Guest Service Ambassador

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 a Guest Service Ambassador, you are responsible for creating exceptional first and lasting impressions for every guest by delivering warm, personalized, and anticipatory service. As a valued member of the Front Office and Guest Services team, you serve as the primary point of contact throughout the guest journey. Responsibilities include, but are not limited to, processing guest arrivals and departures; assigning and changing guest rooms; accommodating late check-out requests; securing payment and issuing room keys; verifying and adjusting guest billing; maintaining accurate guest documentation; managing multiple telephone lines with professionalism and efficiency; relaying guest messages; resolving guest concerns with urgency and empathy; coordinating guest requests with internal departments; and monitoring room status in partnership with Housekeeping. Success in this role requires exceptional communication, attention to detail, problem-solving skills, and a genuine passion for hospitality. Your mission will be to maintain the reputation of L’Ermitage as a premier destination for hospitality and excellence.

Responsibilities

Processing guest arrivals and departures; assigning and changing guest rooms; accommodating late check-out requests; securing payment and issuing room keys; verifying and adjusting guest billing; maintaining accurate guest documentation; managing multiple telephone lines with professionalism and efficiency; relaying guest messages; resolving guest concerns with urgency and empathy; coordinating guest requests with internal departments; monitoring room status in partnership with Housekeeping; ensuring reservations are notated accurately regarding special requests; ensuring accuracy of all charges on guest folios; ensuring luggage/packages are delivered and collected accurately; adhering to all internal policies regarding compliance standards; ensuring maximum security and adherence of safe deposit box procedures; reporting safety concerns and maintenance issues; selling and upselling accommodations, special offers, dining, spa, and experiences; serving as Rooms Controller by monitoring and assigning rooms; greeting and welcoming guests professionally; checking in guests upon arrival; checking out guests and resolving billing questions; monitoring guest accounts and posting charges; building welcome packets and assisting with luggage; working closely with concierge; receiving/expediting guest messages, packages, and mail; communicating closely with departments; maintaining lobby, front desk, and sitting areas; monitoring shift reports and communication; assisting in training new staff; attending meetings and training sessions as required

Requirements

1+ years direct customer service experience; High School diploma/GED; Proficient with computers and learning technical systems; Strong understanding of lodging operations, reservations, guest service etiquette, rates, packages, groups, and restrictions; Demonstrates natural leadership qualities with a positive team-focused attitude; Available for flexible hours, including weekdays, weekends, holidays; Strong communication, organizational, multitasking, and problem-solving skills; 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; Sincere enthusiasm for the role and passion for guest service excellence; Sales orientation with ability to upsell and collaborate with Sales team; Passion for delivering personalized service in a sophisticated environment; Ability to remain standing 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 and writing; Ability to visibly survey property areas clearly with attention to detail; 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 perform tasks safely and operate equipment; Ability to work flexible hours based on business needs including midweek and weekend days

Nice to have

Hotel/lodging environment experience; front desk, reservations, or rooms control experience; PMS experience (e.g., Opera or similar)