Job Overview
Employment Type
Full-time
Compensation
Type:
Salary
Rate:
Exact $80,000.00
Work Schedule
Flexible
Day Shifts
Weekend Shifts
Benefits
Health Insurance
Dental Insurance
Paid Time Off
Retirement Plan
Employee Discounts
Professional development opportunities
Flexible Schedule
Job Description
Santa Monica Proper Hotel is a distinguished boutique hotel located in the vibrant heart of Santa Monica, where historic charm beautifully intersects with contemporary luxury. This iconic property features 267 elegantly appointed rooms that reflect a seamless blend of historic retrofit and new construction. The hotel’s interior design is crafted by renowned international style icon Kelly Wearstler, delivering an environment that is both sophisticated and inviting. Guests at Santa Monica Proper enjoy an array of tantalizing dining options curated by local culinary stars and a spectacular rooftop lounge complete with a swimming pool, offering breathtaking views and a unique social... Show More
Job Requirements
- bachelor's degree in hospitality management business administration or related field preferred
- 3+ years of experience in guest services front desk operations or related hospitality role
- previous leadership or supervisory experience required
- experience in a hotel or resort environment preferred
- ability to stand and walk for extended periods of time
- ability to lift and carry up to 25 pounds such as luggage or guest belongings
- flexibility to work varying shifts including evenings weekends and holidays
- strong leadership communication and interpersonal skills
- exceptional customer service skills
- ability to multitask and prioritize in a fast-paced environment
- knowledge of hotel management software such as Opera Marriott and office applications like Word Excel
- detail-oriented with excellent organizational and problem-solving skills
- ability to remain calm under pressure and deliver results in challenging situations
Job Qualifications
- bachelor's degree in hospitality management business administration or related field preferred
- 3+ years of experience in guest services front desk operations or related hospitality role
- previous leadership or supervisory experience required
- experience in a hotel or resort environment preferred
- exceptional customer service skills with 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 such as Opera Marriott and office applications like Word Excel
- detail-oriented with excellent organizational and problem-solving skills
- ability to remain calm under pressure and deliver results in challenging situations
Job Duties
- oversee and manage guest services operations ensuring all guest requests and needs are met with efficiency courtesy and professionalism
- 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 service standards
- anticipate guest needs and provide personalized services 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
- foster a culture of excellence teamwork and professionalism ensuring the team is motivated well-trained and aligned with hotel objectives
- handle and resolve guest complaints ensuring issues are addressed promptly and to guest satisfaction
- log and communicate all guest feedback to management for continuous improvement
- implement strategies for preventing recurring guest complaints working proactively with staff and other departments
- coordinate with other hotel departments such as housekeeping maintenance food and beverage to ensure guest needs are met and services delivered promptly
- monitor and maintain department workflow to ensure efficient operations and high guest satisfaction
- ensure guest services procedures are followed consistently and team members comply with hotel policies and standards
- develop and maintain guest services policies and procedures to ensure consistent service delivery
- regularly review and update guest services procedures to align with evolving guest expectations and industry trends
- build strong relationships with guests by providing personalized service and exceeding expectations
- maintain communication with repeat guests and VIPs to ensure memorable experiences and encourage return visits
- assist with guest billing inquiries ensuring charges are accurate and processed timely
- maintain and update guest records ensuring confidentiality and security of information
- prepare daily reports on guest services activities including feedback room availability and follow-up issues
Job Qualifications
Experience
Mid Level (3-7 years)
Job Location
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