Job Description
San Francisco Proper Hotel is seeking a passionate 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.
Position Overview
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
Salary
- $75,000-80,000
Why Join Proper Hospitality
At Proper, we build experiences that move people — and that begins with the team behind them. As a best-in-class employer, we’re committed to creating one of the Best Places to Work in hospitality by nurturing a culture where creativity, excellence, and humanity thrive together.
Everything we do is grounded in the belief that hospitality is more than a profession - it’s an opportunity to care for others and make lives better. Guided by the Pillars of Proper, we show up with warmth and authenticity (Care Proper), strive for excellence in everything we do (Achieve Proper), think creatively and resourcefully (Imagine Proper), and take pride in the style and culture that make us who we are (Present Proper).
We believe our people are our greatest strength, and we invest deeply in their wellbeing, growth, and sense of belonging. From comprehensive benefits to meaningful development programs, Proper is designed to help you build a career, and a life, that feels as inspiring as the experiences we create for our guests.
Our Commitment: Building the Best Place to Work
Our Best Place to Work initiative is a living commitment — a continuous investment in our people, our culture, and our purpose. We listen, learn, and evolve together to create an environment where everyone feels empowered to imagine boldly, achieve confidently, care deeply, and present themselves authentically.
At Proper, joining the team means more than finding a job — it means joining a community that believes in building beautiful experiences together, for our guests and for one another.