Job Overview
Employment Type
Full-time
Compensation
Type:
Salary
Rate:
Range $70,304.00 - $75,000.00
Work Schedule
Flexible
Weekend Shifts
Benefits
Health Insurance
Dental Insurance
Paid Time Off
Retirement Plan
Employee Discounts
Professional development opportunities
flexible scheduling
Job Description
Santa Monica Proper Hotel is an iconic boutique luxury hotel located in the heart of Santa Monica, renowned for seamlessly blending historic charm with contemporary glamour. The hotel showcases a unique fusion of historic retrofit and new construction across its 267 elegantly designed rooms. With interiors created by internationally acclaimed style icon Kelly Wearstler, the property defines sophistication and aesthetics in hospitality design. Guests enjoy tantalizing dining options curated by local culinary masters, a striking rooftop lounge, and a swimming pool that presents breathtaking views. The hotel also features 16,000 square feet of premium meeting and event space, creating memorable... Show More
Job Requirements
- Bachelor's degree in hospitality management, business administration, or related field preferred
- Minimum 3 years of experience in guest services, front desk operations, or related hospitality role
- Prior leadership or supervisory experience required
- Experience in hotel or resort environment preferred
- Ability to handle difficult situations professionally
- Excellent communication and interpersonal skills
- Strong multitasking and prioritization abilities
- Proficient in hotel management software and office applications
- Detail-oriented with problem-solving capability
- Ability to work under pressure
- Physical ability to stand and walk for extended periods
- Ability to lift and carry up to 25 pounds
- Flexibility to work varying shifts including evenings, weekends, and holidays
Job Qualifications
- Bachelor's degree in Hospitality Management, Business Administration, or related field preferred
- 3+ years experience in guest services or front desk operations in hospitality
- Previous leadership or supervisory experience required
- Experience in a hotel or resort environment preferred
- Exceptional customer service skills
- Strong leadership, communication, and interpersonal skills
- Ability to multitask and prioritize in a fast-paced environment
- Knowledge of hotel management software such as Opera or Marriott
- Proficient with office applications like Word and Excel
- Detail-oriented with excellent organizational and problem-solving skills
- Ability to remain calm under pressure and deliver results
Job Duties
- Develop and implement strategies to collect, analyze, and act upon guest feedback
- Monitor and manage the establishment's reputation by timely and professional responses
- Create, implement, and enforce service standards and policies
- Conduct regular service audits or inspections
- Serve as a primary point of contact and ambassador for guests
- Resolve guest complaints swiftly and effectively
- Train and mentor employees on exceptional customer service
- Foster a culture of service excellence and empowerment
- Develop and oversee programs for personalizing guest experiences
- Collaborate with sales and marketing on loyalty initiatives
- Oversee guest services operations ensuring efficiency and professionalism
- Ensure seamless check-in/check-out processes
- Respond promptly to guest inquiries
- Anticipate guest needs and provide personalized services
- Lead, train, and develop the guest services team
- Set performance goals and conduct evaluations
- Handle and resolve guest complaints
- Implement strategies to prevent recurring complaints
- Coordinate with other hotel departments
- Monitor and maintain department workflow
- Develop and maintain policies and procedures
- Build strong guest relationships
- Assist with billing inquiries
- Maintain guest records confidentiality
- Prepare daily reports on guest services activities
Job Qualifications
Experience
Mid Level (3-7 years)
Job Location
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