About this role
Nightsky
Nightsky San Luis Obispo is an elevated, nature-immersive hospitality experience set atop a hill with sweeping views of the Nine Sisters. Designed for connection, rejuvenation, and simple-but-beautiful moments, our luxurious eco-tents, al fresco gathering spaces, and curated activities offer guests a refined, comfortable immersion in nature.
Our personality is warm, adventurous, neighborly, stylish yet approachable. We believe in the power of shared humanity, in balance, in embracing nature's rhythm, and in taking it easy while delivering thoughtful, meaningful hospitality.
Set within Nightsky, Marcerro features a creative and cleverly-designed F&B program to minimize service complexity while guests are encouraged to mingle together through communal programming for a memorable experience. Marcerro - a name born from the union of mar (sea) and cerro (hill) - pays homage to the stunning natural convergence of the Pacific Ocean and the Santa Lucia Mountains that cradle our site. This unique positioning inspires everything we do, from the ingredients we source to the atmosphere we create.
We operate a streamlined, light-touch service model - where guests may encounter only a few hosts, but every detail feels curated, intentional, and inspired by the natural world around us.
Who We Are
• Passionate about hospitality, the outdoors, and creating meaningful guest experiences.
• Culture-driven, committed to respect, teamwork, accountability, and entrepreneurial spirit.
• Unique in our approach — encouraging individuality, authenticity, and creativity.
• Innovators, constantly evolving to enhance experiential programming and guest engagement.
• A growing team seeking leaders who recognize the importance of associate engagement and guest connection.
• Proud to promote from within and build diverse, inclusive teams that thrive.
What You Will Be Doing
Front Office and Shift Leadership
• Lead assigned front office shifts while actively supporting arrivals, departures, guest requests, transportation, and daily desk coverage.
• Serve as Manager on Duty when assigned, making timely decisions, coordinating the property's response, and escalating significant concerns appropriately.
• Guide the Guest Services team through shift briefings, daily assignments, service standards, guest needs, and operational priorities.
• Support scheduling, training, coaching, and performance feedback in partnership with leadership.
• Review arrivals, departures, VIPs, groups, special occasions, packages, and requests to ensure the team and property are prepared.
• Maintain accurate front desk procedures, checklists, logs, cash and key controls, reports, and shift handoffs.
• Monitor the front desk, arrival areas, pathways, golf carts, and guest-facing spaces to ensure they remain welcoming, organized, safe, and operationally ready.
Guest Journey
• Create a warm, seamless guest journey from pre-arrival through departure while balancing personalized hospitality with efficient execution.
• Anticipate guest needs, recognize opportunities to personalize stays, and ensure preferences, requests, and important details are communicated across departments.
• Resolve guest concerns with confidence and sound judgment, documenting service recovery and following through to resolution.
• Maintain strong knowledge of accommodations, amenities, Marcerro, Swingtime, local recommendations, transportation, packages, property experiences, and local offerings.
• Support VIP stays, groups, retreats, media visits, and special occasions through thoughtful preparation and consistent communication.
• Review guest feedback and recurring service trends and recommend practical improvements to the guest experience.
Programming and Activations
• Coordinate and support the day-of execution of property programming, seasonal activations, wellness offerings, stargazing experiences, communal gatherings, and other guest activities.
• Prepare activity spaces, guest materials, signage, supplies, and attendance information to ensure each experience is organized and ready.
• Welcome and engage participants, communicate activity details, and serve as an onsite host during programs and activations as assigned.
• Coordinate with Operations, Sales, Food and Beverage, outside partners, and activity partners to support smooth execution.
• Promote property programming, packages, and relevant add-ons in a natural, guest-focused manner that strengthens participation and revenue.
• Gather guest and team feedback and share opportunities to improve future programming.
Operational Coordination and Property Support
• Partner closely with Housekeeping, Engineering, Food and Beverage, Sales, and leadership to resolve guest needs and maintain strong property flow.
• Support room readiness, amenity delivery, transportation coordination, lost and found, package handling, and other front office functions.
• Use the property management system and other operating platforms accurately, including guest profiles, reservations, billing, notes, reports, and task tracking.
• Monitor supplies and operational inventory associated with the front desk, guest transportation, and programming and communicate replenishment needs promptly.
• Protect guest information, property assets, keys, payment data, and confidential company information.
• Follow all safety, emergency, security, and incident-reporting procedures, responding calmly and appropriately when issues arise.
• Perform other job-related duties and cross-functional support as assigned.
What You Bring to the Table
Experience & Qualifications
• Two or more years of hotel front office, resort, guest services, or comparable hospitality experience preferred.
• Previous lead or supervisory experience strongly preferred.
• Experience supporting programming, events, recreation, wellness, or experiential hospitality is a plus.
• Strong working knowledge of front desk operations, reservations, guest billing, cash handling, and service recovery.
• Comfort using property management systems, communication tools, and basic reporting platforms.
• Clear communication, sound judgment, and the ability to manage multiple priorities in a dynamic environment.
• Valid driver license and ability to safely operate property vehicles and golf carts, subject to company requirements.
• Flexible availability, including early mornings, evenings, weekends, holidays, and varying shifts.
• Comfort working indoors and outdoors across varied terrain and weather conditions.
• Ability to stand and walk for extended periods and lift up to 40 pounds.
Leadership & Behaviors
• A visible, hands-on leader who sets the tone for warm, attentive service and confidently steps into any front office responsibility when needed.
• A natural host who notices the details, anticipates needs, and creates thoughtful moments that make each stay feel personal.
• Calm and solutions-oriented, with the judgment to make timely decisions, resolve guest concerns, and lead the property response when serving as Manager on Duty.
• Able to balance guest engagement with the operational discipline required to manage shift priorities, controls, communication, and follow-through.
• Engaging and comfortable hosting programs, activations, and gatherings while encouraging participation in a genuine, guest-focused way.
• Clear and consistent in setting expectations, coaching team members, holding others accountable, and recognizing strong performance.
• Highly collaborative, building strong working relationships across Front Office, Housekeeping, Engineering, Food & Beverage, Sales, Events, and Golf.
• Adaptable and resourceful, with the willingness to respond to changing priorities and help shape processes in a growing operation.
What's In It for You
• Generous health, dental and vision insurance, plus 401K.
• Comprehensive onboarding and training plan to set you up for success.
• Coaching, feedback, and mentorship to develop yourself and your team.
• Personalized development plan to fit your individual role and career goals.
• Generous PTO and 9 paid holidays.
• Opportunities to volunteer and give back to our local communities.
• Paid Parental Leave.
• Tuition reimbursement opportunities - when you grow, we grow!
Non-Negotiables (Our Core Values)
• SERVE OTHERS.
• LIVE 360.
• BUILD A POSITIVE TEAM.
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• BE WILDLY PASSIONATE.
• TAKE OWNERSHIP.
• LEARN + INNOVATE.
• EMBRACE CHANGE.
As part of an organizational culture that embraces change and progress, this job description does not seek to limit the tasks and responsibilities of the position. Rather, it acts as a springboard for future career and personal development within the property team and entire Modus Hotels' community.
We are an equal opportunity employer. We actively respect the right of any qualified individual who performs to Modus standards to work. Discrimination based on gender, age, race, religion, national origin, marital status, sexual orientation, disability, or any other characteristic not related to performance, ability or attitude protected by state or federal law, is disrespectful, bad business and won't be tolerated. It's also illegal.
Modus by PM Hotel Group will not discharge or in any other manner discriminate against employees or applicants because they have inquired about, discussed, or disclosed their own pay or the pay of another employee or applicant. However, employees who have access to the compensation information of other employees or applicants as a part of their essential job functions cannot disclose the pay of other employees or applicants to individuals who do not otherwise have access to compensation information, unless the disclosure is (a) in response to a formal complaint or charge, (b) in furtherance of an investigation, proceeding, hearing, or action, including an investigation conducted by the employer, or (c) consistent with the contractor's legal duty to furnish information.
This description is subject to change, at the sole discretion of the Company, and in no way creates an employment contract, implied or otherwise; each associate remains, at all times, an “at will” associate.
Be prepared to accommodate varying schedules including nights, weekends, and holidays, as required. This position will require moving self in different positions to accomplish tasks in various environments. The position may require moving greater than 50% of the time.