Assistant Guest Services Manager

Proper Hospitality; Santa Monica, Northern (CA, KY); Hybrid; USD 70,000 - 72,000; Full time

Job summary

Proper Hospitality is a dynamic hotel company seeking an experienced Front Office/Guest Services leader in Santa Monica. The role focuses on guest experience management, handling check-ins/outs, and delivering high-level service aligned with luxury standards.

You will supervise the front desk and bell staff, coordinate with housekeeping and other departments, and drive a culture of professionalism and guest satisfaction in a fast-paced environment.

Qualifications

• Bachelor's degree in Hospitality Management or related field preferred.
• Three or more years of experience in guest services, front desk operations, or related hospitality role; leadership experience required.
• Experience in a hotel or resort environment preferred.

Responsibilities

• Oversee guest relations operations, ensuring requests are met courteously and professionally.
• Assist in check-in/check-out and handle special requests.
• Respond to guest inquiries promptly, aligning with service standards.
• Lead and develop guest services teams to deliver polished hospitality.
• Coordinate with housekeeping and other departments to meet guest needs.
• Handle guest billing inquiries and maintain guest records.
• Document feedback and communicate recovery actions to leadership.

Skills

Leadership

Communication

Customer service

Interpersonal skills

Education

Bachelor's degree in Hospitality Management

Tools

Hotel property-management software

Microsoft Office

Job description

• Pay or shift range: $70,304 USD to $72,000 USD
  The estimated range is the budgeted amount for this position. Final offers are based on various factors, including skill set, experience, location, qualifications and other job-related reasons.

Description

Essential Job Duties and Responsibilities

• Guest Experience Management:
  • Oversee guest relations operations, ensuring guest requests and needs are met efficiently, courteously, and professionally.
  • Support a seamless check-in and check-out experience, assisting guests with special requirements, concerns, and service recovery as needed.
  • Respond promptly and effectively to guest inquiries, ensuring each interaction is positive and aligned with the hotel's service standards.
  • Anticipate guest needs and arrange personalized services, amenities, transportation, and concierge support to enhance the guest experience..
• Front Office Operations & Supervision:
  • Serve as the MOD and primary point of contact for all hotel operations when required
  • Assist in overseeing the daily operations of the Front Desk and Bell Luggage Attendants, ensuring smooth check-in/check-out processes and providing excellent guest service.
  • Supervise and support Front Desk Agents and other guest service staff, ensuring they adhere to hotel policies, procedures, and service standards.
  • Handle guest check-ins and check-outs in a timely and efficient manner, addressing any special requests, inquiries, or issues.
  • Ensure all guest interactions are positive and professional, addressing concerns or complaints promptly and effectively.
  • Assist in managing room assignments, coordinating with housekeeping to ensure rooms are ready for arrivals.
• Team Leadership and Development:
  • Lead, train, coach, and develop the guest services and Bell Luggage teams to deliver attentive, polished, and thoughtful hospitality.
  • Set clear expectations, provide ongoing feedback, and support performance conversations and evaluations in partnership with hotel leadership.
  • Foster a culture of excellence, teamwork, accountability, and professionalism across the guest services team.
  • Support scheduling, shift coverage, and daily assignments to ensure appropriate service levels and operational continuity.
• Handle and resolve guest complaints and concerns promptly, thoughtfully, and in a manner that supports guest satisfaction and loyalty.
• Document and communicate guest feedback, service issues, and recovery actions to leadership and relevant departments.
• Identify recurring concerns and partner proactively with teams across the hotel to address service gaps and prevent repeat issues.
• Operational Efficiency and Coordination:
  • Coordinate with Housekeeping, Engineering, Food and Beverage, Security, and other departments to ensure guest needs are met promptly and accurately.
  • Monitor departmental workflow and service execution to support efficient operations and high levels of guest satisfaction.
  • Ensure guest services procedures are followed consistently and team members comply with hotel policies, standards, and applicable procedures.
• Guest Services Standards and Procedures:
  • Support the development, maintenance, and implementation of guest services policies and procedures that promote consistent service delivery.
  • Ensure the team follows service standards for greeting guests, managing reservations, handling special requests, and communicating with other departments.
  • Review guest service procedures regularly and recommend updates that reflect guest expectations, operational needs, and luxury hospitality best practices.
• Guest Communication and Relationships:
  • Build strong guest relationships through personalized service and attentive follow-through.
  • Maintain communication with repeat guests and VIPs to help create memorable stays and encourage return visits.
  • Ensure guest preferences and special requests are accurately recorded and communicated to relevant departments.
• Billing and Administrative Duties:
  • Assist with guest billing inquiries and discrepancies, ensuring charges are accurate and resolved in a timely manner.
  • Maintain and update guest records while protecting the confidentiality and security of guest information.
  • Prepare or support daily reports related to guest services activity, guest feedback, room availability, and outstanding follow-up items.

Education and/or Experience

• Bachelor's degree in Hospitality Management, Business Administration, or a related field preferred.
• Three or more years of experience in guest services, front desk operations, or a related hospitality
  role.Previous leadership or supervisory experience required.
• Experience in a hotel or resort environment preferred.

Skills/Specialized Knowledge

• Exceptional customer service skills, including the ability to handle difficult situations and resolve conflicts professionally.
• Strong leadership, communication, and interpersonal skills.
• Ability to multitask and prioritize effectively in a fast-paced environment.
• Knowledge of hotel property-management software and Microsoft Office applications.
• Detail-oriented with strong organizational and problem-solving skills.
• Ability to remain calm under pressure and deliver results in challenging situations.

Physical Demands

• Ability to stand and walk for extended periods of time.
• Ability to lift and carry up to 25 pounds, including luggage and guest belongings.
• Ability to work in a fast-paced environment while managing multiple tasks simultaneously.
• Flexibility to work varying shifts, including evenings, weekends, and holidays, as required.

Company Overview
Proper Hospitality is made up of a diverse group of passionate individuals who share a common love for hotels and the art of hospitality. Our philosophy is simple: There is a right way to do things and anything less just isn't proper. We are seeking out the best of the best from inside and outside of the industry to work alongside us as we grow a new kind of lifestyle hospitality company inspired by a centuries-old tradition. The work is challenging and fast-paced but rewarding above all.

Proper Hospitality provides equal employment opportunities to all employees and applicants for employment without regard to race, color, religion, sex, national origin, age, disability, gender, gender identity or expression, genetics, or any other federal/state protected category.

Proper Hospitality will consider qualified applicants with criminal histories in a manner consistent with local Fair Chance Hiring Ordinances.

Equal Opportunity Employer
This employer is required to notify all applicants of their rights pursuant to federal employment laws.For further information, please review the Know Your Rights notice from the Department of Labor.