Assistant Front Office Manager

EOS•Beverly Hills, CA

19d•Onsite

About The Position

L’Ermitage Beverly Hills is a Five-Star, AAA Five Diamond, Two Michelin Keys hotel that has provided hospitality since 1975. The Assistant Front Office Manager oversees the Front Office and Guest Services team and reports directly to the Director of Rooms. The role is responsible for delivering exceptional guest experiences while supporting operational efficiency, team development, and the hotel’s standards of hospitality. The position ensures that guests are greeted, checked in and out, and assigned rooms efficiently and courteously. It responds to guest and staff concerns, monitors Front of House service standards, and ensures accurate reservations, guest folios, billing details, and luggage handling. The manager assists senior leadership with weekly schedules, supports inventory monitoring and purchasing, maintains security procedures, and reports loss, safety concerns, and maintenance issues. The role also trains and coaches staff, supports workplace safety and compliance, and upholds the hotel’s policies and grooming standards. Work takes place primarily in hotel and restaurant settings, including guest-facing and employee back-of-house areas, as well as a professional office environment. The role includes group and individual work and exposure to hazardous chemicals, which must be used only as instructed. The position requires flexible hours based on business needs, including weekdays and weekends. Essential physical duties include standing for up to eight hours, frequent walking, regularly using stairs, moving quickly in response to guest needs, lifting up to 50 pounds, repetitive manual dexterity, and extended use of a computer or tablet screen.

Requirements

At least 2 years of front office or guest service leadership experience; hotel or lodging experience is highly preferred.
High school diploma or GED.
Strong understanding of lodging operations, reservations, and appropriate guest service etiquette.
Natural leadership qualities and a positive, team-focused attitude.
Availability and willingness to work flexible hours based on business needs, including weekdays and weekends.
Strong communication, organizational, and problem-solving skills.
Enthusiasm for the role and a passion for guest services.
Ability to prioritize, delegate, and respond in a timely manner.
Ability to work under pressure, multitask, and stay focused while maintaining hospitality.
Proficiency with hotel management systems, Microsoft Office Suite, and OPERA Cloud.
Ability to read, write, speak, and understand English.
Ability to complete a satisfactory background check.
Ability to stand for up to 8 hours, walk the property frequently, regularly use stairs, and move quickly in response to guest needs.
Ability to regularly move and lift up to 50 pounds and perform repetitive manual dexterity tasks.
Ability to visibly survey property areas and view a digital computer or tablet screen for up to 8 hours.
Ability to communicate and exchange information effectively, often in public or group settings.

Nice To Haves

Hotel or lodging environment experience.

Responsibilities

Ensure guests are greeted, checked in and out efficiently, and allocated rooms promptly and courteously according to established standards.
Address guest and staff problems or concerns promptly, using sound judgment and empathy to resolve issues in the interests of both the guest and the hotel.
Circulate throughout Front of House areas and monitor service and performance standards.
Ensure reservations accurately record special requests and concerns.
Ensure guest folio charges are accurate and promptly address discrepancies.
Ensure luggage and packages are delivered to and collected from rooms accurately, promptly, and according to standards.
Assist senior leadership with weekly schedules based on business needs.
Ensure check-in procedures are followed and correct guest address and billing details are obtained.
Monitor industry trends and suggest ways to implement relevant developments.
Adhere to internal compliance policies and ensure security and safe deposit box procedures are followed.
Assist with monitoring inventory par levels and purchasing in anticipation of business volumes.
Report lost, missing, or stolen items to the General Manager immediately, and promptly report safety concerns and maintenance issues.
Train, coach, and support Guest Services staff, and ensure regular on-the-job training takes place.
Ensure Front of House staff are appropriately stationed and comply with grooming and behavioral standards.
Attend and facilitate departmental meetings and training sessions as required.
Promote teamwork and collaboration.
Follow safe work practices, including emergency evacuation, workplace violence, accident reporting, OSHA compliance, and bloodborne pathogen procedures.
Comply with handbook and property policies, including time and attendance, uniform and dress code, anti-harassment, and substance-use policies.