Overnight Guest Relations Supervisor

Hotel Bel-Air is seeking a Permanent, Full time Overnight Guest Relations Supervisor to join the Rooms - Front Office team onsite in Los Angeles, CA. This overnight leadership role supports guest experiences, helps train and manage the overnight guest relations team, and steps in as Manager on Duty when the Overnight Manager is off. If you value guest service, team coaching, and operational responsiveness, this role offers a strong benefits package and room for leadership.

What you’ll do

• Supervise and train the overnight guest relations team, including on-the-job training and ongoing training initiatives.
• Welcome and depart guests courteously and efficiently.
• Process payments in line with established hotel procedures.
• Be a point of contact for guest and visitor inquiries by providing accurate information.
• Support and understand the purpose behind NEXUS, including holding the team accountable to its usage and monitoring knowledge of department goals and related NEXUS metrics.
• During your day, be responsible for the Guest Relations Researchers, Creative Planner, Taskmasters, Guest Relations Hosts, Expert Hosts (Concierge), and Bell teams.
• Ensure guests receive the best experience, including personalized service for VIPs and children, and proactive handling of problems or missed expectations.
• Respond to Guest Relations Manager emails and action requests as needed.
• On days when the Overnight Manager is scheduled off, act as the Manager on Duty during your Overnight shift.
• Support additional operational needs that may arise, such as assisting with Housekeeping or Bell requests and inquiries.
• Report directly to the Overnight Manager for additional support and guidance.

What you bring

• Strong ability to build relationships, communicate clearly, multitask, and foster a team through coaching and counseling.
• Detail oriented approach to service delivery and follow-through.
• Great communication skills with a strong customer service ethic.
• Ability to communicate comfortably in English, the primary language used in the hotel.

Schedule and role demands

• Varying schedules including weekends and holidays to meet hotel demands.
• Flexibility to potentially work more than 8 hours in a given shift depending on circumstances.
• Light work standing and walking frequently for up to an entire shift.
• Occasional bending, squatting, twisting, and turning.
• May require exerting up to 10-15 pounds occasionally and 25 or more pounds occasionally, plus frequent negligible force for reaching, lifting, carrying, pushing, pulling, grasping, and manipulating items.
• Frequent computer keyboard and mouse use, including vision and hearing, and the ability to talk.

Technologies used

• NEXUS
• Outlook

Compensation and benefits

Salary: USD 35 - 35 per hour.

• Medical/Dental/Vison Benefits
• Pension/401k Plan
• Sick Time
• Vacation Time
• Free Meals on Duty
• Uniform provided with complimentary laundry included
• Exclusive Access to a discount platform featuring 1000s of retailers
• Hotel Benefits
• Complimentary stays with breakfast included in all Dorchester Collection hotels (stay once a year at each hotel) with a tenured tiered program
• 50% off at restaurants within all of our Dorchester Collection hotels

Job Location: 701 Stone Canyon Road, 90077, Los Angeles, USA (onsite).