Proper Hospitality
Join the iconic Santa Monica Proper Hotel, where historic charm meets contemporary luxury in the heart of Santa Monica. 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. 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.
Position Overview 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 Santa Monica Proper'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.
Feedback & Insight
Develop and implement strategies to collect, analyze, and act upon guest feedback (surveys, online reviews, comment cards) to identify trends and areas for improvement
Monitor and manage the establishment's reputation (e.g., Glitches, TripAdvisor, Yelp, social media) by timely and professional responses
Service Excellence & Standardization
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
Together with the Director of Guest Experience, serve as a 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 to turn negative experiences into positive ones
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
Guest Experience Management
Oversee and manage guest services operations, ensuring that all guest requests and needs are met with efficiency, courtesy, and professionalism
Ensure a seamless check-in/check-out process, assisting guests with any special requirements or concerns
Respond promptly and effectively to guest inquiries, ensuring that 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 for 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
Foster a culture of excellence, teamwork, and professionalism, ensuring that the guest services team is motivated, well-trained, and aligned with hotel objectives
Handle and resolve guest complaints or concerns, ensuring that issues are addressed promptly and to the guest's satisfaction
Ensure that all guest feedback, whether positive or negative, is logged and communicated to management for continuous improvement
Implement strategies for preventing recurring guest complaints, working proactively with staff and other departments to address service gaps
Operational Efficiency & Coordination
Coordinate with other hotel departments (e.g., housekeeping, maintenance, food & beverage) to ensure that guest needs are met and services are delivered promptly
Monitor and maintain the department's workflow to ensure efficient operations and high levels of guest satisfaction
Ensure that guest services procedures are being followed consistently and that team members are complying with hotel policies and standards
Guest Services Standards & Procedures
Develop and maintain guest services policies and procedures to ensure consistent service delivery
Ensure that the guest services team adheres to all service standards, including greeting guests, handling reservations, and managing special requests
Regularly review and update guest services procedures to keep them aligned with evolving guest expectations and industry trends
Guest Communication & Relationships
Build strong relationships with guests by providing personalized service and consistently exceeding expectations
Maintain communication with repeat guests and VIPs to ensure a memorable experience and encourage return visits
Ensure that all guest preferences and special requests are recorded and communicated to relevant departments
Assist with guest billing inquiries and discrepancies, ensuring that 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 guest 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
$70,304-75,000
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.
Seniority level Mid-Senior level
Employment type Full-time
Job function Management and Manufacturing
Industries Hospitality
#J-18808-Ljbffr
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. 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.
Position Overview 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 Santa Monica Proper'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.
Feedback & Insight
Develop and implement strategies to collect, analyze, and act upon guest feedback (surveys, online reviews, comment cards) to identify trends and areas for improvement
Monitor and manage the establishment's reputation (e.g., Glitches, TripAdvisor, Yelp, social media) by timely and professional responses
Service Excellence & Standardization
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
Together with the Director of Guest Experience, serve as a 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 to turn negative experiences into positive ones
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
Guest Experience Management
Oversee and manage guest services operations, ensuring that all guest requests and needs are met with efficiency, courtesy, and professionalism
Ensure a seamless check-in/check-out process, assisting guests with any special requirements or concerns
Respond promptly and effectively to guest inquiries, ensuring that 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 for 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
Foster a culture of excellence, teamwork, and professionalism, ensuring that the guest services team is motivated, well-trained, and aligned with hotel objectives
Handle and resolve guest complaints or concerns, ensuring that issues are addressed promptly and to the guest's satisfaction
Ensure that all guest feedback, whether positive or negative, is logged and communicated to management for continuous improvement
Implement strategies for preventing recurring guest complaints, working proactively with staff and other departments to address service gaps
Operational Efficiency & Coordination
Coordinate with other hotel departments (e.g., housekeeping, maintenance, food & beverage) to ensure that guest needs are met and services are delivered promptly
Monitor and maintain the department's workflow to ensure efficient operations and high levels of guest satisfaction
Ensure that guest services procedures are being followed consistently and that team members are complying with hotel policies and standards
Guest Services Standards & Procedures
Develop and maintain guest services policies and procedures to ensure consistent service delivery
Ensure that the guest services team adheres to all service standards, including greeting guests, handling reservations, and managing special requests
Regularly review and update guest services procedures to keep them aligned with evolving guest expectations and industry trends
Guest Communication & Relationships
Build strong relationships with guests by providing personalized service and consistently exceeding expectations
Maintain communication with repeat guests and VIPs to ensure a memorable experience and encourage return visits
Ensure that all guest preferences and special requests are recorded and communicated to relevant departments
Assist with guest billing inquiries and discrepancies, ensuring that 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 guest 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
$70,304-75,000
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.
Seniority level Mid-Senior level
Employment type Full-time
Job function Management and Manufacturing
Industries Hospitality
#J-18808-Ljbffr