Assistant Bell Captain

Since 1947, The Colony Palm Beach has been the center of Palm Beach social life hosting-- U.S. Presidents, European Royalty and welcoming travelers from around the world. Be part of a historic, luxury boutique hotel exhibiting polished charm and ambiance only steps away from world-famous shopping and dining on Worth Avenue and the crystal blue waters of the Atlantic Ocean.

For more information visit http://thecolonypalmbeach.com

The Colony Palm Beach is an Equal Opportunity Employer and a Drug-Free Work Place

Job Overview:

Assist with training and supervising Bell Attendants, Door Persons and Valet Attendants ensuring that all procedures are performed to the hotel’s standards. Perform the daily responsibilities of these positions and assist where necessary to ensure optimum service to guests and visitors.

Essential Job Functions:

• Ensure that the Bell/Valet Desk is attended at all times; that all posting positions are maintained.
• Ensure that all guest's valet experiences are memorable, unique and as per the hotel's standards
• Document any late or absent employees.
• Assist with scheduling and coordinating staff breaks.
• Communicate anticipated business demands daily with each employee (arrivals/departures, group functions, etc).
• Maintain complete knowledge of:
  • All hotel features/services, hours of operation.
  • All hotel restaurant food concepts, menu price range, dress code and ambiance.
  • All hotel room types, number/names, layout, appointments, amenities and locations.
  • Daily house count and expected arrivals/departures (particularly V.I.P.s).
  • Scheduled daily group activities, names and location of meeting/banquet rooms.
  • Local events, attractions, holiday schedules.
• Assist the Bell Captain with ensuring staff's knowledge of hotel’s services, features and amenities.
• In the Bell Captain’s absence, assign specific tasks as they arise to the staff according to the rotation sequence.
• Open doors and assist guests/visitors entering and leaving the property.
• Welcome and greet guests and visitors.
• Monitor and direct personal and vehicle traffic on property, including guest vehicles, taxi cabs, limousines, and buses, to ensure vehicles are legally parked and to maintain a smooth and efficient flow of traffic.
• Transport guests to and from local points in a company vehicle.
• Drive, park, and retrieve guest vehicles as they arrive and depart from the hotel.
• Transport guest luggage to and from guest rooms/villas.
• Assist guests with amenities, including but not limited to bikes, SUP boards, beach umbrellas and chairs, towels, beach set-up orders, etc.
• Assist the Bell Captain with overseeing and ensuring that all equipment and amenities are in a good condition.
• Ensure that company vehicles are in a clean and good condition.
• Escort guests to assigned rooms/villas.
• Assist with luggage storage and retrieval.
• Deliver amenities, mail, gift bags, ice or special request items to guest rooms in a timely manner.
• Assist guests/visitors in and out of vehicles, including assisting guests with loading/unloading luggage.
• Answer Bell Stand telephone within 3 minutes, using correct greeting and telephone etiquette.
• Document guest calls/requests for Bell Person assistance.
• Maintain security and accurate record of all guest room keys issued to Bell Staff.
• Monitor and maintain safety, security, and cleanliness of parking areas/levels, and report any vehicles/safety hazards, unauthorized personnel, or potential security problems to the manager/supervisor.
• Maintain security of vehicles and vehicle keys.
• Assist the Bell Captain with monitoring and ensuring that Bell/Valet Staff perform their job functions to the hotel’s expected level of service.
• Assist Bell/Valet Staff whenever necessary in performing all job functions.
• Participate in a formal training program on the required job functions with criterion expected and department orientation with new hires. Participate in ongoing training with existing staff.
• Assist the Director of Rooms with development and implementation of SOPs.
• Accommodate all guest requests in an accurate and efficient manner.
• Monitor and handle guest complaints following the instant pacification procedures and ensuring guest satisfaction.
• Coordinate group luggage requirements.
• Monitor and maintain cleanliness and working condition of departmental equipment/supplies.
• Assist Bell Captain with preparing work orders for equipment repairs.
• Monitor and maintain the condition of lobby, hotel entrance, bell desk, valet stand and luggage storage areas.
• Ensure that all pertinent information is documented in the log book daily.
• Maintain knowledge of all safety and emergency procedures and is aware of accident prevention policies.
• Successful completion of the training/certification process.
• Responsible for opening and closing parking area or facility.
• Document and report all vehicle incidents like damages, accidents, theft, missing articles etc.
• Report accidents, injuries, and unsafe work conditions to the supervisor or manager.
• Re-route traffic when parking facility reaches maximum capacity and ensure staff is informed.
• Develop and maintain positive working relationships with others.
• Maintain a clean and professional appearance.
• Comply with quality assurance expectations and standards.
• Perform other duties as assigned by supervisor.

SECONDARY FUNCTIONS:

• Assist Front Desk staff with guest room tours.
• Retrieve theater tickets, flowers and other items as requested.

Qualifications:

• Ability to enforce hotel’s standards, policies and procedures with Bell/Valet staff.
• Ability to prioritize and organize work assignments; delegate work to staff.
• Outstanding leadership and organization skills.
• Ability to direct performance of staff and follow up with corrections where needed.
• Ability to be a clear thinker in pressure situations and exercise good judgments.
• Ability to work well under pressure of check-in/check-out of hotel guest/visitors and in coordinating all departmental functions.
• Ability to understand guest inquiries and provide responses.
• Ability to focus attention on guests' needs.
• Ability to exert physical effort in placing, removing and transporting guest luggage, up to 50 lbs.
• Ability to remain stationary at assigned post for extended periods of time.
• Ability to maintain confidentiality of guests and pertinent hotel information.
• Ability to ensure security of guest room access and hotel property.
• Ability to work with minimal supervision.

Education/Experience Requirements:

• High school or equivalent.
• Previous supervisory experience preferred.
• Valid driver’s license acceptable by the hotel's vehicle insurance carrier.
• Good driving record.
• Ability to drive standard and manual transmission.
• Previous 1 year of experience as a Bell/Valet Attendant in a luxury hotel/resort.
• Thorough knowledge of hotel services and amenities.
• Ability to satisfactorily communicate with guests and visitors, management and co-workers to their understanding.
• Ability to perform basic mathematical computations.
• Ability to provide legible communication and directions.
• Previous guest relations training.
• Ability to work various shifts, weekends and holidays.

Physical Requirements: