Bellperson On Call

JOB PURPOSE: To provide assistance and services for all guests, beginning in the lobby and

carrying throughout the hotel stay, in order to ensure pleasurable accommodations and

efficient handling of all guest needs.

ESSENTIAL JOB FUNCTION

• Use friendly and appropriate expressions when engaging guests; engage in conversation with as many guests as possible

•  Be pleasant, smile and greet all guests, using surnames when obtained.

• Be actively engaged with our guests. Identify the needs of our guests and meet these needs, aiming to exceed expectations at every opportunity.

• Ensure that all arriving and departing guests are treated with maximum courtesy and are served expeditiously.

• Store luggage according to hotel policies and procedures; assist, retrieve and load luggage and guests items.

• Be familiar with parking validation procedures.

• Assist in making reservations for restaurants and limousines for our guests; assist in airline ticket requests and taxi/shuttle scheduling as needed.

• Ensure the delivery of parcels, mail, laundry and special deliveries to guestrooms, executive offices, or meeting rooms.

• Ensure that the public areas, bell closet are maintained, clean and tidy.

• Follow-up with guest complaints to ensure that any problems are resolved by adhering to the service recovery process.

• Arrange special requests for guests including and not limited to flowers, rental cars, forwarding luggage, sight-seeing tours and advising of different quality local shopping areas.

• Utilize bell carts effectively and with caution.

• Ensure the floor is covered 100% of the time, including the Front Desk.

• Direct guests to the Front Desk or meeting rooms & aid guests in locating other areas of the hotel (walk them to destination if possible).

• Notify the Front Desk and Guest Services of VIP arrivals whenever possible.

• Be familiar with local attractions and businesses. Be sure to recommend on-site venues first.

• Be familiar with all hotel amenities (to include Wireless Internet, Select Guest Program,  GHA, Laundry Services, and Omni Kids Program).

• Be familiar with all hotel facilities (F&B Outlets, Business Center, Fitness Center, Outdoor Pool, Meeting Space & Parking Garage).

• Be familiar with the inter-relationship between the different departments (to include Ideal Services, Guest Services, Housekeeping, F&B Outlets, Banquets, Sales, Engineering and Purchasing).

• Follow all company policies and procedures; ensure clean uniform and professional personal appearance; maintain confidentiality of proprietary information; protect company assets.

• Perform other duties & special projects as assigned by the management team.

• Follow all company safety and security policies and procedures; report accidents, injuries, and unsafe work conditions; complete safety training and certifications.

QUALIFICATIONS:

•    Excellent customer service, communication, and problem-solving skills

•   Maintain a professional business appearance, attitude, and performance

•    Must be able to work a variety of shifts, including weekends and holidays.

•   Prior customer service experience required, preferably in hotels.  

ENVIRONMENT & POSITION ANALYSIS:

• Lift, carry, and place objects weighing up to 50 lbs without assistance.

• Move, push, and pull objects weighing up to 100 lbs without assistance.

• Stand, walk or sit for an extended period or for an entire work shift. 

• Requires constant motion, including bending, pushing, and pulling.