Director of Guest Relations

Maybourne Group; Beverly Hills (CA); On-site; USD 100,000 - 105,000; Full time

Benefits offered by this job

Flexible Spending

Paid Time Off

Colleague Referral Incentive Program

Employee Assistance Program

Parking

Employee Recognition Programs

Colleague meals

Job summary

The Maybourne Beverly Hills invites applications for the Director of Guest Relations. This role leads concierge, Page and Driver teams, driving exceptional guest experiences and VIP services in a luxury hotel setting.

Direct reporting to the Front Office leadership, you will articulate a strategic vision for guest journeys. We seek a hospitality leader with 2–3 years of progressive guest relations leadership experience, outstanding communication, and a passion for delivering world-class service.

Qualifications

• Bachelor's degree preferred.
• Minimum experience in guest relations leadership in hospitality.
• Strong communication and interpersonal skills required.

Responsibilities

• Elevate guest experience with personalized and anticipatory service.
• Address inquiries and concerns promptly and professionally.
• Serve as cultural ambassador, upholding hotel values.
• Share knowledge about hotel offerings and local attractions.
• Cultivate relationships with repeat guests and note special occasions.
• Coordinate with departments to meet guest needs and expectations.
• Manage and resolve guest issues, using feedback for improvement.
• Oversee concierge, ensuring seamless itineraries for guests.
• Lead Page and Driver teams for polished arrivals and departures.
• Coordinate requests with Front Office, Housekeeping, Dining and others.
• Facilitate integrated experience through clear communication.
• Oversee VIP guest management and bespoke services.
• Analyze guest feedback and metrics to drive satisfaction.

Skills

Proven experience in guest relations

Strong organizational skills

Interpersonal skills

Exceptional communication skills

Familiarity with hospitality tech/syst

Education

Bachelor's degree in Hospitality Management or related field

Job description

If you are unable to complete this application due to a disability, contact this employer to ask for an accommodation or an alternative application process.

Director of Guest Relations

Front Office Full Time Management

3 days ago Requisition ID: 1882

Salary Range: $100,000.00 To $105,000.00 Annually

Job Overview

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.

Summary of Position

The Director of Guest Relations role will play a pivotal role in creating unparalleled guest experiences, fostering lasting relationships, and ensuring the upmost satisfaction of our esteemed guest. As the orchestrator of exceptional guest experiences, you will embody our commitment to unparalleled service, creating lasting impressions for our guests. This position reports directly to the Director of Front Office.

Roles and Responsibilities

Job duties include; although are not limited to:

• Elevate the overall guest experience by providing personalized and anticipatory services.
• Ensure that guest inquiries, requests, and concerns are addressed promptly and with the highest level of professionalism.
• Serve as a cultural ambassador of the hotel, embodying its values and delivering a warm welcome to all guests and colleagues.
• Share in-depth knowledge about the hotel's offerings, amenities, and local attractions.
• Cultivate strong and lasting relationships with repeat guests, acknowledging special occasions and preferences.
• Collaborate with various departments to ensure seamless coordination in meeting guest needs and expectations.
• Effectively manage and resolve guest concerns or issues, ensuring swift and satisfactory solutions.Utilize feedback to continuously improve and enhance the guest experience.
• Oversee and lead concierge ensuring the creation of seamless, personalized, and effective itineraries that enhance the guest journey.
• Provide leadership and oversight to the Page and Driver teams, ensuring polished presentation, efficient transportation coordination, safety compliance, and a consistently elevated arrival and departure experience.
• Collaborate with front office, housekeeping, dining, and other departments to coordinate special requests and ensure a cohesive guest journey.
• Facilitate effective communication to provide a seamless and integrated experience.
• Oversee the management of VIP guests, coordinating special arrangements, amenities, riders and bespoke services.
• Analyze guest feedback and performance metrics to drive continuous improvement and elevate overall guest satisfaction scores.
• Strong oversight of complimentary services and gifts in relation to amenity costs, forecasting, expense control, and financial accountability to ensure alignment with departmental and property goals.
• Drive the creative development of guest amenities and experiences, providing strategic vision and innovative input to ensure offerings are distinctive, brand-aligned, and memorable.

QUALIFICATIONS:

• Proven experience in guest relations or a similar role, preferably in a luxury hotel environment.
• Strong organizational and interpersonal skills with a passion for delivering exceptional guest service.
• Exceptional communication skills and the ability to interact professionally with guests and team members.
• Familiarity with industry-leading technology and systems.
• Bachelor's degree in Hospitality Management or a related field preferred.
• Minimum of [2-3] years of progressive experience in guest relations leadership or a related role within the hospitality industry.

PHYSICAL REQUIREMENTS:

• Prolonged periods of sitting at a desk and working on a computer.
• Prolonged periods of walking around and standing.
• Must be able to lift up to 50 pounds at times.

How you Demonstrate your Talent

The guests of The Maybourne Beverly Hills are our top priority. We take great pride to ensure that each and every guest has the most memorable experience that is enhanced by going the extra mile through providing the world‑class service our hotels are known for.

• Go the EXTRA mile in our efforts
• Be RESPECTFUL to our guests and colleagues
• Deliver service in a CARING fashion
• Be OUTSTANDING
• Express your own personality – Create your LEGACY
• Be your NATURAL SELF – Be genuine and sincere with the guest and colleagues

Who you would be working for

Maybourne Hotel Group owns and manages Claridge's, The Connaught, The Berkeley, The Maybourne Riviera, The Emory and The Maybourne Beverly Hills – six of the world's most renowned luxury hotels.

Our hotels have histories that stretch back over a century. And, while each one retains its timeless appeal and individual nature, we are committed to ensuring they are always in tune with the wants and wishes of today’s discerning guests.

A warm welcome and cool spirit define The Maybourne Beverly Hills, the newest member of our hotel family. Blending our signature service style with the energy of Beverly Hills, expect culinary creativity and contemporary comfort, all wrapped up in a landmark location. The Maybourne Beverly Hills is California, through and through.

COMPANY BENEFITS:

• Flexible Spending
• Paid Time Off
• Colleague Referral Incentive Program
• Employee Assistance Program
• Parking
• Employee Recognition Programs
• Colleague meals

*The Maybourne Beverly Hills participates in E-Verify.*