Guest Service Agent

3 weeks ago

Beverly Hills, United States EOS Hospitality Full time

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 team member, you are home.

Be part of the L'Ermitage team Full-time employees are eligible for Paid Time Off, Medical, Dental, and Vision Benefits, and 401k Match. We provide free parking, free metro/bus passes, uniforms, and free shift meals

The Guest Service Ambassador is responsible for processing all guest check-ins, check-outs, room assignments, and room change/late check-out requests. Secure payment; activate/reissue room keys. Ensure rates match market codes, document exceptions. Verify/adjust billing for guests. Communicate to appropriate staff when guests are waiting for an available room. Advise guest of messages. Coordinate with Housekeeping to track room status and guest concerns. File guest paperwork or documentation. Provide information and assistance to all guests and visitors.

What will you be doing?

* Maintain and execute 5-star Forbes and 5 Diamonds AAA standards.
* Maintain complete knowledge of hotel operations, scheduled daily activities, and room product.
* Answer telephone calls within 3 rings, using correct salutations and telephone etiquette.
* Ascertain callers' needs through open-ended questions.
* Describe room accommodations and all amenities.
* Obtain all designated information to book a reservation.
* Accommodate special requests and designate such in system following hotel SOP's.
* Access guest history records to best service guests; maintain accurate information in guest history files.
* The ability to exercise the personal discipline and extra diligence to assure that projects are completed on timely basis.
* Resolve guest complaints, ensuring guest satisfaction.
* Obtain assigned bank and ensure accuracy of contracted monies. Always keep bank secure.
* Communicate pertinent guest information to designated departments/personnel (i.e. special requests, amenity delivery).
* Present folio to guest and resolve any disputed charges.
* Assist all departments/executives in obtaining appropriate information regarding groups, inventory, and guest information.
* Perform additional duties, as assigned.

Skills/Knowledge Required:

* High levels of patience, tact, and diplomacy.
* Strong organizational, prioritization skills and ability to work well under pressure and meet deadlines.
* Strong knowledge of Opera, Synxis, Revintel & Microsoft Outlook is a plus.
* Possess an eye for the smallest detail and maintains a keen sense of urgency.
* Ability to think clearly, remain calm, and resolve problems using good judgement.
* Communicate clearly, concisely, and openly.
* Written communication in a clear and concise manner.
* Exude high energy and demonstrate a knack for building rapport with guests and colleagues.
* Exhibits organizational abilities and shows a natural skill for multi-tasking, prioritizing, and anticipating needs.
* Satisfactorily communicate with guests, management, and co-workers to their understanding.
* Fluency in English both verbally and non-verbally, fluency in additional languages a plus.
* Ability to maintain confidentiality of guest information and pertinent Hotel data.
* Flexible schedule - willing and able to work shift duties that may include evenings, nights, weekends, and holidays.

Physical Requirements:

* Must be able to bend, stoop, squat and stretch to fulfill necessary tasks.
* Must be able to lift, push, and pull up to 25lbs. on a regular and continuing basis.
* Must be able to stand and exert well-paced mobility for up to 8 hours in length.

Qualification Standards:

* Education: College degree preferred.
* Experience: 1 to 2 years of previous experience in a similar position in a luxury hotel preferred.
* Grooming: All colleagues must maintain a neat and well-groomed appearance (specific standards will be provided).

EOE

L'Ermitage participates in the Department of Homeland Security's E-Verify Program to verify the employment eligibility of all newly hired employees.

Hourly Rate: $24.02

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