Guest Relations Coordinator Job Beverly Hills area,California USA,Hospitality / Hotel / Catering

Guest Relations Coordinator

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.

Roles and 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

Qualifications

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

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