merlin Magic Pass for friends and family to enjoy parks and attractions.
• Recognition programs and rewards.
• 401(k) program with company match.
• Tuition reimbursement programs.
• Learning and advancement opportunities.

What This Job Offers

• Job Type: Full-time
• Career Level: Mid Level