Guest Services Manager

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, making it a premier destination for luxury travelers across the globe.

As the Guest Services Manager at L'Ermitage Beverly Hills, you will play a critical leadership role in upholding the hotel's prestigious reputation. This position involves overseeing the Guest Services and Front Office teams to ensure every guest receives superior service from arrival through departure. Reporting directly to the Director of Rooms, the Guest Services Manager is responsible for managing the arrival and departure experiences of all VIP guests and ensuring that luxury hospitality standards are consistently met or exceeded. This role demands a dynamic and engaging leader with expertise in guest relations, operational efficiency, and team development. You will be the primary point of contact for guests, addressing inquiries, coordinating travel arrangements, and resolving any issues to ensure a seamless and memorable stay.

Your duties will include supervising the concierge team who provide booking services, recommendations for internal programs and local attractions, as well as coordinating logistics such as travel. Anticipating and responding swiftly to guest needs with courtesy and professionalism is essential to the role. Maintaining a visible presence throughout the guest areas ensures high performance standards and immediate resolution of concerns. You will ensure that special requests and preferences are accurately noted in the reservation system and that guests experience smooth and courteous check-ins and check-outs. Escorting VIP guests upon arrival, informing them of hotel amenities, and guaranteeing that all procedures, including billing and luggage handling, are performed with precision aligns with the hotel’s commitment to excellence.

In addition to guest services, your role will involve operational leadership responsibilities such as creating staff schedules, monitoring industry trends for continuous improvement, and enforcing all internal compliance and safety policies. You will protect hotel assets by overseeing secure handling of valuables and promptly reporting any losses or safety concerns. Equally important is your role in team development—training, coaching, and conducting performance appraisals to ensure that all front office staff meet the high standards of service expected at L'Ermitage. This is a high-energy position requiring a professional with excellent communication, organizational skills, and a passion for hospitality in a sophisticated setting. Flexibility to work during midweek and weekend hours is necessary due to the nature of hotel operations.

Candidates for this role will benefit from having over five years of leadership experience in a front office or guest services capacity within a hotel or lodging environment, strong operational knowledge, and proficiency in hotel management software including OPERA cloud. The ability to prioritize, delegate, and operate effectively under pressure while maintaining a positive team attitude will be critical for success. Overall, this is an exciting opportunity to contribute to one of Beverly Hills' most prestigious hotels and to make a significant impact on the guest experience and operational excellence at L'Ermitage Beverly Hills.