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Guest Service Agent

Job Code: 2911
Location: Viceroy L'Ermitage Beverly Hills
Department: Front Office


Position Title: Guest Service Agent
Department: Front Desk

Company Overview:

Viceroy L'Ermitage Beverly Hills is an icon and private sanctuary. Every door reveals a suite. Each encounter is a first impression, and every guest a resident and celebrity. 

Job Description:

 Process 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.

General Responsibilities Include:

  • Maintain complete knowledge of and comply with all departmental policies/service procedures/standards.

  • Maintain complete knowledge of correct maintenance and use of equipment.Use equipment only as intended.

  • Anticipate guests’ needs, respond promptly and acknowledge all guests, however busy and whatever time of day.

  • Maintain positive guest relations at all times.

  • Resolve guest complaints, ensuring guest satisfaction.

  • Monitor and maintain cleanliness, sanitation and organization of assigned work areas.

  • Maintain complete knowledge at all times of:

  • all hotel features/services, hours of operation.

  • all room types, numbers, layout, decor, appointments and location.

  • all room rates, special packages and promotions.

  • daily house count and expected arrivals/departures.

  • room availability status for any given day.

  • scheduled daily group activities.

  • Obtain assigned bank and ensure accuracy of contracted monies. Keep bank secure at all times.

  • Meet with Supervisor to review daily assignments and priorities.

  • Meet with departing Guest Service Agent to review business status and follow up items.

  • Answer department telephone within 3 rings, using correct greeting and telephone etiquette.

  • Promote positive guest relations to all individuals approaching the Front Desk.

  • Process all guest check-ins.

  • Confirm reservation in system and review all noted information.

  • For guests without a reservation, sell a room type agreed upon.

  • Verify registration card information with the guest.

  • Obtain back-up information for guest credit/payment method and input into system; collect cash when designated.

  • Assign guest room.

  • Inform guest of room safe and mini-bar key and room key procedures.

  • Communicate services and amenities of the hotel to guests.

  • Direct Bell Person to escort guest and transport their luggage to the room.

  • Maintain guest history files on all guests.

  • Communicate VIP arrivals to designated personnel for escort and delivery of amenities.

  • Set up accurate accounts for each guest checking in according to their requirements (i.e., sharewiths, separate room/tax/incidentals, comp).

  • Block rooms in computer and follow through on designated requirements.

  • Pre-register designated guests and prepare key packets.

  • Communicate pertinent guest information to designated departments/personnel (i.e., special requests, amenity delivery).

  • Resolve discrepancies on the room status report with Housekeeping.

  • Present folio to guest and resolve any disputed charges.

  • Settle guest accounts.

  • Handle requests for late check-outs.

  • Conduct group check-ins/outs.

  • Assist all departments/executives in obtaining appropriate information regarding groups, inventory and guest information.

  • Adhere to all cashiering procedures:

  • Count and secure bank.

  • Complete designated cashier reports.

  • Document pertinent information in the log book and guest profile


Skills/Knowledge Required:

  • The ability to listen to, assess, and appropriately respond to information conveyed through speech

  • The ability to convey technical information through writing to a nontechnical audience so the recipients easily understand the information and can quickly and correctly apply it.

  • The ability to exercise the personal discipline and extra diligence to assure that projects are completed on timely basis.

  • The ability to subordinate one’s personal agenda in favor of working collaboratively with the team to achieve departmental goals

  • The ability to motivate and inspire others to work cooperatively to achieve a designated goal.

            The 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 tasks
  • Must be able to lift, push, and pull up to 25lbs. on a regular and continuing basis
  • Must be able walk, stand and exert well placed mobility for up to eight (8) hours
  • Requires grasping, writing, standing, sitting, walking, repetitive motions, listening and hearing ability and visual acuity


Qualification Standards:

Education: College degree preferred.

Experience: 1 to 2 years of previous experience in a similar position in a luxury hotel preferred

Licenses or Certificates: none

Grooming: All colleagues must maintain a neat, and well groomed appearance (specific standards will be provided)

This job description in no way states or implies that these are the only duties to be performed by the colleague occupying this position. Colleagues will be required to perform any other job-related duties assigned by their supervisor.

Viceroy Hotel Group is a leading hotel company that combines desirable location, unique design, destination dining and personalized service that touches the heart and soul of our guests. As an industry leader in creativity and innovation, our hotels draw upon the diverse backgrounds and talent of our extraordinary team for optimal success.


L’Ermitage participates in the Department of Homeland Security's E-Verify Program to verify the employment eligibility of all newly hired employees.  Please review this important notice: 

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