Agent - Guest Communication Center

HSH Group / The Peninsula Hong Kong; Beverly Hills (CA); On-site; USD 32,000 - 45,000; Full time

Benefits offered by this job

100% medical, dental, vision coverage

Paid time off

Complimentary employee meals

Complimentary onsite car parking

Complimentary onsite bicycle parking

Bus transit reimbursement

Uniform laundering provided

Discounted and complimentary room-nigh

50% restaurant discount

Retirement plan with company match

Job summary

The Peninsula Beverly Hills is seeking a Guest Communications Center Agent who delivers warmth and exceptional communication to serve as the central point of contact between guests and hotel departments. You will manage multiple requests, including PenChat inquiries, In-Room Dining orders, and business center services.

Ideal candidates bring experience in luxury hospitality, excellent communication skills, and strong multitasking abilities; weekend and holiday shifts are required in a

Qualifications

• Previous experience in luxury hospitality or a similar guest service environment is preferred.
• Excellent verbal and written communication skills with a professional and guest-focused approach.
• Strong organizational and multitasking skills; ability to prioritize high-volume calls and messages.
• Ability to work independently, exercise sound judgement, and take initiative.
• Proficiency in computer systems and navigating multiple applications simultaneously.
• Open and flexible schedule with weekend/holiday shifts.

Responsibilities

• Answer and manage a high volume of incoming calls promptly and professionally.
• Monitor and respond to guest inquiries via PenChat and in-Room Dining orders.
• Coordinate guest requests with hotel departments for prompt service delivery.
• Provide business center services, including handling confidential documents with discretion.

Skills

Guest service

Communication

Multitasking

Professionalism

Team coordination

Tools

PenChat

Hotel systems

Job description

The Peninsula Beverly Hills is seeking a Guest Communications Center Agent who possesses genuine warmth, exceptional communication skills, and a passion for delivering personalized luxury hospitality. This position serves as a central point of communication between guests and hotel departments, requiring the ability to manage multiple requests efficiently while maintaining the highest standards of guest service.

• Work for an award-winning luxury hotel group
• Learn and grow within a diverse multi-outlet property
• Exceptional benefits package

Key Accountabilities

• Answer and manager a high volume of incoming calls promptly, professionally, and efficiently while adhering to Peninsula Service Standards.
• Monitor and respond to guest inquiries and requests through PenChat, the hotel's 24-hour messaging platform, including In-Room Dining orders, spa appointments, and other hotel services.
• Communicate and coordinate guest request with various hotel departments to ensure prompt, accurate, and seamless service delivery.
• Provide business center services, including handling and printing confidential guest documents with accuracy and discretion.

General Requirements

• Previous experience in luxury hospitality or a similar guest service environment preferred.
• Excellent verbal and written communication skills with a progessional and guest-focused approach.
• Strong organizational and multitasking skills, with the ability to prioritize high-volume calls, digital messages, and multiple guest requests simulataneously.
• Ability to work independently, exercise sound judgement, and demonstrate initiative in fulfilling daily responsibilities.
• Proficiency in computer systems and the ability to navigate multiple applications simulataneously.
• An open and flexible schedule (shift start times will be staggered) with the ability to work on the weekends and holidays

Competitive Benefits Including:

• 100% company-paid medical, dental and vision coverage
• Paid time off
• Complimentary employee meals
• Complimentary car parking (onsite)
• Complimentary bicycle parking (onsite)
• Bus transit reimbursement
• Complimentary uniform laundering
• Discounted and complimentary room nights at The Peninsula Hotels
• 50% restaurant discount
• Retirement plan with 4% company match

The Peninsula Beverly Hills is an Equal Opportunity Employer.

Please note, candidates must be eligible to work in the United States if hired.

Hourly Rate: $27.81 per hour.