Director of Front Office

Santa Monica Proper Hotel is seeking a highly motivated Director of Front Office to ensure exceptional guest satisfaction and the efficient operation of the Front Office department. This role requires strong leadership skills and a commitment to delivering outstanding service.

A seamless merger of historic retrofit and new construction, our 267-room hotel features interior design by international style icon Kelly Wearstler, multiple dining options by local area culinary stars, a rooftop lounge and swimming pool, and 24,000 square feet of meeting and event space.

Duties

• Lead, motivate, and influence team members through effective communication and interpersonal skills
• Serve as a role model for the Front Office department, demonstrating honesty, integrity, and professionalism
• Foster positive working relationships with all hotel departments to enhance overall guest experience
• Continuously strive to improve guest and team member satisfaction
• Evaluate team performance, providing positive feedback and implementing disciplinary action when necessary
• Embrace and promote the hotel's ethos, reflecting core values of connection, innovation, and excellence
• Greet guests with warmth and professionalism, ensuring a welcoming atmosphere at the front desk
• Communicate effectively with guests, colleagues, and other departments, both verbally and in writing
• Maintain confidentiality of guest information and adhere to privacy regulations
• Address and resolve guest concerns promptly and efficiently
• Promote hotel services, amenities, and upgrades to enhance guest experiences and maximize revenue
• Provide training to the team on identifying upselling opportunities and implementing effective sales strategies
• Empower team members to resolve guest issues and escalate when necessary
• Conduct Forbes training sessions focusing on attention to detail and anticipatory service
• Ensure completion of all daily tasks, both in the morning and evening shifts
• Coordinate with valet operations to ensure professional and courteous guest greetings
• Adhere to all departmental policies, service procedures, and standards
• Manage department expenses to meet or exceed budgeted financial goals
• Make sound financial decisions in line with organizational objectives
• Assist the Director of Rooms with special projects as needed
• Attend mandatory hotel meetings in the absence of the Director of Rooms

Qualifications

• Preferred college degree or certification in hospitality
• Previous experience in a similar role within a luxury hotel or upscale establishment
• Excellent interpersonal and communication skills in English; knowledge of additional languages is advantageous
• Strong problem-solving abilities and ability to remain calm under pressure
• Exceptional organizational skills with keen attention to detail
• Professional appearance and demeanor, demonstrating integrity and discretion
• Flexibility to work all shifts, including evenings, weekends, and holidays
• Must be at least 18 years old and authorized to work in the United States

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.