Guest Experience Manager

Proper Hospitality LLC•San Francisco, CA

About The Position

San Francisco Proper Hotel is seeking a Guest Experience Manager to elevate the guest journey through thoughtful service, proactive planning, and strong on-property leadership. Housed in a historic flatiron building in the heart of Mid-Market, San Francisco Proper offers a fresh interpretation of the urban hotel experience through timeless design, intuitive service, and meticulous attention to detail. Our 131 guest rooms are seamlessly layered among vibrant dining venues and dynamic public spaces, creating a truly immersive stay. The Guest Experience Manager works closely with the Front Office team to ensure seamless daily operations, with a focus on VIP and group preparation, service recovery, and brand consistency. This role serves as Manager on Duty as needed and supports the Director of Front Office in driving operational excellence, guest satisfaction, and consistent brand execution. The position collaborates closely with Food & Beverage, Housekeeping, and Sales to ensure a cohesive, elevated guest experience across all touchpoints.

Requirements

Prior experience in luxury or lifestyle hospitality preferred
Minimum of two to three years of supervisory or management experience
Strong organizational, planning, and problem-solving skills
Excellent written and verbal communication skills
Ability to lead calmly and confidently in a fast-paced environment
Open availability, including weekdays, weekends, and holidays

Responsibilities

Serve as Manager on Duty, providing visible leadership and support during hotel operations
Support the Director of Front Office in maintaining operational excellence, guest satisfaction, and brand consistency across the Front Office and guest experience touchpoints
Collaborate with Food & Beverage, Housekeeping, and Sales teams to ensure seamless coordination for VIPs, group arrivals, special requests, and service recovery
Oversee and support guest arrivals and departures to ensure a smooth and welcoming experience
Address guest needs, requests, and concerns in a timely, professional, and friendly manner
Proactively manage service recovery through in-person interactions, Marriott GXP cases, emails, and guest feedback platforms
Prepare for upcoming VIP and group arrivals, ensuring rooms, amenities, routing, and notes are accurately assigned and clearly communicated to all relevant departments
Prepare and distribute daily VIP memos, sharing pertinent information with Front Desk and operational teams
Conduct Proper Checks to ensure service standards, cleanliness, and brand presentation are consistently upheld across departments
Support Front Desk operations during peak periods as needed
Ensure timely and thoughtful responses to guest communications via Expedia, Booking.com, Revinate, and other platforms
Assist with training, coaching, and development of Front Office team members
Reinforce standard operating procedures and contribute to ongoing process improvements
Ensure timecards and schedules are accurate and properly maintained in UKG
Complete detailed shift notes and ensure clear handover communication