Guest Services Coordinator

Duties/Responsibilities

• Efficiently manage administrative functions related to guest relations
• Assist with coordinating concierge bookings, including restaurant reservations, transportation arrangements, recovery suite appointments and spa bookings
• Assist with special requests from guests and ensure they are handled with attention to detail and efficiency
• Update and maintain guest profiles, including identifying special occasions, preferences, and estimated times of arrival (ETAs)
• Proactively identify Friends of Proper (FOP) guests and coordinate pre-arrival communications and special arrangements
• Create daily Amenity Requisition Sheets and FOP Sheets to support operational needs
• Assist with managing requests for paid amenities and ensure accurate billing and guest satisfaction
• Email Amenity Requisition Sheet, FOP document and Morning meeting presentation on a regular daily basis.
• Assist with the management and preparation of welcome notes to accompany amenities
• Set HMS Meet & Greet and Farewell traces on a regular daily basis
• Send pre arrival emails to FOPs
• Respond promptly to guest inquiries and requests via phone, email, and in person
• Coordinate special arrangements including amenities, celebrations, and FOP requests
• Serve as a knowledgeable resource on hotel facilities, local attractions, and events
• Collaborate with all departments to fulfill guest requests and resolve concerns
• Document and follow up on guest feedback to ensure satisfaction
• Support loyalty program initiatives and guest recognition efforts

Qualification Standards

Education and Experience

• High school diploma or equivalent required; hospitality-related education preferred
• 1+ year of customer service experience, preferably in hospitality and luxury hotels
• Excellent verbal and written communication skills
• Proficiency with hotel management software and point-of-sale systems
• Ability to multitask in a fast-paced environment while maintaining attention to detail
• Flexible schedule including weekends, holidays, and occasional evening shifts
• Professional appearance and positive, solution-oriented attitude

Skills

Outstanding written, verbal and social communication skills

Ability to work independently, without daily direction

A passion for hospitality

Ability to anticipate guest needs while maintaining the hotels standards of excellence.

Attention to detail

Physical Demands

• Standing for extended periods (up to 8 hours per shift)
• Occasional lifting and carrying up to 20 pounds

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, fast-paced, and 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.

Santa Monica Proper Hotel

Santa Monica Proper marries the elevated design of Kelly Wearstler with a 1920's landmark building and new contemporary architecture. There are 267 guest rooms and suites, many with terraces, embody the relaxed sophistication of the California lifestyle, with interiors inspired by the colors and textures of the neighboring coastline. Take in the panoramic views from the only rooftop pool deck in Santa Monica, choose from multiple dining options, indulge in a treatment in the first ever Surya Ayurvedic Hotel Spa, or take advantage of over 24,000 square feet of high design meeting and event spaces. Anything less just wouldn't be Proper!