Guest Service Ambassador

Guest Service Ambassador

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 a Guest Service Ambassador , you are responsible for creating exceptional first and lasting impressions for every guest by delivering warm, personalized, and anticipatory service. As a valued member of the Front Office and Guest Services team, you serve as the primary point of contact throughout the guest journey. Responsibilities include, but are not limited to, processing guest arrivals and departures; assigning and changing guest rooms; accommodating late check-out requests; securing payment and issuing room keys; verifying and adjusting guest billing; maintaining accurate guest documentation; managing multiple telephone lines with professionalism and efficiency; relaying guest messages; resolving guest concerns with urgency and empathy; coordinating guest requests with internal departments; and monitoring room status in partnership with Housekeeping. Success in this role requires exceptional communication, attention to detail, problem-solving skills, and a genuine passion for hospitality. Your mission will be to maintain the reputation of L'Ermitage as a premier destination for hospitality and excellence.

JOB SUMMARY:

• Ensures that guests are greeted, checked in and out efficiently, and allocated rooms promptly and courteously to the established standards of performance.
• Guarantees check-in procedures are strictly adhered to and that the correct address and billing details are obtained from each guest.
• Available 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.
• Provide telephone services for guests, vendors, and all incoming inquiries, direct calls to the appropriate personnel.
• Ensures that reservations are notated accurately regarding all special requests, concerns, etc.
• 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.
• Adheres to all internal policies regarding compliance standards.
• Ensures maximum security and adherence of safe deposit box procedures.
• Reports any safety concerns and maintenance issues immediately.
• Actively sell and upsell accommodations, special offers, dining, spa, and experiences to maximize revenue and guest satisfaction.
• Serve as Rooms Controller by monitoring and assigning rooms in the guest services system based on preferences, history, and requests; advise Housekeeping on vacated/ready rooms; handle overbookings, waitlists, out-of-order rooms; inspect rooms for arrivals; review daily reports (in-house rooming list, arrivals/departures).
• Greet and welcome guests professionally and hospitably; interact respectfully, cheerfully, and politely; engage to meet all needs.
• Check in guests upon arrival, verify identification and payment method, complete authorizations, issue keys, and communicate property/area information for a successful stay.
• Check out guests, review accounts/charges, print folios, process final payments, and resolve billing questions.
• Monitor guest accounts, post charges (including from restaurant/group events), and explain fees/charges.
• Build welcome packets, assist with luggage (coordinating with Bellperson/drivers), deliver amenities, and provide directions/information on events, parking, shopping, dining, entertainment, and travel.
• Work closely with concierge when appropriate; answer inquiries and provide local recommendations.
• Receive/expedite guest messages, packages, and mail; securely handle valuables in safes/safe-deposit boxes.
• Communicate closely with departments (e.g., submit maintenance tickets via Alice, coordinate with sales/reservations for deposits/specialty/VIPs/groups).
• Use interdepartmental communication via email and Microsoft Teams.
• Maintain lobby, front desk, and sitting areas; ensure cleanliness.
• Monitor shift reports/communication; assist in training new staff.
• 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.

ESSENTIAL FUNCTIONS OF THE JOB:

• Ability to remain standing for up to 8 hours.
• Ability to walk the property frequently.
• Ability to move up and down stairs regularly.
• Ability to move quickly based on guest needs.
• Ability to regularly move and lift up to 30 lbs.
• Ability to use repetitive manual dexterity, such as typing and writing.
• Ability to visibly survey property areas clearly with attention to detail.
• Ability to view a digital computer/tablet screen for extended period of time, up to 8 hours.
• Ability to communicate and exchange information effectively, often in a public/group setting.
• Ability to read, write, speak, and understand English.
• Ability to complete a satisfactory background check.
• Ability to perform tasks safely and operate equipment.
• Ability to work flexible hours based on business needs including midweek and weekend days.

TECHNOLOGY AND EQUIPMENT USED:

• Computer and Printer
• Microsoft Office, including Outlook, Word, and Excel programs
• Point of Sale Software/Ticket Printer
• Reservations Software
• Scheduling, Time Keeping, and Labor Management Software
• Accounting System (Invoice processing, Inventory, Forecasting)
• Phone/Tablet
• Radios/Walkies
• Timeclock
• Credit Card Processor
• Multi-line phone system

WORKING ENVIRONMENT:

• Work will primarily take place in a hotel and/or restaurant environment, in both guest-facing and employee back of house areas.
• Professional office environment.
• Group and solo work.
• Exposure to various hazardous chemicals, to be used only as instructed.

KEY SKILLS & EXPERIENCE REQUIRED:

• 1+ years direct customer service experience; hotel/lodging environment highly preferred (front desk, reservations, or rooms control experience strongly desired).
• High School diploma/GED.
• Proficient with computers and learning technical systems (Microsoft Office Suite, PMS experience, e.g., Opera or similar, a plus).
• Strong understanding of lodging operations, reservations, guest service etiquette, rates, packages, groups, and restrictions.
• Demonstrates natural leadership qualities with a positive team-focused attitude.
• Available for flexible hours, including weekdays, weekends, holidays.
• Strong communication, organizational, multitasking, and problem-solving skills.
• 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.
• Sincere enthusiasm for the role and passion for guest service excellence.
• Sales orientation with ability to upsell and collaborate with Sales team.
• Passion for delivering personalized service in a sophisticated environment.

No Job Description for a position can possibly include all duties which may be requested by guests or required by the hotel. The objective of all positions is to effectively provide the services personally, or to immediately refer requests to the appropriate department manager. The items listed above are a summary of the major responsibilities of the position that must be met by an employee to successfully perform the essential functions of the position. Reasonable accommodations may be made to enable individuals with disabilities to perform the essential functions.