Guest Relations - Manager

Job description

About The Peninsula Beverly Hills The Peninsula Beverly Hills has always been a hotel that does things a little differently. For more than thirty-five years, we've built our reputation not simply on luxury, but on understanding people. We believe the smallest details matter, that genuine hospitality cannot be scripted, and that the most memorable experiences are often the ones guests never see. We're large enough to be ambitious, yet intimate enough that every decision matters. We know our guests by name. We welcome families across generations. We celebrate culture, food, art, beauty, and the simple pleasure of making someone feel genuinely at home. Today, we're building on that legacy. We're creating experiences that feel original, nurturing talent that wants to grow, and challenging ourselves to continually redefine what a luxury hotel can be. If you're excited by thoughtful hospitality, inspired by high standards, and motivated by the opportunity to help shape the future of one of the world's great hotels, we'd love to meet you. The Opportunity The best part about working in a hotel is that the world comes to you. Every day you'll meet people from around the globe—artists, entrepreneurs, diplomats, families, innovators, and travelers celebrating life's biggest moments. Your role isn't simply to welcome them. It's to understand them. As Guest Relations Manager, you'll work alongside the Director of Guest Relations to create experiences that are thoughtful, personal, and impossible to replicate. This is not a role built around amenities or scripted gestures. It's about curiosity, observation, and creating moments that make every guest feel genuinely known. We're looking for someone who believes hospitality is deeply personal. Someone who enjoys learning about people, remembers the details that matter. What You'll Do Welcome guests with warmth, confidence, and genuine hospitality from arrival through departure. Build meaningful relationships with guests, ensuring every stay feels personal, memorable, and uniquely Peninsula. Maintain detailed guest profiles, transforming information into thoughtful recognition rather than simply recording preferences. Create personalized experiences that celebrate milestones, anticipate needs, and surprise guests in authentic and meaningful ways. Partner closely with Front Office, Concierge, Housekeeping, Food & Beverage, and every guest-facing department to deliver seamless experiences. Respond quickly and thoughtfully to guest requests while identifying opportunities to exceed expectations. Help shape guest recognition strategies that strengthen loyalty and encourage lasting relationships with the hotel. Look beyond today's stay by learning what matters to each guest and ensuring those insights continue to enhance future visits. Represent The Peninsula Beverly Hills with professionalism, warmth, discretion, and genuine care in every interaction. About You You are naturally curious about people. You enjoy conversations as much as you enjoy details. You remember names, notice preferences, and understand that the smallest gestures often leave the greatest impression. You are calm under pressure, thoughtful in your approach, and genuinely enjoy making others feel welcome. You communicate with confidence and warmth, work well across departments, and understand that the best guest experiences are always created together. Most importantly, you believe luxury isn't about extravagance. It's about making every guest feel seen, understood, and remembered. At The Peninsula Beverly Hills, your success won't be measured by the number of VIP arrivals you manage, but by the relationships you build and the memories you help create. Every guest has a story. Your role is to become part of it. Working alongside the Director of Guest Relations at The Peninsula Beverly Hills, we are seeking a Guest Relations Manager who possesses a genuine warmth and sense of hospitality. • Work for an award-winning luxury hotel group • Learn and grow within a diverse multi-outlet property • Exceptional benefits package Key Accountabilities • Maintain the quality, completeness, and accuracy of guest information • Enhance knowledge of guest preferences by ensuring detailed, meaningful, and accurate profile remarks and centralized guest comments are consistently maintained • Support Front Office staff members to ensure guest inquiries are attended in a timely manner. • Create personalized and thoughtfully crafted guest experiences through genuine acts of care, delivered with sincerity, warmth, and grace, fostering meaningful emotional connections with guests General Requirements • Demonstrate exceptional verbal and written communication skills, with the ability to communicate confidently and credibly with guests • Must be able to work well in a team environment and multitask under pressure • Exhibit creativity, flexibility, and adaptive thinking, transforming guest information and insights into meaningful acts of recognition and personalized emotional amenities that enhance the guest experience. • Serve as an ambassador of The Peninsula Beverly Hills by consistently upholding the hotel's standards of excellence, quality, and genuine care, while building positive relationships with guests. Benefits we o ffer • Paid time off • Complimentary employee meals • Complimentary car parking (onsite) • Complimentary bicycle parking (onsite) • Bus transit reimbursement • Complimentary uniform laundering • 50% restaurant discount • Retirement plan with 4% company match We are delighted to receive your resume for further consideration. To be eligible to apply, you must have a US work authorization. The annual salary for this position is $75,000.