Guest Attache Supervisor

Job Description

Job Description

Guest Attache Supervisor

Summary of Position : The Chateau Marmont Guest Attaché Supervisor delivers unique services and amenities carefully tailored to each guest staying at the hotel.  With the highest level of sophistication, discretion and anticipation The Guest Attaché greets every guest at the doorsteps of our world-famous hotel. No guest request remains unanswered. The finest amenities paired with personal attention by a dedicated Chateau Marmont Guest Attaché await every guest throughout their stay. Traditional Guest Attaché services are matched with the demands of today’s luxury traveler to create memorable experiences throughout.

Summary of Essential Functions:

• Act as the final gatekeeper for room preparedness and fulfilment of guest request / preference items as collected by the Guest Relations Executive Team. This includes room cleanliness and final inspection, special request delivery, floral and amenity delivery, personal stationary delivery, evening refresh, mini bar restocking, kitchen restocking, and luggage delivery and retrieval.
• Facilitate garment pressing and footwear service upon request. 
• Touch each room daily refreshing the mini bar, assist with departure plans on the day prior to departure. Assist guests upon departure.
• Supervise all Housekeeping staff to ensure all guestrooms and suites are cleaned and maintained to the highest standard.
• Coordinate with Housekeeping the timing for occupied guestroom servicing based on guest’s preference.
• Keep inventory of every minibar item and coordinate refilling as needed. Charge room as items are used.
• Meet arriving guests at the hotel main entrance upon arrival or within 5 minutes after entering the property.
• Offer detailed room orientation, complimentary pressing and fresh bucket of ice upon arrival of guest.
• Assist guest with any other request or wish. Anticipate guest’s needs.
• Inspect the housekeeping pantry on each floor and keep inventory of all items. Inform housekeeping when items need to be replenished. 
• Coordinate guest requests with Guest Relations Executives and colleagues.
• Keep accurate inventory of stationary, sundries, and items used at the Guest Experience Desk.
• Lead the office cleanliness program. Ensuring the office is inspection ready and organized at all times.
• Responsible for ensuring the commission program is turned in in a timely fashion. Coordinating with the Hotel Manager, Director of Sales, and Human Resources Department. 
• Supervise the amenity program and ensure that the Guest Attachés   are turning in amenity requests nightly.
• Act as the departments ALICE Champion ensuring that all Guest Attachés are trained on how to properly use ALICE. Audit ALICE use periodically. 
• Develop a strong working partnership with the housekeeping team. Ensuring that Guest Attaches do not check in rooms that are in clean or pickup status without consulting with the housekeeping team. 
• Ensure that communication occurs between Guest Experience Desk Leadership and Housekeeping Leadership for all changes an updates, not directly contacting the hourly employees. 
• Champion phone usage and ensure team is proactively answering the phone within three rings and using the appropriate salutation.
• Ensure the desk is always manned, never abandoning it or leaving it without phones forwarded or appropriate coverage.  

• Check guests in while ensuring that a credit card is received; confirm all information provided by guest is accurate.
• Collect accurate payment from the guest and make accurate account postings in Opera for all room charges.
• Manage a cash bank according to hotel policies and procedures.
• Answer telephone in a professional manner; promptly follow through on any guest needs or requests.
• Communicate thoroughly and professionally with all departments regarding guest needs and requests.
• Maintain accurate knowledge of all offerings, hours of operation, and in-house events.
• Be knowledgeable of information regarding the general local area.
• Conduct self in a professional manner with the awareness that all actions and communications are within guest view.
• Maintain cleanliness of Front Desk and ensure work area is orderly and properly stocked.
• Complete assigned duties within each shift, including daily cash handling close out procedures.
• Maintain high level of confidentiality with all guest information, guest activity, and property events. 
• Maintain appearance and uniform standards.
• Develop and maintain positive communication and teamwork with all co-workers and supervisors, communicate thoroughly and professionally with all departments regarding guest needs and requests.
• Handle all guest service opportunities in an immediate and professional manner. Ensure all opportunities are communicated out to management and logged into ALICE. 
• Follow all policies and procedures put forth by Chateau Marmont. 
• Deliver excellent customer service in an efficient manner while acknowledging and greeting guests.

• Supervise the performance of room attendants and general cleaning. Take appropriate action to correct deficient conditions, behaviour, and work practices.  
• Inspect guest rooms, guest areas and employee areas and assess compliance with all established standards as they relate to cleanliness, maintenance, safety, and security. Report, as directed, any observed deviations to established standards.  

• Communicate throughout the day with all departments to ensure total guest satisfaction.
• Manage administrative functions in accordance with established standards.
• Perform general cleaning tasks using standard hotel cleaning products as assigned by a supervisor to adhere to health standards.
• Deliver luggage, messages, faxes, packages to guests, and guest request items to room.
• Assist guests with laundry service.
• Deliver dry cleaning to guest rooms once returned.
• Make arrangements for local activities.
• Assist guests with getting a rental car, or calling for other forms of transportation.
• Assist guests in purchasing tickets for shows, make reservations at restaurants and arrange for any off property services.
• Transport departing guest’s luggage from the room to the front drive, then into a car or taxi after reconfirming with the guest.
• Ensure the lobby is maintained properly, presentable and pristine at all times.

• Other duties as assigned. 

Summary of Job Requirements:

• 2-year degree from an accredited university in Hospitality Management, Business Administration, or related major; 4 years’ experience in rooms operations, management operations, or related professional area preferred.

OR

• 4-year bachelor's degree in Hospitality Management, Business Administration, or related major; 4 years’ experience in rooms operations, management operations, or related professional area.

OR

• 5 + years’ work experience in a Luxury property, FORBES Four or Five Star rated preferred.
• 21+ years of age.
• Strong communication and people skills.
• Flexible schedule with the ability to work late evenings and occasional overnights.
• Ability to multitask and work in a fast-paced environment.
• Ability to speak a language other than English. Preferably French, Italian, or Spanish.
• Knowledge of flowers, wine, and fine foods preferred.

Equal Opportunity Employer

Chateau Marmont is an equal opportunity employer. The Company prohibits discrimination against any employee, applicant for employment, intern or volunteer based on the individual’s actual or perceived race (including traits associated with race, including but not limited to hair texture and protective hairstyles, which include but are not limited to braids, locs, and twists), color, religion, religious creed (including religious belief, observance, and dressing and/or grooming practices), national origin, ancestry, sex (including pregnancy, childbirth, expressing breast milk, or related medical condition), reproductive health decision-making, gender, gender identity, gender expression, transgender status, age, citizenship, primary language, immigration status, genetic characteristics, genetic information, medical condition, disability, status as a special disabled veteran or veteran of the Vietnam era, past or present membership in the uniformed/military service, marital or domestic partnership status, sexual orientation, political activities/affiliations, declination of attendance at or participation in any meeting discussing the Company’s opinion on religious or political matters, off-duty marijuana use, any other factor prohibited by law, as applicable to the Company (“Special Characteristic”), or the intersectionality of two or more Special Characteristics. This policy governs all aspects of employment, including selection, job assignment, compensation, discipline, termination, and access to benefits and training