Guest Services Manager Job at L'Ermitage Beverly Hills (Beverly Hills)

Job Description

ABOUT L’ERMITAGE BEVERLY HILLS L’Ermitage Beverly Hills has been a sanctuary of elegance and discretion since 1975. An exclusive Five-Star, AAA Five Diamond, Two Michelin Keys property, we are committed to delivering world-class hospitality in an intimate and refined environment. Every team member contributes to the timeless experience that defines L’Ermitage and is committed to offering travelers excellence in hospitality. As the Guest Services Manager, you will oversee the Guest Services and Front Office team, ensuring an exceptional experience for all guests. Reporting directly to the Director of Rooms, you will manage the arrival and departure experience for all VIP guests, while offering distinguished luxury service. This leadership role requires a dynamic individual who excels in guest satisfaction, operational efficiency, and team development. Your mission will be to maintain the reputation of L’Ermitage as a premier destination for hospitality and excellence.

Job Responsibility

Maintain positive guest relations at all times
Take full ownership of the guest experience, personally going above and beyond for all guests
Act as point of contact between guests and the organization by promptly answering inquiries, directing phone calls, coordinating travel plans, and working to make sure each guest feels welcomed and taken care of
Oversee the concierge team, booking reservations, making recommendations to internal programs, local attractions, and arranging logistics such as travel
Place order for amenities and coordinate delivery of amenities to designated guest rooms
Anticipate guests’ needs, responding promptly and accommodating requests expediently and courteously. Follow-up with designated hotel personnel to ensure completion of requests
Readily available at all times to deal with problems or guest/staff issues or concerns, using best judgement to resolve outstanding issues empathetically and in the best interest of both the guest and the hotel
Circulates regularly throughout all Front of House areas, maintaining a high profile with guests and staff, while monitoring standards of performance with regard to these areas
Review designated in-house guest list and be familiar with guests’ names and preferences
Ensures that reservations are notated accurately regarding all special requests, concerns, etc.
Ensures that guests are greeted, checked in and out efficiently, and allocated rooms promptly and courteously to the established standards of performance
Escort VIPs upon arrival to their assigned room
Inform guests of hotel services/features and room amenities
Guarantees check-in procedures are strictly adhered to and that the correct address and billing details are obtained from each guest
Ensures accuracy of all charges on guest folios and addresses and/or corrects discrepancies immediately
Ensures that luggage/packages are delivered to and collected from rooms accurately, in a timely manner, and to the established standards of performance
Creates and manages weekly schedules based on business needs
Monitors trends within the industry and make suggestions how these could be implemented
Adheres to all internal policies regarding compliance standards
Ensures maximum security and adherence of safe deposit box procedures
Protects the Asset by reporting any loss, missing or stolen items to the General Manager immediately
Reports any safety concerns and maintenance issues immediately
Trains, coaches, and supports the guest services and front desk team to the established standards of performance
Holds regular performance appraisals with department staff, identifying areas for development and training needs
Carries out or ensures that regular On-the-Job training is taking place to established standards of performance
Ensures that all Front of House staff are stationed and dressed accordingly at all times to the established grooming and behavioral standards
Attends and facilitates departmental meetings and training sessions as required
Demonstrate a team-focused attitude and encourage collaboration
Understand and use safe work practices for all safety precautions including Emergency Evacuation Procedures, Violence in the Workplace, Accident Reporting, OSHA Compliance, and Bloodborne Pathogen Procedures
Attend meetings and training sessions as required
Comply with all policies as outlined in the Handbook, Property Supplement, or otherwise issued including time and attendance expectations, uniform and dress code standards, anti-harassment policy, and substances in the workplace

Requirements

5+ years of front office/guest service leadership experience, hotel/lodging environment highly preferred
High School diploma/GED
Strong understanding of lodging operations
reservations, appropriate guest service etiquette, etc.
Demonstrates natural leadership qualities with a positive, team-focused attitude
Available and willing to work flexible hours based on business needs including weekdays and weekends
Demonstrates strong communication, organizational, and problem-solving skills
Expresses sincere enthusiasm for the role and passion for guest services
Must know how to prioritize, delegate, and respond in a timely fashion. Able to work under pressure, multi-task, and stay focused while maintaining hospitality
Proficiency in hotel management systems, Microsoft Office Suite and OPERA cloud
Passion for delivering personalized service in a sophisticated environment

L'Ermitage Beverly Hills - All Job Offers

Select Country

Guest Services Manager

Job Description

Job Responsibility

Requirements

Looking for more opportunities?