Guest Relations Coordinator

Job Description

Job Description

Job Description

Guest Relations Coordinator

Job Overview

The 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.

Summary of Position

The Guest Relations Coordinator is a key ambassador of personalized luxury service and is responsible for delivering an exceptional guest experience. The main function of the role is to provide the VIP guest with an experience that will always be remembered and with the highest level of responsiveness. As part of this job, this individual is required to demonstrate good computer skills, accurately handle cash and charges, and stand for long periods of time.

Roles and Responsibilities

1. Greet guests and visitors warmly and make them feel welcome and attended to
2. Personally welcomes and escorts VIP guests upon arrival and builds a relationship during the guest’s stay to ensure all needs are proactively anticipated and met
3. Proactively 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 visit
4. Greet VIP guests at the airport when applicable, ensuring seamless connection to their pre-arranged transportation
5. Ensures all VIP pre-arrival, in-stay and departure needs are tracked and fulfilled in a timely manner
6. Coordinate 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 arrival
7. Inspect VIP rooms prior to arrival to ensure they are in perfect condition, fully prepared, and meet the highest standards of cleanliness, comfort, and personalization
8. Maintains comprehensive knowledge of the Beverly Hills area, including restaurants, events, attractions, and cultural venues, and provides accurate recommendations when needed
9. Understand 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 outlets
10. Be 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 stay
11. Assists in coordinating any special events, parties or meetings for VIP guests, when requested
12. Reviews and maintains detailed guest profiles, preferences, and special occasions
13. Deliver a fond farewell to each departing VIP guest and verify departure transportation is correct, and final billing is accurate and without errors
14. Promptly addresses and resolves VIP guest complaints, concerns, or special requests and escalates complex challenges to management when necessary
15. Develops and maintains service relationships to fulfil the needs of patrons, customers, guests or colleagues.
16. Answer phone and email inquiries from potential guests in a timely and respectful manner
17. Act as a liaison between guests and various departments, including Concierge, Housekeeping, Front Office, Food & Beverage, Purchasing, and Spa to fulfill guest requests
18. Provides proactive lobby presence during peak arrival/departure periods or as needed
19. Arranges for interpreters or translators when needed
20. Ensure that guest spaces and lobby are always clean and tidy
21. Assists with packing and unpacking services, when needed
22. Pick up and drop off guests at a destination of their choice, when needed
23. Always uphold confidentiality and discretion with guest and proprietary information
24. Provides support at the Front Desk during high traffic periods or as scheduled by management
25. Perform other duties or special projects as needed including coverage for any front office positions (bell, concierge, page, driver, agent)
26. Performs other duties as assigned by Director of Guest Relations or other Hotel Leadership

Qualifications

1. High school Diploma or equivalent; degree in hospitality or relevant field is a plus
2. Minimum of two years’ experience in front office or guest relations in a Forbes 4 Star of 5 Star environment
3. You need a valid any class California drier’s license and at least 5 years of driving experience as a licensed driver
4. Proficient in English; multilingual is strongly preferred
5. Maintain high ethical standards and professionalism
6. Polite and confident with a great deal of patience
7. Ability in multitasking and time=management
8. Aptitude in resolving issues a customer=focused orientation
9. Possess basic math skills and have the ability to accurately handle billing
10. Excellent organizational skills and attention to detail.
11. Strong analytical and problem-solving skills.
12. Advanced skills in Word, Excel, PowerPoint and Outlook
13. Strong communication skills, including verbal and written communication.

Physical Requirements

• Prolonged periods of sitting at a desk and working on a computer.
• Stand or walk for an extended period or for an entire work shift
• Move, bend, lift, carry, push, pull, and place objects weighing up to 50 pounds without assistance

Equal 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.

Vision

Leading the future of luxury lifestyle; curating distinctive and enriching experiences.

Purpose

Creating Stories of Distinction