Guest Services Manager

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 SUMMARY:

• 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.

ESSENTIAL FUNCTIONS OF THE JOB:

• Ability to remain standing and/or seated 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, polishing, using hand tools, and fixing small items.
• Ability to visibly survey property areas clearly.
• 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 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 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:

• 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.

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.


We are an Equal Opportunity Employer. All applicants will be considered for employment without attention to race, color, religion, sex, sexual orientation, gender identity, national origin, veteran or disability status.


This employer is required to notify all applicants of their rights pursuant to federal employment laws. For further information, please review the Know Your Rights notice from the Department of Labor.

L'Ermitage participates in the Department of Homeland Security's E-Verify Program to verify the employment eligibility of all newly hired employees.

Equal Opportunity Employer
This employer is required to notify all applicants of their rights pursuant to federal employment laws. For further information, please review the Know Your Rights notice from the Department of Labor.