Experience Manager

Position Overview:

At The Ranch at Laguna Beach, a premier coastal resort nestled between canyon and sea, we believe every guest experience should be transformative, tailored, and unforgettable. The Guest Experience Manager is a key ambassador of this philosophyresponsible for curating elevated, personalized experiences that reflect the authenticity of Southern California and the refined hospitality of a five-star resort.

This role leads concierge services, develops exclusive guest programming, and collaborates with internal teams and community partners to deliver seamless, high-touch service. The Guest Experience Manager also oversees the planning and execution of our signature community outreach initiative, Adventure Camp, designed to inspire and connect underserved youth with nature.

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Key Responsibilities:

Luxury Guest Experience & Concierge Services

Partner with the Front Office Manager to ensure delivery of Forbes Five-Star service standards.

Serve as the primary point of contact for pre-arrival, in-house, and post-departure guest engagement.

Personally connect with guests prior to arrival to offer tailored itinerary planning and property updates.

Oversee concierge operations, providing thoughtful recommendations, reservations, and bespoke arrangements across dining, wellness, cultural, and outdoor experiences.

Collaborate across departmentsfront desk, housekeeping, sales / events, food & beverageto ensure an elevated, seamless guest journey.

Monitor guest feedback and trends to continuously enhance offerings and maintain competitive positioning.

Resolve guest concerns swiftly and graciously to ensure complete satisfaction.

Programming, Activities & Signature Events

Design and implement resort-wide experiences and guest activities aligned with brand, seasonality, and guest demographics.

Partner with Sales & Events teams to curate customized group itineraries, incentive travel experiences, and corporate retreats.

Cultivate partnerships with premier local vendors and artisans to provide exclusive, enriching offerings to guests.

Oversee logistics and quality control for all guest-facing events, wellness programming, and off-site excursions.

Adventure Camp Community Engagement

Lead the planning, coordination, and execution of Adventure Camp, a mission-driven program introducing outdoor adventure to underserved youth across Southern California.

Build and maintain relationships with nonprofit organizations and schools.

Coordinate up to 12 overnight camps annually, including scheduling, staffing, safety, and guest experience.

Prepare and present a comprehensive year-end impact report for the California Coastal Commission and internal stakeholders

Qualifications:

Minimum 3 years of experience in luxury hospitality, concierge, guest relations, or experiential programming.

Demonstrated ability to deliver anticipatory, personalized service in a high-end environment.

Excellent communication, interpersonal, and relationship-building skills.

Highly organized and able to manage multiple projects and priorities simultaneously.

In-depth knowledge of Southern Californias cultural, culinary, and natural offerings.

Proficiency in Microsoft Office and property management/reservation systems.

Experience in community outreach or youth programming a plus.

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Additional Information:

Position requires weekend and holiday availability (FridaySunday essential).

Flexible schedule to accommodate guest needs and resort events.

Active, guest-facing role in a dynamic outdoor resort setting.

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Note: The above is not an exhaustive list of duties. Responsibilities may evolve to meet the changing needs of the resort and our guests.

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Grooming

• All team members must maintain a neat, clean and well-groomed appearance per The Ranch standards.

Competencies:

The individual must possess the following knowledge, skills and abilities and be able to explain and demonstrate that they can perform the essential functions of the job, with or without reasonable accommodation, using some other combination of knowledge, skills, and abilities:

• Must be able to speak, read, write and understand the primary language(s) used in the workplace.

• Must be able to read and write to facilitate the communication process.

• Requires good communication skills, both verbal and written.

• Must possess basic computational ability. Must possess basic computer skills.

• Ability to supervise subordinate team members, including, but not limited to, assignment of duties, evaluating service and taking disciplinary action when necessary. Ability to solve problems and make rational decisions.

• Knowledge of The Ranch operations, its services, and facilities.

• Working knowledge of federal, state and local laws governing equal employment opportunity and civil rights, occupational safety and health, wage and hour issues, and labor relations, including, but not limited to the following statutes and their comparable state and local laws (where applicable): Title VII, ADEA, Equal Pay Act, Pregnancy Discrimination Act, FLSA, ADA, OSHA, FMLA, and NLRA.

Physical Demands

Most work tasks are performed indoors. Temperature generally is moderate and controlled by The Ranch

environmental systems.

Position requires walking and giving direction most of the working day; must be able to stand and exert well-paced

mobility for up to 4 hours in length. Length of time of these tasks may vary from day to day and task to task.

Must be able to lift up to 15lbs on a regular and continuing basis.

Requires grasping, writing, standing, sitting, walking, repetitive motions, bending, climbing, listening and hearing

ability and visual acuity.

Talking and hearing occur continuously in the process of communicating with guests, supervisors and subordinates.

Additionally use a radio to achieve discreet communication around the property and with internal departments.

Vision occurs continuously with the most common visual functions being those of near vision and depth perception.

Must be able to bend, stoop, squat and stretch to fulfill cleaning tasks.

Requires manual dexterity to use and operate all necessary equipment.

Must have finger dexterity to be able to operate office equipment such as computers, printers, 10-key adding machine,

multi-line touch tone phone, filing cabinets, FAX machines, photocopiers, dolly and other office

equipment as needed.

Must be able to exert well-paced ability to reach different outlets and other departments of The Ranch on a timely

basis.

Must be able to exert well-paced ability in a limited space.

Other

Regular attendance is essential to the successful performance of this position. Irregular attendance will be subject to disciplinary action, up to and including termination of employment.

Due to the fluctuation in business levels in the hospitality industry, team members may be required to work varying schedules to reflect the business needs of The Ranch. In addition, attendance is required at all scheduled training sessions and meetings.

Upon employment, all team members are required to fully comply with company rules and regulations for the safe and effective operation of The Ranchs facilities. Team members who violate The Ranch rules and regulations will be subject to disciplinary action, up to and including termination of employment.

This description is intended to indicate the typical kinds of tasks and levels of difficulty that are required of positions given this title. This job description is not an exclusive or exhaustive list of all job functions that a team member in this position may be asked to perform from time to time. It is not intended to limit or in any way modify the right of any supervisor to assign, direct, and control the work of team members under their supervision.

Flexibility with working hours and on-call rotation.