Agent - Guest Communication Center
At a glance
Mid-level Communications role at HSH. Beverly Hills · no salary stated · we estimate $77,514–$133,424 across the United States.
HSH has not published a salary for this role. The figure below is our estimate, not theirs.
growthroles summary, based on the employer's posting.
What you'll do
- Answer a steady flow of calls quickly and professionally while meeting the hotel's service standards
- Use PenChat to handle guest messages about in-room dining, spa appointments and other hotel services
- Coordinate guest needs with hotel departments so requests are completed accurately and promptly
- Provide business center help by printing and carefully handling guests’ confidential documents
What you bring
- You communicate clearly in speech and writing, using a professional, guest-focused manner
- You can prioritize calls, messages and several guest needs at once in a busy environment
- You can use multiple computer applications and show sound judgment while handling daily work independently
- You are available for staggered shifts, weekends and holidays
Who this fits
This role suits someone who enjoys direct guest communication and can manage several requests at once. Previous work in luxury hospitality or a similar guest-service setting is preferred. You must have authorization to work in the United States, and the schedule includes weekends and holidays.
From the employer
The Peninsula Beverly Hills is seeking a Guest Communications Center Agent who possesses genuine warmth, exceptional communication skills, and a passion for delivering personalized luxury hospitality. This position serves as a central point of communication between guests and hotel departments, requiring the ability to manage multiple requests efficiently while maintaining the highest standards of guest service.
• Work for an award-winning luxury hotel group
• Learn and grow within a diverse multi-outlet property
• Exceptional benefits package
Key Accountabilities
• Answer and manager a high volume of incoming calls promptly, professionally, and efficiently while adhering to Peninsula Service Standards.
• Monitor and respond to guest inquiries and requests through PenChat, the hotel's 24-hour messaging platform, including In-Room Dining orders, spa appointments, and other hotel services.
• Communicate and coordinate guest request with various hotel departments to ensure prompt, accurate, and seamless service delivery.
• Provide business center services, including handling and printing confidential guest documents with accuracy and discretion.
General Requirements
• Previous experience in luxury hospitality or a similar guest service environment preferred.
• Excellent verbal and written communication skills with a progessional and guest-focused approach.
• Strong organizational and multitasking skills, with the ability to prioritize high-volume calls, digital messages, and multiple guest requests simulataneously.
• Ability to work independently, exercise sound judgement, and demonstrate initiative in fulfilling daily responsibilities.
• Proficiency in computer systems and the ability to navigate multiple applications simulataneously.
• An open and flexible schedule (shift start times will be staggered) with the ability to work on the weekends and holidays
Competitive Benefits Including:
• 100% company-paid medical, dental and vision coverage
• Paid time off
• Complimentary employee meals
• Complimentary car parking (onsite)
• Complimentary bicycle parking (onsite)
• Bus transit reimbursement
• Complimentary uniform laundering
• Discounted and complimentary room nights at The Peninsula Hotels
• 50% restaurant discount
• Retirement plan with 4% company match
We are delighted to receive your resume for further consideration. The Peninsula Beverly Hills is an Equal Opportunity Employer. Please note, candidates must be eligible to work in the United States if hired. Hourly Rate: $27.81 per hour.
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