- Follow all service standards at every interaction with a guest such as brand and Forbes Standards
- Retrieve guest items from cars, busses, vans and carts. Grasp, lift, carry and/or load luggage and packages onto a bell cart to transport items throughout hotel to designated room in a safe and timely manner according to the procedures and standards
- Store and retrieve luggage to and from the Bell Closet accurately using Standard Operating Procedures while fully aware of importance of accuracy at all times
- Keep the bell closet organized according to the departmental procedures
- Retrieve all packages from loading dock and communicate to concierge on duty for recording. Deliver packages accurately to in-house guests
- Deliver requested amenities, faxes, gift amenities, as well as all other requested items not listed
- Promote hotel facilities including Grana, The Fed, Private Kitchen
- Contribute to positive working team environment
- Communicate all challenges and possible guest related inquiries to supervisor or appropriate department and ensure of follow through
- Post in designated areas and be ready to provide exceptional and prompt service at all times. Ensure to communicate with front of the house colleague anytime stepping away from the posted areas
- Actively participate in a daily audit process to ensure consistent delivery of service
- Complete paper work (i.e. gift bag delivery) in neat, timely and accurate manner
- Reports suspicious behavior or hotel patrons to hotel security personnel
- Navigate bell cart through public areas, guest room corridors and to elevators. Requires physical stamina to stand, lift, carry and walk continuously for duration of shift
- Must be available to work various shifts including weekends and nights
- Familiarize daily events, group and VIPs at the beginning of each shift
- Assist guest flow through hotel giving assistance and directions to restaurant and other guest / client facilities
- Listen and respond to guest inquiries using a positive, clear speaking voice. Answer questions and offer assistance giving accurate information regarding outlet hours, other hotel services, directions to local attractions or function rooms, etc.
- Additional duties not listed may also be required by Supervisor
SUPPORTIVE FUNCTIONS - Cover Doorman & Concierge for breaks
- Attend monthly departmental meeting and any required meetings
- Consistent attendance and punctuality as outlined by supervisor
JOB KNOWLEDGE, SKILL AND ABILITY - Ability to effectively assist guests, some of whom will require high levels of patience, tact and diplomacy to defuse anger and collect accurate information
- Ability to solve problems and use good judgment when interacting with guests and employees
- Sufficient manual dexterity in one hand to be able to load and unload luggage
- Strong team spirit
- Desire to focus on outstanding guest service
- Consistent attendance and punctuality as outlined by supervisor
EDUCATION AND/OR EXPERIENCE - Previous experience in five star standards preferred
- Previous experience in working with international colleagues preferred
CERTIFICATES, LICENSES, REGISTRATIONS - CPR certification a plusPHYSICAL DEMANDS
- Able to grasp, lift and/or carry or otherwise move packages, boxes and luggage up to 100 lbs, walk, climb, kneel, squat, bend, push pull throughout shift
- Ability to stand and/or sit and continuously perform essential job functions
Source: Hospitality Online -
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Description
PURPOSE AND OBJECTIVES OF POSITION
Provide exceptional and prompt service to ensure guests memorable stays while delivering all Forbes, Leading Quality, Brand standards and departmental procedures at all times. Through proficient knowledge of the standards and the ability to deliver anticipatory sincere service, increase guest loyalty
ESSENTIAL DUTIES AND RESPONSIBILITIES
