Assistant Guest Services Manager

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 currently seeking a passionate hospitality professional to join our award-winning team as an Assistant Guest Services Manager. This role combines operational expertise with leadership skills to deliver exceptional guest experiences across all touchpoints. If you have a dedication to excellence, we'd love to meet you.

The Assistant Guest Services 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 Santa Monica Proper's high standards of service. The Assistant Guest Services Manager will work closely with other hotel departments to ensure that the hotel consistently exceeds guest expectations.

• 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…