Guest Relations Coordinator

Maybourne Beverly Hills Hotel•Beverly Hills, CA

8d•Onsite

About The Position

The Maybourne Beverly Hills Hotel invites you to explore opportunities to push your creativity and be outstanding in a career that will bring out your craft and passion. We look for people that will share our vision and help bring it to life. If this is something you want to be a part of, we look forward to receiving your application. The Guest Relations Coordinator is a key ambassador of personalized luxury service and is responsible for delivering an exceptional guest experience. The main function of the role is to provide the VIP guest with an experience that will always be remembered and with the highest level of responsiveness. As part of this job, this individual is required to demonstrate good computer skills, accurately handle cash and charges, and stand for long periods of time.

Requirements

High school Diploma or equivalent; degree in hospitality or relevant field is a plus
Minimum of two years’ experience in front office or guest relations in a Forbes 4 Star of 5 Star environment
You need a valid any class California drier’s license and at least 5 years of driving experience as a licensed driver
Proficient in English; multilingual is strongly preferred
Maintain high ethical standards and professionalism
Polite and confident with a great deal of patience
Ability in multitasking and time=management
Aptitude in resolving issues a customer=focused orientation
Possess basic math skills and have the ability to accurately handle billing
Excellent organizational skills and attention to detail.
Strong analytical and problem-solving skills.
Advanced skills in Word, Excel, PowerPoint and Outlook
Strong communication skills, including verbal and written communication.

Nice To Haves

degree in hospitality or relevant field is a plus
multilingual is strongly preferred

Responsibilities

Greet guests and visitors warmly and make them feel welcome and attended to
Personally welcomes and escorts VIP guests upon arrival and builds a relationship during the guest’s stay to ensure all needs are proactively anticipated and met
Proactively contacts VIP guests prior to arrival to assist in creating unique inspiring guides for the guest, based on their preferences and the purpose of their visit
Greet VIP guests at the airport when applicable, ensuring seamless connection to their pre-arranged transportation
Ensures all VIP pre-arrival, in-stay and departure needs are tracked and fulfilled in a timely manner
Coordinate and confirm guest riders (itineraries or special instructions) for guests to ensure all personal preferences and logistical details are communicated in advance and prepared for arrival
Inspect VIP rooms prior to arrival to ensure they are in perfect condition, fully prepared, and meet the highest standards of cleanliness, comfort, and personalization
Maintains comprehensive knowledge of the Beverly Hills area, including restaurants, events, attractions, and cultural venues, and provides accurate recommendations when needed
Understand guests’ need and actively promote personalized dining and spa outlet(s) at The Maybourne Beverly Hills with the ability to provide detailed information and book reservations for any on-site activities or outlets
Be visibly present in hotel outlets (restaurants, spa, public spaces) to personally engage with VIP guests, check in on their experience, and proactively ensure their satisfaction throughout the stay
Assists in coordinating any special events, parties or meetings for VIP guests, when requested
Reviews and maintains detailed guest profiles, preferences, and special occasions
Deliver a fond farewell to each departing VIP guest and verify departure transportation is correct, and final billing is accurate and without errors
Promptly addresses and resolves VIP guest complaints, concerns, or special requests and escalates complex challenges to management when necessary
Develops and maintains service relationships to fulfil the needs of patrons, customers, guests or colleagues.
Answer phone and email inquiries from potential guests in a timely and respectful manner
Act as a liaison between guests and various departments, including Concierge, Housekeeping, Front Office, Food & Beverage, Purchasing, and Spa to fulfill guest requests
Provides proactive lobby presence during peak arrival/departure periods or as needed
Arranges for interpreters or translators when needed
Ensure that guest spaces and lobby are always clean and tidy
Assists with packing and unpacking services, when needed
Pick up and drop off guests at a destination of their choice, when needed
Always uphold confidentiality and discretion with guest and proprietary information
Provides support at the Front Desk during high traffic periods or as scheduled by management
Perform other duties or special projects as needed including coverage for any front office positions (bell, concierge, page, driver, agent)
Performs other duties as assigned by Director of Guest Relations or other Hotel Leadership