Post Ranch Inn Houseman Juan Morales might not always cross paths with the guests he serves, but he plays a central role in their Big Sur experiences.
The 24-year property veteran works hard behind the scenes, taking note of people’s likes, dislikes and dietary needs so he can stock in-room minibars to their tastes. Each day, he surprises guests with fresh-baked cookies, organic fruits, chocolates, beverages and other treats selected just for them.
Juan’s Post Ranch colleagues liken him to Santa Claus delivering gifts, except he works year-round instead of just one storied night. His positivity inspires his team, and he’s quick to support his coworkers when someone is out. Juan goes above and beyond to fill other resort needs, too. Depending on the day, that might mean helping with turndown service, stocking property treehouses with firewood, or training the next generation of housemen and room attendants.
In fact, Juan has trained two special coworkers over the past decade: his sons, David and Daniel.
The siblings and their sisters, Karen and Jaqui, all followed in their parents’ footsteps by stepping into hospitality roles at Post Ranch. Karen first as a PBX Operator, and then Jaqui started as a Front Desk Agent and was promoted to a Front Desk Trainer role within her first year. These days, she is a front desk supervisor at the property. Jaqui’s mother and Juan’s wife, Luisa, has been part of the resort’s housekeeping team for 18 years.
“He’s very proud of us all,” Jaqui says of her father. “He’s proud that he’s been able to watch his kids grow in their jobs, and he’s proud to see us and our mom working alongside him.”
Juan, Luisa and their children treasure the natural beauty and ambiance of Post Ranch, as well as the people they work beside every day. They have made lasting memories during special events and holiday parties held at the property. They’ve developed rich friendships with their coworkers and managers. Juan especially appreciates how the Post Ranch Inn ownership team regularly checks in on his family.
The thoughtfulness that Juan values in others mirrors the kindness he extends to those around him. His advice to individuals interested in a hospitality career starts with those same basics: be kind, say hello, and show guests that you’re there to help.
"I would say the same thing. Just treat people with kindness," Jaqui says. "Kindness does go a long way. Always do your best to accommodate, even if something seems like an impossible task."
Like her father, Jaqui values the opportunity to meet resort guests and provide the flawless service that makes each Post Ranch Inn stay unforgettable. Though she grew up on resort property, she didn’t think about pursuing a hospitality role until she was finishing high school.
“That’s when I started to see this as a place to work, and an opportunity to build an employment path for myself," she says.
That career path continues to be a good fit.
“I really do see myself growing in this particular field,” Jaqui says.
