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Job Overview
Employment Type
Full-time
Compensation
Salary
Range $70,000.00 - $80,000.00
Work Schedule
Flexible
Job Description
L'Ermitage Beverly Hills is a distinguished luxury hotel established in 1975, located in the prestigious area of Beverly Hills, California. Renowned for its elegant and discreet ambiance, the hotel is recognized as a Five-Star, AAA Five Diamond, and Two Michelin Keys property. It is synonymous with refined hospitality and exceptional guest experiences, catering to a sophisticated clientele who seek privacy, comfort, and impeccable service. The hotel provides an intimate environment where every detail is meticulously managed to ensure travelers feel valued and pampered during their stay. The commitment to excellence and personalized service defines the ethos of L'Ermitage Beverly Hills,... Show More
Job Requirements
- 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
Job Qualifications
- 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
Job Duties
- 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
- circulate 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
- ensure that reservations are notated accurately regarding all special requests, concerns, etc.
- ensure 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
- guarantee check-in procedures are strictly adhered to and that the correct address and billing details are obtained from each guest
- ensure accuracy of all charges on guest folios and address and/or correct discrepancies immediately
- ensure that luggage/packages are delivered to and collected from rooms accurately, in a timely manner, and to the established standards of performance
- create and manage weekly schedules based on business needs
- monitor trends within the industry and make suggestions how these could be implemented
- adhere to all internal policies regarding compliance standards
- ensure maximum security and adherence of safe deposit box procedures
- protect the asset by reporting any loss, missing or stolen items to the General Manager immediately
- report any safety concerns and maintenance issues immediately
- train, coach, and support the guest services and front desk team to the established standards of performance
- hold regular performance appraisals with department staff, identifying areas for development and training needs
- carry out or ensure that regular On-the-Job training is taking place to established standards of performance
- ensure that all Front of House staff are stationed and dressed accordingly at all times to the established grooming and behavioral standards
- attend and facilitate 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
Job Criteria
Experience
Expert Level (7+ years)
Job Location
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