GUEST ATTENDANT

3 weeks ago

New York, United States Hard Rock International (USA), Inc. Full time
Job DescriptionJob Description

Overview

Guest Attendant (Bell Person) is the first and the last contact of the guests and responsible for providing exceptional arrival and departure experience. Guest Attendant (Bell Person) is responsible to assist all guests with the opening of all doors into and out of a car or the hotel entrance itself, directing traffic flow at the property’s entrance, and ensuring the entrance is in good order. Additionally, the Guest Attendant (Bell Person) will also offer guests assist with their luggage, escorting guests to their rooms and giving property / guest room orientations, reponsible for the storing and retrieving of luggage, delivering packages and other items throughout the property.They also work very closely with Valet staff to coordinate assistance for guests transportation and transfers needs.


Responsibilities

  • Adhere to company’s attendance standards.
  • Maintain a professional appearance and attitude at all times following the company’s uniform and grooming standard.
  • Participate in Sound Check meetings on each shift.
  • Work with Front Office Manager regarding hotel business to keep them informed.
  • Be knowledgeable of property facilities, services, hours of operation, in-house events, conferences, and amenities to proactively assist guests.
  • Always smile and offer a warm greeting to all.
  • Engage in conversation with guests at property entrance and in lobby areas.
  • Maintain complete knowledge and compliance with all hotel and departmental policies and procedures.
  • Present a professional image to employees, guests, clients, owners, and investors.
  • Maintain an alert position at post at all times.
  • Ensure smooth traffic flow at the property entrance.
  • Open vehicle doors and assist guests entering and exiting vehicles.
  • Open doors for guests entering or leaving the property.
  • Greet and welcome guests entering the property; give parting remarks to departing guests.
  • Notify Front Desk of VIP arrivals.
  • Proactively offer guests assistance with baggage in any area of the property.
  • Provide directions to guests, as needed.
  • Orient guests to the property when escorting to guest rooms.
  • Place luggage according to guest preference, provide guest room orientation, and offer further assistance before departing.
  • Know, understand, and practice (with energy and enthusiasm) the mission, values, mottos, culture and spirit that make Hard Rock unique.
  • Ensure property entrance, lobby, and bell closet areas remain clean and orderly.
  • Assist individuals and groups with check-in, checkout, and room changes.
  • Deliver newspapers, messages, packages, mail, and other items to guest rooms, meeting rooms, and offices.
  • Store and retrieve luggage for guests.
  • Utilize bell carts effectively and with caution.
  • Polish the bell cards and ensure carts remain clean and in good condition.
  • Transport departing guests’ luggage from the room to the lobby, ensuring that the guest has verified that all luggage has been accounted for.
  • Upon departure, thank guests and invite them back to the hotel.
  • Request taxis and shuttles for guests, as needed.
  • Perform duties in accordance with company standards, policies, and guidelines, and applicable laws and regulations.
  • Work closely with the valet to coordinate the efficient handling of luggage and follow up on guest requests, inquiries, etc.
  • Greet guests in all public areas of the property
  • Assist guests in finding locations within the property by escorting, when possible, or giving clear directions.
  • Provide recognition to others, including co-workers, supervisors, managers, and directors.
  • Participate in meetings to learn about global programs, new products and procedures, and to discuss areas of opportunities, special events, and other activities.
  • Ensure a healthy and safe work environment for co-workers and guests.
  • Promote property outlets to guests.
  • Resolve guest complaints using property procedures.
  • Create a positive environment in which all employees have the ability to maximize their potential.
  • Maintain positive and professional communication with all staff.
  • Listen to comments, criticisms, and feedback from guests, employees, and managers to gain an understanding of strength and opportunity to improve personal/property performance.
  • Work as a team, helping all employees to complete the required activities that ensure we deliver Amplified Service.
  • Take initiative to offer assistance throughout the property.
  • Know, understand, and practice (with energy and enthusiasm) the mission, values, mottos, culture and spirit that make Hard Rock unique.
  • Operate ethically to protect the Hard Rock brand.
  • Utilize programs designed to help Save the Planet.
  • Perform additional duties as requested by department managers and supervisors.
  • Communicate with supervisors and managers to ensure that assigned duties are completed to standard.
  • Coordinate operations with other departments, as needed.
  • Review and develop guest history records to enhance personalized service for repeat guests.
  • Maintain confidentiality of guest, employee, and company information.

This job description reflects the position’s essential functions; it does not encompass all of the tasks that may be assigned.


Qualifications

  • Secondary school degree preferred and/or previous work experience in service for at least 2 years.

SKILLS

  • Ability to comprehend and use basic language, either written or spoken, to communicate information and ideas.
  • Ability to read, comprehend, and write simple instructions, short correspondence and memos.
  • Ability to perform numerical operations using basic counting, adding, subtracting, multiplying or dividing.
  • Ability to effectively deal with internal and external customers and staff, some of whom will require high levels of patience, tact, and diplomacy.
  • Fluency in English: additional languages preferred.

PHYSICAL DEMANDS

  • Ability to move throughout the business (standing, walking, kneeling, bending) for extended periods of time.
  • Ability to make repeating movements of the arms, hands, and wrists.
  • Ability to express or exchange ideas verbally and perceive sound by ear.
  • Ability to obtain impressions through the eyes.
  • Manual dexterity, hand-eye coordination, and ability to work with hand above shoulders.
  • Ability to regularly move objects (lift, push, pull, balance, carry) up to 50 pounds / 25 kilograms.
  • Requires grasping, writing, standing, sitting, walking, repetitive motions, bending, climbing, listening and hearing ability and visual acuity
  • Ability to turn or twist body parts in a circular motion.
  • Ability to tolerate exposure to heat, cold, chemicals, and loud/noisy environment.

ADDITIONAL REQUIREMENTS

  • Understanding of lifestyle hotel products and guest services.
  • Must be flexible to work all shifts including overnights, weekends and holidays.

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