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Guest Service Supervisor

2 months ago

Palo Alto, United States Nobu Hotel Palo Alto Full time
Job DescriptionJob Description

POSITION SUMMARY

Responsible for assisting in the direction and coordination of the Valet/Bell department to ensure seamless arrival and departure experience. Carry out supervisory responsibilities in accordance with the organization's policies and applicable laws.

ESSENTIAL DUTIES AND RESPONSIBILITIES

  • Maintain and ensure Valet/Bell department has complete knowledge of, and complies with, all departmental policies, safety and service procedures, and standards.
  • Actively greet and acknowledge all guests. Open Hotel doors for all arriving, returning, or departing guests.
  • Open the car door and assist guests in removing luggage or any other articles from the vehicle. Confirm with the guest the number of luggage pieces to retrieve.
  • Assign vehicle tags and document the guests name, the car type and license number. Complete visual inspection of vehicle and notate any pre-existing damage on the vehicle tag. Present vehicle tag to the guest and explain valet procedures, including how to call for car retrieval when ready to depart.
  • Notify Front Desk of arriving guest via radio, including the guests name.
  • Conduct room orientation for all arrivals, including fire exits and safety procedures. Explain services offered (F&B, TV and HVAC, laundry, fitness center, etc.)
  • Transport luggage from time of arrival to departure, including room moves. As needed, correctly tag, store, and retrieve luggage from holding room.
  • As guest departs, accept guest's vehicle tag, bring up guest vehicle, then ensure guest tag matches vehicle tag. Confirm the number of luggage pieces with the guest.
  • Keep parking area clear, observing time restrictions based on city parking regulations, and ensure the area is clean and well maintained at all times.
  • Reconcile valet log daily to ensure all cars have been logged correctly and charges have been posted.
  • Ensure that the bell stand is always attended, keys are secure, guest information is hidden, and all position posts are maintained.
  • Pick-up and deliver guest laundry, dry cleaning, packages and/or mail.
  • Assist guests with transportation services when necessary.
  • Complete inventory of supplies and ensure par levels are being maintained.
  • Check house car daily to ensure that it is fully charged, cleaned, and no damage is present.
  • Assist with documenting and processing any Hotel and/or guest property damage and loss claims.
  • Provide assistance when working with third party vendors on standards of operations and changes that have occurred within the hotel.
  • Assist with conducting daily pre-shift meetings.
  • Assist guests and provide accurate directions and or information regarding the local area.
  • Assist with the completion of valet permits and parking renewals.
  • Ensure uniform and grooming guidelines are being followed. Communicate uniform needs to management so orders can be placed.
  • In absence of housekeeping, clean glass on entry doors and windows, and keep walkways and entryway clear.
  • Put out floor mats when weather requires and put them in storage when not in use.
  • All other duties as assigned by the Manager

SUPERVISORY RESPONSIBILITIES

Responsible for assisting in the direction and coordination of the Bell/Valet department. Carry out supervisory responsibilities in accordance with the organization's policies and applicable laws. Responsibilities include training employees, directing work, addressing complaints and resolving problems. Supervisor will also provide feedback on hiring and overall performance of existing Valet/Bell employees.

QUALIFICATIONS

To perform this job successfully, an individual must be able to perform each essential duty satisfactorily. The requirements listed below are representative of the knowledge, skill, and/or ability required. Reasonable accommodations may be made to enable individuals with disabilities to perform the essential functions.

  • Able to perform job functions with great attention to detail, speed, and accuracy.
  • Excellent organizational skills.
  • Able to communicate in a positive and clear speaking voice.
  • Ability to remain calm and resolve guest situations/problems by using good judgement.
  • Ability to read and comprehend simple instructions, short correspondence, and memos.
  • Ability to apply common sense understanding to carry out detailed oral instructions.
  • Ability to read, listen and communicate effectively in English both verbally and in writing. Ability to speak Spanish preferred, though not required.
  • Ability to read and interpret documents such as safety rules, operating and maintenance instructions, and procedure manuals.
  • Able to drive various types of vehicles including a manual (stick shift).
  • Must be customer service oriented and have excellent hospitality skills.
  • Meets legal age requirements for the position.

EDUCATION and/or EXPERIENCE

High school diploma is preferred, though any combination of education and/or experience that provides the required knowledge, skills and abilities will be considered. Prior Hospitality experience is also preferred, ideally in a luxury environment.

CERTIFICATES, LICENSES, REGISTRATIONS

Must have a valid California Drivers license and a good driving record.

PHYSICAL DEMANDS

The physical demands described here are representative of those that must be met by an employee to successfully perform the essential functions of this job. Reasonable accommodations may be made to enable individuals with disabilities to perform the essential functions.

While performing the duties of this job, the employee is regularly required to stand and talk or hear. The employee frequently is required to walk; reach with hands and arms or crouch. The employee must regularly lift and/or move up to 25 pounds and must occasionally lift and/or move up to 50 pounds.

 

Nobu Hotel offers excellent benefits to our full-time Colleagues including health, dental, vision, 401k with a company match, and more

EOE

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