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L'Ermitage Beverly Hills Logo L'Ermitage Beverly Hills · Hospitality and Tourism

Guest Services Manager

United States, Austin · Job Posted May 29, 2026
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Job Description

The ideal candidate is a hospitality leader who thrives in luxury environments, embraces wellness-centered hospitality, and believes that the smallest details often create the most meaningful moments.

Job Responsibility

  • Lead daily Guest Services operations to ensure a seamless, elevated guest experience throughout the resort
  • Create meaningful guest connections through personalized service, anticipation of needs, and genuine hospitality
  • Oversee arrivals, departures, VIP guests, special occasions, wellness itineraries, and customized guest requests
  • Ensure all guest interactions reflect the resort’s luxury and wellness-focused service philosophy
  • Actively engage with guests throughout the property to build relationships and create memorable moments
  • Respond to guest concerns and service recovery opportunities with professionalism, empathy, and urgency
  • Inspire, coach, and develop a high-performing Guest Services team committed to excellence
  • Foster a culture of kindness, accountability, collaboration, and intuitive hospitality
  • Lead training efforts focused on luxury service standards, wellness hospitality, and guest engagement
  • Support recruitment, onboarding, scheduling, and performance development of team members
  • Lead by example through professionalism, positivity, and a calm, guest-centered presence
  • Partner closely with Spa, Food & Beverage, Housekeeping, Recreation, Engineering, and Reservations teams to create seamless guest experiences
  • Monitor guest preferences, special requests, celebrations, and personalized experiences to ensure thoughtful execution
  • Maintain operational excellence through effective communication, organization, and attention to detail
  • Assist with scheduling, payroll, reporting, and departmental operational needs
  • Resolve guest concerns thoughtfully while preserving the integrity of the guest experience
  • Empower team members to confidently resolve issues and elevate service opportunities
  • Identify trends and opportunities to enhance the guest journey and operational effectiveness

Requirements

  • 3–5+ years of hospitality leadership experience, preferably within luxury hotels, boutique resorts, wellness destinations, or upscale hospitality environments
  • Previous experience in Guest Services, Front Office, Rooms Division, or Resort Operations leadership preferred
  • Passion for luxury hospitality and creating highly personalized guest experiences
  • Strong leadership, communication, and interpersonal skills
  • Ability to remain composed, solutions-focused, and service-oriented in a fast-paced environment
  • Experience with hospitality systems/PMS platforms preferred
  • Flexible schedule, including evenings, weekends, and holidays, based on business needs

Nice to have

  • Experience with hospitality systems/PMS platforms preferred
  • Previous experience in Guest Services, Front Office, Rooms Division, or Resort Operations leadership preferred

What we offer

  • Health, Dental, Vision, and 401(k)
  • Employee discounts and recognition programs
  • Scenic, high-end work environment
  • Wellness programs and complimentary classes
  • Growth and advancement opportunities
  • Strong, team-driven culture
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