Overnight Bellperson/ Valet - Memphis, United States - The Peabody Hotel Group

Description

ESSENTIAL JOB FUNCTIONS

• Maintain complete knowledge of and comply with all departmental policies, service procedures and 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.
• Be familiar with all hotel services/features and local attractions/activities in order to respond to guest inquiries accurately.
• Resolve guest complaints, ensuring guest satisfaction.
• Monitor and maintain cleanliness, sanitation and organization of assigned work areas.
• Transport guest luggage from the point of arrival at the hotel to their assigned room.
• Transport guest luggage from current room to reassigned room for room changes.
• Transport guest luggage from their room to the point of departure from the hotel.
• Assist in locating guests' lost luggage, logging and notifying guests of luggage delivered by airlines.
• Correctly tag, store and retrieve luggage from storage locations.
• Identify and explain the following hotel facilities and features to guests while escorting them to their rooms:
• Concierge Desk.
• Duck March.
• Lobby Lounge.
• Peabody Deli and Desserts.
• Capriccio Grill.
• Chez Philippe.
• Retail Outlets.
• Convention Areas.
• Recreation Level.
• Identify fire exit closest to guest's room and explain safety features of assigned room.
• Demonstrate use of room key to guests.
• Place guest luggage inside room using luggage rack or place per guest request.
• Identify and explain guest room features to include use of

* air conditioning/heat units and thermostat controls.
* telephone (inform of charges and 2nd line).

• HSIA in all guest rooms and public areas.

* television (interactive services, pay channels, information channel, games, WebTV).
* guest services directory, including room service menu.
* in-room safe.
* lights.
* bathroom amenities.
* extra pillows, blankets and robes.
* valet/laundry services, ironing board.
* door lock.
* ice.

• Maintain accurate knowledge of scheduled functions within the hotel in order to direct guests to correct locations.
• Relay accurate directions to guests regarding inquiries about transportation within the local area.
• Maintain accurate log record of guest calls for Bell Person assistance.
• Answer Bell Stand telephone within 3 rings using correct greeting and telephone etiquette.
• Remain in assigned post position, maintaining correct stance.
• Properly log and track all luggage handled for porterage inclusive groups.
• Deliver items to guest rooms promptly per guest or associate request to include: messages.

* mail, faxes.
* packages.
* flowers.
* sundry items.
* gift items.

• Deliver USA Today newspaper by 6 a.m. to specified guest rooms.
• Monitor and maintain appearance of lobby areas and luggage holding room.
• Polish brass luggage carts and maintain cleanliness of carts.

SECONDARY JOB FUNCTIONS

• Assist Front Desk with guest room tours.
• Assist Door Person with unloading and loading of vehicles.
• Provide shoeshine service.
• Assist Concierge staff with guest requests and services.

QUALIFICATIONS

Essential:

• Fluency in English, both verbal and written.
• Ability to provide legible communication and directions.
• Ability to compute basic arithmetic.
• Ability to: perform job functions with attention to detail, speed and accuracy.

* prioritize and organize.
* be a clear thinker, remaining calm and resolving problems using good judgment.
* follow directions thoroughly.
* understand guests' service needs.
* work cohesively with associates as part of a team.
* work with minimal supervision.
* maintain confidentiality of guest information and pertinent hotel data.
* satisfactorily communicate with guests, management and co-workers in a courteous, empathetic and discreet manner.
* maintain regular and punctual attendance.
* adhere to Peabody grooming standards.
* exemplify Peabody Service Excellence.


Desirable:

• High school graduate or equivalent vocational training certificate.
• Knowledge in a foreign language.
• Experience in Hospitality Industry in similar position.
• Ability to suggestively sell.
• Ability to input and access information in the property management system/computers/point of sales system.
• Previous guest relations training.

PHYSICAL ABILITIES

Essential:

• Exert physical effort in transporting 500 pounds including up and down inclines.
• Ability to bend, squat, kneel, climb (including stairs) and reach up to 2 feet.
• Ability to lift, carry, and store in overhead areas approximately 50 pounds.
• Remain in posted position throughout work shift.
• Ability to hear guest voices through a closed door.