Give guests an experience they can’t get anywhere else | with Kurt Bjorkman
February 26, 2025
In this episode of Hotel Moment, Karen Stephens sits down with Kurt Bjorkman, Chief Operating Officer at The Ranch at Laguna Beach. Kurt shares insights from his unique journey from scuba instructor to hospitality leader, and how he's transformed guest experiences at an independent luxury resort. Learn how The Ranch creates memorable local experiences, maintains authentic guest communication, and pioneers innovative sustainability practices —including their groundbreaking glass-to-sand recycling program.
In this engaging episode of Hotel Moment, Karen Stephens speaks with Kurt Bjorkman, Chief Operating Officer at The Ranch at Laguna Beach, about creating exceptional guest experiences and sustainable practices in luxury hospitality. Drawing from his fascinating background as a scuba instructor and his 14-year tenure at The Ranch, Kurt shares valuable insights on:
- How to create and deliver local experiences that guests can't get anywhere else — from ocean activities to artisanal workshops
- The importance of authentic communication throughout the guest journey, including personalized pre-stay emails written by Kurt himself
- Their innovative sustainability initiatives with a revolutionary system that transforms glass bottles into sand for their golf course
- The value of building meaningful connections with the local community to create unique guest experiences
- Strategies for balancing technology with human touch in modern hospitality
Kurt also discusses The Ranch's journey from renovation to reimagination, and shares his perspective on creating fulfilling hospitality careers at all levels. Don't miss this insightful conversation about elevating guest experiences while prioritizing environmental stewardship.
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Episode Highlights:
[02:29] Location and property overview - Kurt provides a vivid description of The Ranch at Laguna Beach's unique setting — nestled where the canyon meets the sea in coastal Orange County. The property spans 87 acres, including a golf course, half-acre farm, and cafes along the beach — offering guests a distinct experience that combines natural beauty with luxury amenities.
[08:05] Creating memorable experiences - Kurt emphasizes that while design and amenities are important, what truly resonates with guests are opportunities to experience something they couldn't do at home. The Ranch focuses on creating achievable, enjoyable experiences that connect guests with the local community, from kayaking with dolphins to learning surfboard shaping from industry pioneers.
[19:52] Building community connections - Drawing inspiration from properties like Ashford Castle in Ireland, Kurt discusses how The Ranch has developed meaningful partnerships with local artisans, experts, and businesses to create authentic experiences for guests. He emphasizes that every location, regardless of setting, has unique stories and people willing to share them.
[24:27] Innovative sustainability practices - Kurt shares the fascinating story of how The Ranch became the first property in the continental United States to implement a glass-to-sand recycling system. This innovative program now produces 70 tons of sand annually for their golf course bunkers — demonstrating their commitment to practical sustainability solutions.
Chapters:
00:00 - Intro
02:29 - The Ranch at Laguna Beach: A unique setting
05:15 - From scuba instructor to hospitality leader
08:05 - Creating memorable guest experiences
10:06 - Technology and guest communication
14:20 - Authentic marketing approaches
19:52 - Community partnerships and local experiences
24:27 - Sustainability initiatives
28:25 - Career legacy and industry impact
If you enjoyed this episode, don’t forget to subscribe, rate and review it on Spotify and Apple Podcasts. Instructions on how to do this are here.
Hotel Moment Podcast is handcrafted by our friends over at: fame.so
Previous guests include: Shannon Knapp, CEO of Leading Hotels of the World (LHW), Patrick Norton of Brittain Resorts & Hotels, Shawn Jereb of Montage International, Carlo Del Mistro, Chief Digital Officer of Ennismore, Jason Pirock of Springboard Hospitality, and many more.
Are you a hospitality industry leader with insights to share? We're always looking for innovative voices to join our conversation about the future of hospitality technology.
If you'd like to be a guest on an upcoming episode of Hotel Moment, we'd love to hear from you! Our podcast reaches thousands of hospitality professionals worldwide, and we're particularly interested in perspectives on:
- Innovation in hospitality technology
- Guest experience transformation
- Revenue optimization strategies
- Emerging industry trends
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