Guest Experience Supervisor in Newport Beach, California at Beachview Rentals

About Us

Dream Resorts is a hospitality brand dedicated to delivering exceptional vacation rental and property management experiences for guests and homeowners alike. Through its premier brands, Maui Resort Rentals in Hawai‘i and Beachview Rentals in Newport Beach, California, we manage a high quality portfolio of vacation homes in some of the world’s most sought after destinations, offering something for every type of traveler. Our culture is rooted in teamwork, respect, and a shared passion for hospitality, supported by competitive benefits and a workplace that empowers growth.

This commitment to our people has earned recognition across the Dream Resorts family of brands. Subsidiaries of Dream Resorts have been recognized across multiple prestigious workplace awards, including Hawaii Business Magazine’s 2026 Best Places to Work, where Dream Resorts was also honored for fostering a family friendly workplace, Outside Magazine’s Best Places to Work, the Inc. 5000 Best Places to Work, and Hawaii Pacific Business News’ Best Places to Work.

Job Description

The Guest Experience Supervisor at Beachview Rentals is a supervisory role responsible for training and supporting new and existing Guest Experience (GE) team members, managing guest escalations, and documenting and refining Standard Operating Procedures (SOPs). In addition to standard Guest Experience Liaison duties, this role works alongside the GE Manager to spearhead the success of the Guest Experience Department by preserving quality of service through proper procedures, updated SOPs, and effective issue resolution.

As the Guest Experience Supervisor, you serve as the primary escalation point for guest issues prior to escalation to the Guest Experience Manager. You also serve as the Manager on Duty when the GE Manager is not on-site. This role requires strong customer service and communication skills to ensure issues are resolved quickly and efficiently, providing guests with an exceptional experience while guiding the team to do the same.

Daily Operations & Task Leadership

• Perform day-to-day Guest Experience Liaison duties.
• Coordinate and manage GE daily tasks and assignments
• Serve as the main point of contact for interdepartmental communication while MOD.
• Coordinate with other departments to ensure smooth and seamless day-to-day operations
• Represent the GE team on company conference calls when the GE Manager is unavailable.
• Assist in covering scheduling gaps and complete administrative tasks as needed.

Guest Service & Escalation Management

• Provide excellent customer service that consistently exceeds guest expectations.
• Handle escalated guest situations with professionalism and strong problem-solving skills.
• Approve and track compensation provided to guests. Escalate to GE manager when further evaluation is required.
• Provide insights and feedback to marketing regarding guest reviews.
• Collaborate with the reservations department to assist guests with new bookings, modifications, or cancellations

Team Development, SOPs & Policy Compliance

• Assist in training and support of new and existing members of the Guest Experience team.
• As a member of the Emergency task force team, you will be responsible to engage and help facilitate safety and emergency response procedures including sending out guest bulk messaging
• To support overall operations at Dream Resorts, the BVR supervisor will occasionally need to assist and train GE team members in other destinations through remote or onsite guidance.
• Assist with the documentation of SOPs and the upkeep of the knowledge base articles.
• Assist with documentation and performance tracking to support annual reviews.
• Assist with recruiting as needed.
• Assist in the deployment and quality assurance of AI systems to ensure seamless communication with internal staff and guests.
• Communicating and reinforcing company time-keeping and time-off policies

Relationships

As Guest Experience Supervisor, you will assist the Guest Experience Manager in managing the GE team. You report directly to the Guest Experience Manager.

SKILLS & COMPETENCIES

• 2–3 years of proven work experience in hospitality, guest relations and/or customer service.
• 6-12 months experience as a trainer or team lead
• Thorough knowledge of customer service standards and guest experience best practices.
• Excellent verbal and written communication skills.
• Working knowledge of Salesforce and Google Apps.
• Excellent organizational skills with the ability to handle competing priorities.
• Strong problem-solving skills.
• Detailed knowledge of properties, standard inventory, and inventory management systems.

Work Location

Reports onsite at the Beachview Rentals office location. This is not a remote position.

Compensation & Benefits

Hourly Rate: $26 per hour

Comprehensive Medical, Dental, and Vision Insurance (100% employer-paid options for employees and dependents)

401(k) with up to 5% company match

Employer-paid Life/AD&D

Generous Paid Time Off (PTO)

Paid Sick Leave

Dream Resorts and it's subsidiaries conduct pre-employment background checks and drug screening, as well as participates in E-Verify.