Guest Experience Manager

San Francisco Proper Hotel

San Francisco Proper Hotel is seeking a Guest Experience Manager to elevate the guest journey through thoughtful service, proactive planning, and strong on-property leadership. Housed in a historic flatiron building in the heart of Mid-Market, San Francisco Proper offers a fresh interpretation of the urban hotel experience through timeless design, intuitive service, and meticulous attention to detail. Our 131 guest rooms are seamlessly layered among vibrant dining venues and dynamic public spaces, creating a truly immersive stay.

The Guest Experience Manager works closely with the Front Office team to ensure seamless daily operations, with a focus on VIP and group preparation, service recovery, and brand consistency. This role serves as Manager on Duty as needed and supports the Director of Front Office in driving operational excellence, guest satisfaction, and consistent brand execution. The position collaborates closely with Food & Beverage, Housekeeping, and Sales to ensure a cohesive, elevated guest experience across all touchpoints.

Key Responsibilities

• Serve as Manager on Duty, providing visible leadership and support during hotel operations
• Support the Director of Front Office in maintaining operational excellence, guest satisfaction, and brand consistency across the Front Office and guest experience touchpoints
• Collaborate with Food & Beverage, Housekeeping, and Sales teams to ensure seamless coordination for VIPs, group arrivals, special requests, and service recovery
• Oversee and support guest arrivals and departures to ensure a smooth and welcoming experience
• Address guest needs, requests, and concerns in a timely, professional, and friendly manner
• Proactively manage service recovery through in-person interactions, Marriott GXP cases, emails, and guest feedback platforms
• Prepare for upcoming VIP and group arrivals, ensuring rooms, amenities, routing, and notes are accurately assigned and clearly communicated to all relevant departments
• Prepare and distribute daily VIP memos, sharing pertinent information with Front Desk and operational teams
• Conduct Proper Checks to ensure service standards, cleanliness, and brand presentation are consistently upheld across departments
• Support Front Desk operations during peak periods as needed
• Ensure timely and thoughtful responses to guest communications via Expedia, Booking.com, Revinate, and other platforms
• Assist with training, coaching, and development of Front Office team members
• Reinforce standard operating procedures and contribute to ongoing process improvements
• Ensure timecards and schedules are accurate and properly maintained in UKG
• Complete detailed shift notes and ensure clear handover communication

Qualifications

• Prior experience in luxury or lifestyle hospitality preferred
• Minimum of two to three years of supervisory or management experience
• Strong organizational, planning, and problem-solving skills
• Excellent written and verbal communication skills
• Ability to lead calmly and confidently in a fast-paced environment
• Open availability, including weekdays, weekends, and holidays

Company Overview

Proper Hospitality is a collective of passionate individuals who believe there is a right way to do things—and anything less simply is not proper. Inspired by a centuries-old tradition of hospitality, we are building a modern lifestyle hospitality company rooted in intentional design, intuitive service, and elevated experiences. Our work is fast-paced, collaborative, and deeply rewarding.

Proper Hospitality is an equal opportunity employer. In accordance with the San Francisco Fair Chance Ordinance, qualified applicants with arrest and conviction records will be considered.