Director of Guest Services
Proper Hospitality, Santa Monica, CA, United States
At Santa Monica Proper Hotel, luxury is defined through design, wellness, and a deep connection to place. The Director of Guest Experience is responsible for shaping a holistic guest journey that feels intuitive, elevated, and effortlessly personal—infused with the relaxed sophistication of the California coast and the distinctive design sensibility of Proper.
This role is a key member of the leadership team, driving a culture of anticipatory service, emotional connection, and refined, design-forward hospitality. The ideal candidate brings a passion for wellness, a strong aesthetic sensibility, and a deep understanding of modern luxury expectations rooted in lifestyle, balance, and meaningful experiences.
Key Responsibilities
Guest Experience Strategy & Leadership
Curate and execute a cohesive guest experience strategy aligned with the Santa Monica Proper brand, blending luxury, wellness, and design
Lead Guest Relations, Concierge, and Front Desk teams in delivering intuitive, highly personalized service
Partner with department leaders to ensure a seamless and elevated guest journey across all touchpoints
Concept and implement bespoke experiences, amenities, and offerings that reflect a coastal luxury lifestyle, including wellness, movement, and cultural programming
Service Excellence & Guest Satisfaction
Champion refined, detail-driven service standards that exceed luxury guest expectations
Personally oversee VIP, repeat, and high-profile guest experiences
Monitor and interpret guest feedback to continuously evolve the experience
Ensure all guest interactions are handled with warmth, discretion, and professionalism
Guest Engagement & Personalization
Build meaningful relationships with guests, fostering loyalty and long-term connection
Anticipate guest needs through preference tracking and thoughtful, design-driven touches
Oversee curated in-room amenities, wellness activations (fitness, mindfulness, spa), and experiential programming
Collaborate with Sales and Marketing to develop seasonal, design-forward, and wellness-oriented guest offerings
Team Leadership & Development
Inspire and develop a service-forward team grounded in empathy, creativity, and excellence
Provide coaching and mentorship focused on elevated service delivery and guest connection
Foster a collaborative, positive culture that reflects Proper’s values and aesthetic sensibility
Support talent growth and succession planning within the department
Cross-Functional Collaboration
Partner with Rooms, Housekeeping, Food & Beverage, Spa, and Wellness teams to ensure consistency and flow
Serve as the central leader for guest experience initiatives and service alignment
Ensure guest needs are seamlessly communicated and executed across departments
Problem Resolution & Service Recovery
Address guest concerns with grace, empathy, and urgency
Lead thoughtful service recovery efforts that transform challenges into memorable moments
Identify trends and proactively refine processes to prevent future issues
Reporting & Continuous Improvement
Analyze guest satisfaction data and behavioral insights
Present performance trends and recommendations to senior leadership
Continuously refine service strategies in alignment with evolving luxury and wellness trends
Qualifications
5–7+ years of hospitality experience, including 3–5 years in a leadership role
Required: Experience in a luxury hotel or resort environment
Strong background in guest-facing operations (Front Desk, Concierge, etc.)
Exceptional leadership presence with a polished and service-oriented approach
Strong emotional intelligence and ability to connect authentically with guests and team members
Advanced problem-solving and decision-making skills
Strong command of hotel systems and digital tools
Education:
Bachelor’s degree in Hospitality, Business, or related field preferred
Physical Requirements
Ability to stand and walk for extended periods throughout the property
Ability to lift or move up to 25 pounds
Frequent movement between indoor and outdoor spaces in a dynamic hotel environment
Ability to use computers and standard office systems
Work Environment
This role operates in a fast-paced, design-forward luxury hotel environment with a strong emphasis on wellness and lifestyle experiences. Schedule flexibility is required, including evenings, weekends, and holidays.
Why Join Santa Monica Proper Hotel
Santa Monica Proper Hotel blends luxury hospitality with wellness, design, and a deep sense of place. As part of Proper Hospitality, we are committed to creating experiences that inspire and connect—both for our guests and our team.
Guided by our pillars -Care Proper, Achieve Proper, Imagine Proper, and Present Proper - we cultivate a culture where creativity, individuality, and excellence thrive. Here, hospitality is not just a service—it is an art form rooted in authenticity, style, and meaningful human connection.
Equal Opportunity Employer
Proper Hospitality is an equal opportunity employer committed to inclusive hiring practices.
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.
This role is a key member of the leadership team, driving a culture of anticipatory service, emotional connection, and refined, design-forward hospitality. The ideal candidate brings a passion for wellness, a strong aesthetic sensibility, and a deep understanding of modern luxury expectations rooted in lifestyle, balance, and meaningful experiences.
Key Responsibilities
Guest Experience Strategy & Leadership
Curate and execute a cohesive guest experience strategy aligned with the Santa Monica Proper brand, blending luxury, wellness, and design
Lead Guest Relations, Concierge, and Front Desk teams in delivering intuitive, highly personalized service
Partner with department leaders to ensure a seamless and elevated guest journey across all touchpoints
Concept and implement bespoke experiences, amenities, and offerings that reflect a coastal luxury lifestyle, including wellness, movement, and cultural programming
Service Excellence & Guest Satisfaction
Champion refined, detail-driven service standards that exceed luxury guest expectations
Personally oversee VIP, repeat, and high-profile guest experiences
Monitor and interpret guest feedback to continuously evolve the experience
Ensure all guest interactions are handled with warmth, discretion, and professionalism
Guest Engagement & Personalization
Build meaningful relationships with guests, fostering loyalty and long-term connection
Anticipate guest needs through preference tracking and thoughtful, design-driven touches
Oversee curated in-room amenities, wellness activations (fitness, mindfulness, spa), and experiential programming
Collaborate with Sales and Marketing to develop seasonal, design-forward, and wellness-oriented guest offerings
Team Leadership & Development
Inspire and develop a service-forward team grounded in empathy, creativity, and excellence
Provide coaching and mentorship focused on elevated service delivery and guest connection
Foster a collaborative, positive culture that reflects Proper’s values and aesthetic sensibility
Support talent growth and succession planning within the department
Cross-Functional Collaboration
Partner with Rooms, Housekeeping, Food & Beverage, Spa, and Wellness teams to ensure consistency and flow
Serve as the central leader for guest experience initiatives and service alignment
Ensure guest needs are seamlessly communicated and executed across departments
Problem Resolution & Service Recovery
Address guest concerns with grace, empathy, and urgency
Lead thoughtful service recovery efforts that transform challenges into memorable moments
Identify trends and proactively refine processes to prevent future issues
Reporting & Continuous Improvement
Analyze guest satisfaction data and behavioral insights
Present performance trends and recommendations to senior leadership
Continuously refine service strategies in alignment with evolving luxury and wellness trends
Qualifications
5–7+ years of hospitality experience, including 3–5 years in a leadership role
Required: Experience in a luxury hotel or resort environment
Strong background in guest-facing operations (Front Desk, Concierge, etc.)
Exceptional leadership presence with a polished and service-oriented approach
Strong emotional intelligence and ability to connect authentically with guests and team members
Advanced problem-solving and decision-making skills
Strong command of hotel systems and digital tools
Education:
Bachelor’s degree in Hospitality, Business, or related field preferred
Physical Requirements
Ability to stand and walk for extended periods throughout the property
Ability to lift or move up to 25 pounds
Frequent movement between indoor and outdoor spaces in a dynamic hotel environment
Ability to use computers and standard office systems
Work Environment
This role operates in a fast-paced, design-forward luxury hotel environment with a strong emphasis on wellness and lifestyle experiences. Schedule flexibility is required, including evenings, weekends, and holidays.
Why Join Santa Monica Proper Hotel
Santa Monica Proper Hotel blends luxury hospitality with wellness, design, and a deep sense of place. As part of Proper Hospitality, we are committed to creating experiences that inspire and connect—both for our guests and our team.
Guided by our pillars -Care Proper, Achieve Proper, Imagine Proper, and Present Proper - we cultivate a culture where creativity, individuality, and excellence thrive. Here, hospitality is not just a service—it is an art form rooted in authenticity, style, and meaningful human connection.
Equal Opportunity Employer
Proper Hospitality is an equal opportunity employer committed to inclusive hiring practices.
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.