Matthew Hamilton Ross
Guest Experience Manager @Proper Hospitality
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WORK HISTORY
Guest Experience Manager @Proper Hospitality
Santa Monica, CA, US
Manager of the Quarter (Q4 2024) and nominated in Q2 and Q3 2025 • Oversee the full guest journey for a 267-room luxury property, delivering thoughtful, high-touch service from pre-arrival through departure and ensuring exceptional experiences for VIPs, special occasions, and curated itineraries.• Lead the Guest Experience and Concierge teams, supervising and coaching colleagues, refining procedures, and fostering a culture of anticipatory hospitality.• Coordinate daily operations and collaborate with senior leadership and multiple departments to ensure seamless communication and service, acting as department head in the Director’s absence to maintain operational excellence.• Organize wellness and lifestyle programming—including spa, fitness, and bespoke amenities—driving ~45% monthly revenue growth in bookable experiences and supporting membership initiatives.• Evaluate and refine operating procedures while utilizing guest preference data and feedback systems to personalize engagement, contributing to a 23% year-over-year increase in Net Promoter Score.
EDUCATION
UC Santa Barbara
Bachelor of Arts - BA, Major: Political Science (International Relations)
International Baccalaureate
International Baccalaureate Diploma
ABOUT MATTHEW HAMILTON ROSS
As Guest Experience Manager at Santa Monica Proper Hotel, I oversee the guest journey…
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