Guest Experience Leader, Front Office & Concierge

The London West Hollywood at Beverly Hills; West Hollywood (CA); On-site; USD 43,000 - 45,000; Full time

Job summary

The London West Hollywood at Beverly Hills is seeking an Assistant Front Office Manager to lead the Front Office, Bell, and Concierge teams in delivering exceptional guest experiences in West Hollywood, CA. You will support scheduling, training, and daily operations while maintaining high standards of professionalism and guest satisfaction.

Responsibilities include overseeing front desk operations, reservations, VIP handling, and collaboration with other departments, with a focus on revenue

Qualifications

• High School diploma or GED required.
• At least 18 years of age.
• Strong computer skills and proficiency with hotel property management systems.
• Excellent reading, communication, and interpersonal skills.
• Ability to work under pressure with professionalism and composure when resolving guest concerns.
• Minimum of 2 years of supervisory or leadership experience in a hotel, resort, or hospitality environment preferred.
• Previous Front Office, Guest Services, or Rooms Division experience required.
• Demonstrated leadership, organizational, and problem-solving abilities.
• Ability to work flexible schedules, including evenings, weekends, and holidays.

Responsibilities

• Oversee the daily operations of the Front Office, Bell, and Concierge teams.
• Assist with scheduling and staffing to ensure coverage and service levels.
• Support training, coaching, and development of Front Office team members.
• Monitor adherence to hotel policies, procedures, and service standards.
• Attends and/or conducts team briefings as needed.
• Maintains a personal demeanor that is friendly, cheerful, and courteous at all times.
• Greets guests by name whenever possible.
• Ensures that all guests feel welcomed and valued throughout their stay.
• Assists with monitoring VIP arrivals, special requests, and guest recovery situations.
• Generates reservations for restaurant, transportation, and hotel/resort amenities.
• Ensures guest satisfaction by responding to guest inquiries with accurate information and a positive attitude.
• Answers inquiries pertaining to hotel services, guest registration, shopping, dining, entertainment, and travel directions.
• Responds to phone calls and ensures guest mail, packages, and messages are handled appropriately and in a timely manner.
• Promotes hotel amenities and services to guests using personal knowledge and effective selling techniques.
• Responds to and resolves guest questions, issues, and complaints in a timely and professional manner.
• Provides constant and consistent communication with other departments and supervisors/managers to ensure guest satisfaction and operational efficiency.
• Reviews daily operational reports and follows up on issues requiring management attention.
• Assists with monitoring room inventory, occupancy levels, and rate strategies to maximize revenue opportunities.
• Ensures compliance with hotel policies, procedures, cash handling standards, and service expectations.
• Handles cash, credit card transactions, currency conversions, and other financial transactions as required.
• Posts charges such as room, food, beverage, and other guest charges to guest accounts.
• Computes or adjusts bills, collects payment, and assists with billing inquiries.
• Serves as Manager on Duty as assigned and provides operational support.
• Assists the Director of Front Office Operations in achieving departmental goals related to guest satisfaction, employee engagement, and operational performance.
• Perform other duties as assigned.

Skills

Supervisory experience

Hotel operations

Customer service

Cash handling

Education

High School diploma or GED

Tools

PMS

Job description

The London West Hollywood at Beverly Hills is seeking an Assistant Front Office Manager to lead the Front Office, Bell, and Concierge teams in delivering exceptional guest experiences in West Hollywood, CA. You will support scheduling, training, and daily operations while maintaining high standards of professionalism and guest satisfaction.

Responsibilities include overseeing front desk operations, reservations, VIP handling, and collaboration with other departments, with a focus on revenue