Guest Experience Manager

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Full Time Santa Monica, CA, US

6 days ago Requisition

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.

• 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 Trip Advisor, 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…