Overview

L’Ermitage Beverly Hills has been a part of the fabric of Beverly Hills since 1975. We embrace the qualities of a warm, welcoming residence with our signature all-suite offering, residentially inspired layouts, unique art collection, top-of-the-line amenities, and service points that feel impossibly (and perfectly) tailored. When you are here, whether as a guest or a colleague, you are home.

Scope of this Position:
The Guest Relations Manager curates the arrival and departure experience within L’Ermitage Beverly Hills for all VIP guests while offering distinguished luxury service. As the first and last impression of the Hotel, this high-profile position carries a special responsibility, ensuring accurate communication between department managers, following up on guest requests, and creating a memorable experience.

Essential Duties and Responsibilities:
• Maintain and execute 5-star Forbes and 5 Diamonds AAA standards.
• Maintain complete knowledge of and comply with all departmental policies, service procedures, and standards.
• Maintain complete knowledge of correct maintenance and use of equipment. Use equipment only as intended.
• Anticipate guests' needs, respond promptly, and acknowledge all guests, however busy and at whatever time of day.
• Maintain positive guest relations at all times.
• Resolve guest glitches, ensuring guest satisfaction.
• Monitor and maintain cleanliness, sanitation, and organization of assigned work areas.
• Maintain complete knowledge of all hotel features/services, hours of operation, all hotel restaurant food concepts, menu price range, dress code, and ambiance, all hotel room types, numbers/names, layout, appointments, amenities, and locations, all hotel room rates, special packages and promotions, daily house count and expected arrivals/departures, scheduled daily group activities, names, and location of meeting/banquet rooms, local events, attractions, holiday schedules.
• Meet with fellow associates to review business status and follow-up actions.
• Access all functions of the computer system in accordance with departmental specifications.
• Maintain updated resource materials on all vendors and information.
• Review designated in-house guest list and be familiar with guests' names and preferences.
• Collect and monitor guest feedback, updating Opera accordingly.
• Implements innovative guest recognition initiatives and maintains a relevant guest history database.
• Accommodate all guest requests expediently and courteously. Follow up with designated hotel personnel to ensure completion of requests.
• Place orders for amenities and coordinate delivery of amenities to designated guest rooms.
• Escort VIPs upon arrival to their assigned room. Inform guests of hotel services/features and room amenities.
• All other duties as required.