Proper Hotel Group
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Guest Experience Manager Full Time Santa Monica, CA, US
6 days ago Requisition ID: 2048
Salary Range: $70,304.00 To $75,000.00 Annually
Join the iconic Santa Monica Proper Hotel, where historic charm meets contemporary luxury in the heart of Santa Monica. As a seamless merger of historic retrofit and new construction, our 267-room boutique hotel showcases stunning interior design by international style icon Kelly Wearstler, tantalizing dining options by local culinary stars, and a show-stopping rooftop lounge and swimming pool. With 16,000 square feet of sophisticated meeting and event space, we create unforgettable experiences for our guests.
We are seeking an experienced, detail-oriented Guest Experience Manager to lead our front-of-house operations and ensure every guest interaction reflects the impeccable hospitality standards that define Santa Monica Proper Hotel. This role requires a passionate leader who can inspire a team to deliver seamless, personalized service and create the sophisticated guest experiences that set us apart in the luxury hospitality market.
Job Summary:
The Guest Experience Manager is responsible for overseeing and managing all aspects of the guest services department, ensuring that guests receive a seamless, exceptional, and personalized experience during their stay. This includes supervising front desk operations, managing guest requests, resolving complaints, and ensuring that all guest interactions align with the hotel’s high standards of service. The Guest Services Manager will work closely with other hotel departments, lead the guest services team, and ensure that the hotel consistently exceeds guest expectations.
Essential Job Duties and Responsibilities
Collect, analyze, and act upon guest feedback from surveys, online reviews, and comment cards to identify trends and areas for improvement.
Monitor and manage the hotel’s online reputation on platforms such as TripAdvisor, Yelp, and social media, responding in a timely and professional manner.
Create, implement, and enforce service standards and policies across all guest touchpoints (pre-arrival, in-house, post-stay).
Conduct regular service audits or inspections to ensure the highest standards of presentation, safety, and cleanliness.
Serve as the primary point of contact and ambassador for guests, especially VIPs or those with complex issues.
Proactively resolve all guest complaints and issues swiftly, effectively, and empathetically, demonstrating excellent service recovery skills.
Train and mentor employees across departments (Front Desk, Bell, Valet, Housekeeping, F&B, etc.) on exceptional customer service and hospitality skills.
Foster a culture of service excellence and empower team members to take ownership of guest satisfaction.
Develop and oversee programs for personalizing guest experiences and recognizing loyal customers.
Collaborate with sales and marketing teams on customer recognition and loyalty initiatives.
Ensure a seamless check-in/check-out process, assisting guests with special requirements or concerns.
Respond promptly and effectively to guest inquiries, ensuring all interactions are positive and aligned with the hotel’s service standards.
Anticipate guest needs and provide personalized services to enhance their experience, such as arranging special amenities, transportation, or concierge services.
Lead, train, and develop the guest services team to provide top‑notch service and hospitality.
Set clear performance goals, conduct regular performance evaluations, and provide ongoing feedback to staff.
Handle and resolve guest complaints or concerns, ensuring issues are addressed promptly and to the guest’s satisfaction.
Log all guest feedback and communicate it to management for continuous improvement.
Implement strategies to prevent recurring complaints, working proactively with staff and other departments.
Coordinate with other hotel departments (e.g., housekeeping, maintenance, food & beverage) to ensure guest needs are met promptly.
Ensure that guest services procedures are followed consistently and that team members comply with hotel policies and standards.
Develop and maintain guest services policies and procedures to ensure consistent service delivery.
Maintain communication with repeat guests and VIPs to ensure a memorable experience and encourage return visits.
Assist with guest billing inquiries and discrepancies, ensuring all charges are accurate and processed in a timely manner.
Maintain and update guest records, ensuring confidentiality and security of guest information.
Prepare daily reports on guest services activities, including feedback, room availability, and any issues that require follow‑up.
Education and/or Experience
Bachelor’s degree in Hospitality Management, Business Administration, or a related field preferred.
3+ years of experience in guest services, front desk operations, or a related role within the hospitality industry.
Previous leadership or supervisory experience is required.
Experience in a hotel or resort environment preferred.
Skills/Specialized Knowledge
Exceptional customer service skills, with the ability to handle difficult situations and resolve conflicts professionally.
Strong leadership, communication, and interpersonal skills.
Ability to multitask and prioritize in a fast‑paced environment.
Knowledge of hotel management software (e.g., Opera, Marriott, etc.) and office applications (Word, Excel, etc.).
Detail‑oriented with excellent organizational and problem‑solving skills.
Ability to remain calm under pressure and deliver results in challenging situations.
Physical Demands
Ability to stand and walk for extended periods of time.
Ability to lift and carry up to 25 pounds (e.g., luggage, guest belongings).
Ability to work in a fast‑paced environment, managing multiple tasks simultaneously.
Flexibility to work varying shifts, including evenings, weekends, and holidays as required.
Why Join Proper Hospitality At Proper, we build experiences that move people — and that begins with the team behind them. As a best‑in‑class employer, we’re committed to creating one of the Best Places to Work in hospitality by nurturing a culture where creativity, excellence, and humanity thrive together.
Everything we do is grounded in the belief that hospitality is more than a profession — it’s an opportunity to care for others and make lives better. Guided by the Pillars of Proper, we show up with warmth and authenticity (Care Proper), strive for excellence in everything we do (Achieve Proper), think creatively and resourcefully (Imagine Proper), and take pride in the style and culture that make us who we are (Present Proper).
We believe our people are our greatest strength, and we invest deeply in their wellbeing, growth, and sense of belonging. From comprehensive benefits to meaningful development programs, Proper is designed to help you build a career, and a life, that feels as inspiring as the experiences we create for our guests.
Our Commitment: Building the Best Place to Work Our Best Place to Work initiative is a living commitment — a continuous investment in our people, our culture, and our purpose. We listen, learn, and evolve together to create an environment where everyone feels empowered to imagine boldly, achieve confidently, care deeply, and present themselves authentically.
At Proper, joining the team means more than finding a job — it means joining a community that believes in building beautiful experiences together, for our guests and for one another.
#J-18808-Ljbffr
Guest Experience Manager Full Time Santa Monica, CA, US
6 days ago Requisition ID: 2048
Salary Range: $70,304.00 To $75,000.00 Annually
Join the iconic Santa Monica Proper Hotel, where historic charm meets contemporary luxury in the heart of Santa Monica. As a seamless merger of historic retrofit and new construction, our 267-room boutique hotel showcases stunning interior design by international style icon Kelly Wearstler, tantalizing dining options by local culinary stars, and a show-stopping rooftop lounge and swimming pool. With 16,000 square feet of sophisticated meeting and event space, we create unforgettable experiences for our guests.
We are seeking an experienced, detail-oriented Guest Experience Manager to lead our front-of-house operations and ensure every guest interaction reflects the impeccable hospitality standards that define Santa Monica Proper Hotel. This role requires a passionate leader who can inspire a team to deliver seamless, personalized service and create the sophisticated guest experiences that set us apart in the luxury hospitality market.
Job Summary:
The Guest Experience Manager is responsible for overseeing and managing all aspects of the guest services department, ensuring that guests receive a seamless, exceptional, and personalized experience during their stay. This includes supervising front desk operations, managing guest requests, resolving complaints, and ensuring that all guest interactions align with the hotel’s high standards of service. The Guest Services Manager will work closely with other hotel departments, lead the guest services team, and ensure that the hotel consistently exceeds guest expectations.
Essential Job Duties and Responsibilities
Collect, analyze, and act upon guest feedback from surveys, online reviews, and comment cards to identify trends and areas for improvement.
Monitor and manage the hotel’s online reputation on platforms such as TripAdvisor, Yelp, and social media, responding in a timely and professional manner.
Create, implement, and enforce service standards and policies across all guest touchpoints (pre-arrival, in-house, post-stay).
Conduct regular service audits or inspections to ensure the highest standards of presentation, safety, and cleanliness.
Serve as the primary point of contact and ambassador for guests, especially VIPs or those with complex issues.
Proactively resolve all guest complaints and issues swiftly, effectively, and empathetically, demonstrating excellent service recovery skills.
Train and mentor employees across departments (Front Desk, Bell, Valet, Housekeeping, F&B, etc.) on exceptional customer service and hospitality skills.
Foster a culture of service excellence and empower team members to take ownership of guest satisfaction.
Develop and oversee programs for personalizing guest experiences and recognizing loyal customers.
Collaborate with sales and marketing teams on customer recognition and loyalty initiatives.
Ensure a seamless check-in/check-out process, assisting guests with special requirements or concerns.
Respond promptly and effectively to guest inquiries, ensuring all interactions are positive and aligned with the hotel’s service standards.
Anticipate guest needs and provide personalized services to enhance their experience, such as arranging special amenities, transportation, or concierge services.
Lead, train, and develop the guest services team to provide top‑notch service and hospitality.
Set clear performance goals, conduct regular performance evaluations, and provide ongoing feedback to staff.
Handle and resolve guest complaints or concerns, ensuring issues are addressed promptly and to the guest’s satisfaction.
Log all guest feedback and communicate it to management for continuous improvement.
Implement strategies to prevent recurring complaints, working proactively with staff and other departments.
Coordinate with other hotel departments (e.g., housekeeping, maintenance, food & beverage) to ensure guest needs are met promptly.
Ensure that guest services procedures are followed consistently and that team members comply with hotel policies and standards.
Develop and maintain guest services policies and procedures to ensure consistent service delivery.
Maintain communication with repeat guests and VIPs to ensure a memorable experience and encourage return visits.
Assist with guest billing inquiries and discrepancies, ensuring all charges are accurate and processed in a timely manner.
Maintain and update guest records, ensuring confidentiality and security of guest information.
Prepare daily reports on guest services activities, including feedback, room availability, and any issues that require follow‑up.
Education and/or Experience
Bachelor’s degree in Hospitality Management, Business Administration, or a related field preferred.
3+ years of experience in guest services, front desk operations, or a related role within the hospitality industry.
Previous leadership or supervisory experience is required.
Experience in a hotel or resort environment preferred.
Skills/Specialized Knowledge
Exceptional customer service skills, with the ability to handle difficult situations and resolve conflicts professionally.
Strong leadership, communication, and interpersonal skills.
Ability to multitask and prioritize in a fast‑paced environment.
Knowledge of hotel management software (e.g., Opera, Marriott, etc.) and office applications (Word, Excel, etc.).
Detail‑oriented with excellent organizational and problem‑solving skills.
Ability to remain calm under pressure and deliver results in challenging situations.
Physical Demands
Ability to stand and walk for extended periods of time.
Ability to lift and carry up to 25 pounds (e.g., luggage, guest belongings).
Ability to work in a fast‑paced environment, managing multiple tasks simultaneously.
Flexibility to work varying shifts, including evenings, weekends, and holidays as required.
Why Join Proper Hospitality At Proper, we build experiences that move people — and that begins with the team behind them. As a best‑in‑class employer, we’re committed to creating one of the Best Places to Work in hospitality by nurturing a culture where creativity, excellence, and humanity thrive together.
Everything we do is grounded in the belief that hospitality is more than a profession — it’s an opportunity to care for others and make lives better. Guided by the Pillars of Proper, we show up with warmth and authenticity (Care Proper), strive for excellence in everything we do (Achieve Proper), think creatively and resourcefully (Imagine Proper), and take pride in the style and culture that make us who we are (Present Proper).
We believe our people are our greatest strength, and we invest deeply in their wellbeing, growth, and sense of belonging. From comprehensive benefits to meaningful development programs, Proper is designed to help you build a career, and a life, that feels as inspiring as the experiences we create for our guests.
Our Commitment: Building the Best Place to Work Our Best Place to Work initiative is a living commitment — a continuous investment in our people, our culture, and our purpose. We listen, learn, and evolve together to create an environment where everyone feels empowered to imagine boldly, achieve confidently, care deeply, and present themselves authentically.
At Proper, joining the team means more than finding a job — it means joining a community that believes in building beautiful experiences together, for our guests and for one another.
#J-18808-Ljbffr