Front Office Agent

The Maybourne Beverly Hills; Beverly Hills (CA); On-site; USD 28,000 - 41,000; 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 is seeking a Front Desk Agent to deliver a 5-Star luxury experience through impeccable guest service. You will welcome guests on arrival, manage check-ins/outs, and coordinate with hotel operations to ensure seamless service across outlets in a fast-paced luxury environment.

Ideal candidates bring 2 years in luxury hospitality, exceptional interpersonal skills, and a dependable, detail-oriented work ethic.

Qualifications

• 2-years’ experience in a similar hotel environment.
• Prior luxury hospitality experience is preferred.
• Excellent interpersonal and customer service skills are required.
• Must be dependable and available to work weekends, nights and/or holidays based on business demands.
• Must possess good attitude, attention to detail, and ability to work well under pressure.

Responsibilities

• Assist with the arrival/departure of guests ensuring all relevant information is communicated to hotel operations teams.
• Assist with service requests (hotel/spa/restaurant reservations etc.).
• Provide project management assistance including housekeeping scheduling, engineering/maintenance requests, and Out-of-Town instruction requests.
• Manage pre-arrival communications and preferences.
• Accommodating in-house guest requests, ensuring a high level of guest satisfaction.
• Maintain accurate logs of special requests and ensuring requests are blocked in PMS or front office system.
• Answering and directing inbound calls to the hotel and coordinating mailed correspondence.
• Understand the selling strategy for the hotel by knowing the status of room inventory.
• Memorize hotel facilities and give clear directions to the hotel for inquiring guests.
• Perform other reasonable job duties as requested by Supervisors.

Skills

Customer service

Interpersonal skills

Attention to detail

Work under pressure

Job description

Summary of Position

The Front Desk Agent for Maybourne Beverly Hills is responsible for interacting one on one with guests and delivering 5-Star luxury experience while following hotel’s standards to ensure guest satisfaction. The responsibilities for the role include welcoming guests upon arrival with check-ins and ensure a seamless departure during check-outs, provide exceptional customer service in person and over the telephone, ensure appropriate billing and invoice are processed according to standards, maintain confidentiality for proper record-keeping of guest accounts, partnering with other departments to meet company goals and ensure the guests are satisfied and expectations are exceed in all outlets of the hotel, have good communication skills to clearly and concisely recover any service opportunities and ensure optimum service to guests.

Roles and Responsibilities

Job duties include; although are not limited to:

• Assist with the arrival/departure of guests ensuring all relevant information is communicated to hotel operations teams and residence is in exceptional condition
• Assist with service requests (hotel/spa/restaurant reservations etc.)
• Provide project management assistance including housekeeping scheduling, engineering/maintenance requests, and Out-of-Town instruction requests
• Manages pre-arrival communications and preferences
• Accommodating in-house guest requests, ensuring a high level of guest satisfaction
• Maintaining accurate logs of special requests and ensuring that requests are blocked in PMS or front office system
• Answering and directing in-bound calls to the hotel and frequently using email and fax systems, coordinating and responding to mailed correspondence
• Understanding the selling strategy for the hotel by knowing the status of room inventory and following it
• Memorizing hotel facilities and giving clear directions to the hotel for inquiring guests
• Perform other reasonable job duties as requested by Supervisors.

QUALIFICATIONS:

• 2-years’ experience in a similar hotel environment
• Prior luxury hospitality experience is preferred
• Excellent interpersonal and customer service skills are required
• Must be dependable and available to work within the hotel on weekends, nights and/or holidays based on business demands.
• Must possess good attitude, attention to detail, and ability to work well under pressure

PHYSICAL REQUIREMENTS:

• Ability to lift, carry, and maneuver luggage and other items weighing up to 75 lbs.
• Frequent standing, walking, and pushing/pulling of luggage carts for extended periods.
• Ability to bend, kneel, and reach as needed for luggage handling or assisting guests.
• Comfortable working both indoors and outdoors, potentially in varying weather conditions.
• Must maintain physical stamina to perform duties efficiently in a fast-paced environment.

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.*