JOB OVERVIEW:

Transport guest luggage to/from guest rooms. Escort guests to rooms and inform guests of all hotel services and features. Responsible for attending to immediate needs of each guest upon arrival and follow through attention throughout stay. Thorough knowledge of all hotel services and amenities.

REPORTS TO: Bell Captain

WORK ENVIRONMENT:

Hotel lobby, all guest areas and entrance areas.

Job involves working:

• under variable temperature conditions (or extreme heat or cold).
• under variable noise levels.
• outdoors/indoors.
• around fumes and/or odor hazards.
• around dust and/or mite hazards.
• around chemicals.

KEY RELATIONSHIPS:

Internal: Guest Services-Bell Captain, Guest Services-Employees in Bell/Door/Valet, Guest Services-Front Desk, Guest Services-Concierge, Director of Guest Services, Housekeeping, Property Operations, Restaurants; Guest Services-Aloha Manager

External: Hotel Guests and Visitors.

QUALIFICATIONS

Essential:

Valid Hawaii drivers' license. Good driving record – CLEAN DRIVING ABSTRACT 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 judgement.
• follow directions thoroughly.
• understand guest’s service needs.
• work cohesively with co-workers as part of a team.
• work with minimal supervision.
• maintain confidentiality of guest information and pertinent hotel data.

Desirable:

High school graduate or equivalent vocational training certificate. Fluency 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:

1. Exert physical effort in transporting 100 pounds.

2. Endure various physical movements throughout the work areas.

3. Reach 3 feet.

4. Remain in an upright position for 8 hours throughout work shift.

5. Satisfactorily communicate with guests, management and co-workers to their understanding.

Desirable:

ESSENTIAL JOB FUNCTIONS

• Maintain complete knowledge of and comply with all departmental policies/service procedures/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 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 guest's lost luggage.
• Correctly tag, store and retrieve luggage from holding room.
• Identify and explain hotel facilities and features to guests while escorting them to their room. 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.
• Identify and explain guest room features to include use of: air conditioning/heat units and thermostat controls telephone television clock radio guest services directory in room safe lights bathroom amenities valet/laundry services door lock ice and vending areas emergency plan Offer packing/unpacking service, explain pressing and laundry service.
• Maintain accurate knowledge of scheduled functions within the hotel to direct guests to correct locations.
• Relay accurate directions to guests on inquiries of transportation within the local area.
• Maintain accurate log record of guest calls for Guest Services - Bell Person assistance.
• Answer Bell Stand telephone within 3 rings using correct greeting and telephone etiquette.
• Remain in assigned post position, maintaining correct stance.
• Retrieve guest dry cleaning/laundry from their rooms and deliver to housekeeping
• Deliver items to guest rooms promptly to include: messages mail, faxes packages flowers sundry items requested by guest gift items Deliver daily newspaper by 6:00 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.
• Serve our guests.

SECONDARY JOB FUNCTIONS

Provide guest room tours. Assist Guest Services - Door Person with unloading and loading of vehicles. Deliver extra towels, bathrobes and other items to guest rooms. Assist Guest Services - Valet with parking and retrieving vehicles, security of vehicle keys and accurate recording on vehicle claim tickets. Assist Guest Services - Concierge staff with guest requests and services. Assist Guest Services – Valet staff as assigned.

STANDARD SPECIFICATIONS

Requirements are representative of minimum levels of knowledge, skills and/or abilities. To perform this job successfully, the incumbent will possess the abilities or aptitudes to perform each duty proficiently. Some requirements may exclude individuals who pose a direct threat or significant risk to the health and safety of themselves, other employees or guests.

A review of this description has excluded the marginal functions of the position that are incidental to the performance of fundamental job duties. All duties and requirements are essential job functions.

This job description in no way states or implies that these are the only duties to be performed by the employee occupying this position. Employees will be required to perform any other job-related duties assigned by their supervisor.

Note: This job description in no way states or implies that these are the only duties to be performed by the team member occupying this position. Team members will be required to perform any other job related duties assigned to help all team members and contribute to the success of the Resort. This description is intended to indicate the typical kinds of tasks and levels of difficulty that are required of positions given this title. This job description is not an exclusive or exhaustive list of all job functions that an employee in this position may be asked to perform from time to time. It is not intended to limit or in any way modify the right of any supervisor to assign, direct and control the work of employees under his/her supervision.

EOE/M/F/D/V