Guest Experience Ambassador

Job Title: Guest Experience Ambassador

Department: Admin and General

Reports to: General Manager

Job Type: Non-exempt

Location: Los Angeles, CA - Hotel Lucile & Sous Sous

Position Type: Full time / part time

Compensation: $23 per hour

Position Overview

At Hotel Lucile, the welcome begins before anyone reaches the door. The Guest Experience Ambassador is the first face guests see, whether they are checking in for the weekend, meeting friends for dinner at Sous Sous, or stopping by from down the street.

Stationed in the lobby and at the front of our 1931 church, the Ambassador owns the arrival experience. They greet every guest, learn where each is headed, and guide them there personally, connecting hotel guests with the front desk and diners with the Sous Sous host team. As the afternoon turns to evening and the lobby fills, they keep Lucile's public spaces warm, easy to navigate, and full of life.

This is a role for someone who loves people and remembers them. Over time, the Ambassador comes to know regulars by name, shares the story of the building with first-time visitors, and helps the hotel and restaurant teams turn a single visit into a lasting relationship.

Essential Functions

• Greet every arriving guest, diner, and neighbor at the entrance and in the lobby, setting a warm and personal tone from the first moment.
• Learn where each guest is headed and walk them there, introducing hotel guests to the front desk and diners to the Sous Sous host team.
• Keep the lobby and public spaces welcoming and easy to move through, helping guests waiting for a table find a comfortable place to settle in with a drink.
• Serve as the on-site point of contact for our valet and security partners, keeping arrivals and departures smooth and the entrance looking its best.
• Lead property tours and site inspections for media, VIPs, and prospective guests, bringing the history and design of the building to life.
• Remember returning guests' names, preferences, and occasions, and add notes in Cloudbeds and Resy so the hotel and restaurant teams can recognize them too.
• Reach out to VIP guests ahead of arrival to offer dinner reservations at Sous Sous, airport transfers, and help with room requests and amenities.
• Share what's happening at Lucile, from art exhibitions to community programming, along with favorite spots around Silver Lake.
• Assist with luggage and doors, keep the entrance and front steps tidy, and lend a hand to the hotel and restaurant teams as needed.

Requirements

• Hospitality or customer service experience preferred. Front desk, concierge, or restaurant host experience is a plus.
• Warm and personable, with a natural curiosity about people and a strong memory for names and details.
• Comfortable leading tours and speaking with press, VIPs, and first-time guests.
• Clear and courteous in person, by phone, and over email.
• Calm, attentive, and gracious when the lobby is busy.
• A polished presence and a personal sense of style.
• Experience with Cloudbeds, Resy, or similar systems a plus.
• Knowledge of Silver Lake and the surrounding neighborhoods a plus.
• Able to stand and walk for extended periods and assist with luggage.
• Available for afternoon and evening shifts, including weekends, holidays, and special events.

Benefits

• 401k with company match (full time)
• Health, dental, and vision insurance (full time)
• Holiday pay
• Paid vacation
• Company growth and leadership development
• Professional advancement
• Maternity and paternity leave (full time)
• Travel perks and discounts at hotel properties

Note: This job description is not intended to be a contract for employment, and the employer reserves the right to make any necessary revisions to the job description at any time.

About Hotel Lucile

Hotel Lucile is a landmark boutique hotel in the heart of Silver Lake. Built as a church in 1931, the building keeps much of its original character, from the stained glass and soaring beams to the wood floors, alongside a contemporary design. Inside are 25 guest rooms, Sous Sous in the former sanctuary, a choir loft, rooftop, pool, and gym, with a rotating art program and community gatherings throughout. It is a second home for travelers exploring the city and a place for neighbors to gather.

About Casetta

"Casetta," Italian for little house, is a hospitality brand that brings new life to buildings with distinct histories in meaningful places. Each property has its own personality, expressed through thoughtful design, considered food and beverage, and real community connection, with a familiar thread running through them all.

As a team, we are guided by the following internal principles:

• A Warm Welcome: guests arrive as visitors and leave as friends
• Proximity as Priority: close enough but different enough
• Discover Anew: an offering of something new
• The Casetta Thread: to feel the Casetta experience, regardless of the property
• Leave it Better: leaving places, buildings, and communities better than we found them

Our portfolio includes Hotel Lucile Silver Lake, Casa Cody Palm Springs, The Pearl Hotel San Diego, Hotel Marina Riviera Big Bear, and Hotel Willa Taos.

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