Guest Relations Coordinator

Guest Relations CoordinatorThe Maybourne Beverly Hills Hotel invites you to explore opportunities to push your creativity and be outstanding in a career that will bring out your craft and passion. We look for people that will share our vision and help bring it to life. If this is something you want to be a part of, we look forward to receiving your application.Roles and ResponsibilitiesGreet guests and visitors warmly and make them feel welcome and attended toPersonally welcomes and escorts VIP guests upon arrival and builds a relationship during the guest's stay to ensure all needs are proactively anticipated and metProactively contacts VIP guests prior to arrival to assist in creating unique inspiring guides for the guest, based on their preferences and the purpose of their visitGreet VIP guests at the airport when applicable, ensuring seamless connection to their pre-arranged transportationEnsures all VIP pre-arrival, in-stay and departure needs are tracked and fulfilled in a timely mannerCoordinate and confirm guest riders (itineraries or special instructions) for guests to ensure all personal preferences and logistical details are communicated in advance and prepared for arrivalInspect VIP rooms prior to arrival to ensure they are in perfect condition, fully prepared, and meet the highest standards of cleanliness, comfort, and personalizationMaintains comprehensive knowledge of the Beverly Hills area, including restaurants, events, attractions, and cultural venues, and provides accurate recommendations when neededUnderstand guests' need and actively promote personalized dining and spa outlet(s) at The Maybourne Beverly Hills with the ability to provide detailed information and book reservations for any on-site activities or outletsBe visibly present in hotel outlets (restaurants, spa, public spaces) to personally engage with VIP guests, check in on their experience, and proactively ensure their satisfaction throughout the stayAssists in coordinating any special events, parties or meetings for VIP guests, when requestedReviews and maintains detailed guest profiles, preferences, and special occasionsDeliver a fond farewell to each departing VIP guest and verify departure transportation is correct, and final billing is accurate and without errorsPromptly addresses and resolves VIP guest complaints, concerns, or special requests and escalates complex challenges to management when necessaryDevelops and maintains service relationships to fulfil the needs of patrons, customers, guests or colleagues.Answer phone and email inquiries from potential guests in a timely and respectful mannerAct as a liaison between guests and various departments, including Concierge, Housekeeping, Front Office, Food & Beverage, Purchasing, and Spa to fulfill guest requestsProvides proactive lobby presence during peak arrival/departure periods or as neededArranges for interpreters or translators when neededEnsure that guest spaces and lobby are always clean and tidyAssists with packing and unpacking services, when neededPick up and drop off guests at a destination of their choice, when neededAlways uphold confidentiality and discretion with guest and proprietary informationProvides support at the Front Desk during high traffic periods or as scheduled by managementPerform other duties or special projects as needed including coverage for any front office positions (bell, concierge, page, driver, agent)Performs other duties as assigned by Director of Guest Relations or other Hotel LeadershipQualificationsHigh school Diploma or equivalent; degree in hospitality or relevant field is a plusMinimum of two years' experience in front office or guest relations in a Forbes 4 Star of 5 Star environmentYou need a valid any class California drier's license and at least 5 years of driving experience as a licensed driverProficient in English; multilingual is strongly preferredMaintain high ethical standards and professionalismPolite and confident with a great deal of patienceAbility in multitasking and time-managementAptitude in resolving issues a customer-focused orientationPossess basic math skills and have the ability to accurately handle billingExcellent organizational skills and attention to detail.Strong analytical and problem-solving skills.Advanced skills in Word, Excel, PowerPoint and OutlookStrong communication skills, including verbal and written communication.Physical RequirementsProlonged periods of sitting at a desk and working on a computer.Stand or walk for an extended period or for an entire work shiftMove, bend, lift, carry, push, pull, and place objects weighing up to 50 pounds without assistanceEqual Opportunity Employer:Maybourne is proud to be an Equal Employment Opportunity. We do not discriminate based upon race, religion, color, national origin, gender (including pregnancy, childbirth, or related medical conditions), sexual orientation, gender identity, gender expression, age, status as a protected veteran, status as an individual with a disability, or other applicable legally protected characteristics. Job applicants with disabilities who need assistance or an accommodation in order to apply for a position (or their representative) should contact the HR department directly.VisionLeading the future of luxury lifestyle; curating distinctive and enriching experiences.PurposeCreating Stories of DistinctionThe Maybourne MindsetPut People at our heartStay two steps aheadMake the magic happenMaybourne Hotel Group owns and manages Claridge's, The Connaught, The Berkeley, The Maybourne Riviera, The Emory and The Maybourne Beverly Hills – six of the world's most renowned luxury hotels.Our hotels have histories that stretch back over a century. And, while each one retains its timeless appeal and individual nature, we are committed to ensuring they are always in tune with the wants and wishes of today's discerning guests.A warm welcome and cool spirit define The Maybourne Beverly Hills, the newest member of our hotel family. Blending our signature service style with the energy of Beverly Hills, expect culinary creativity and contemporary comfort, all wrapped up in a landmark location. The Maybourne Beverly Hills is California, through and through.Company BenefitsMedical/Dental/Vision Insurance Company matched 401(k) plan Company matched Health Savings Plan Flexible Spending Paid Holidays Paid Time Off - Paid Sick Leave Employee Assistance Program Free Parking Employee Recognition Programs Colleague meals Colleague Referral Incentive program*The Maybourne Beverly Hills participates in E-Verify.