Guest Experience Manager

Proper Hospitality LLC•Santa Monica, CA

About The Position

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.

Requirements

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.
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.
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.

Nice To Haves

Experience in a hotel or resort environment preferred.

Responsibilities

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.
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 Dir 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.
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.
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.
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.
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.