GENERAL DESCRIPTION:
Responsible for greeting guests, parking and retrieving guest vehicles in a prompt yet safe manner and escorting guests to rooms. Open doors and assist guests/visitors entering and leaving property. Inform guests of property amenities, services, and hours of operation, and local areas of interest and activities. Identify and orientate the guests on room features (e.g., use of room key, ice and vending areas, in-room safe, valet laundry services, and other features of the room). Transport guest luggage to and from guest rooms and/or designated bell area. Assist with luggage storage and retrieval. Assist guests/visitors in and out of vehicles, including assisting guests with loading/unloading luggage. Supply guests with directions. Arrange transportation (e.g., taxi cab, shuttle bus) for guests/visitors, and record advance transportation request as needed. Communicate parking procedures to guests/visitors.
Front Service Attendant Responsibilities
-
Safely park and retrieve customers’ vehicles in designated valet parking storage area
- Assist customers and/or guests with luggage and other items, encouraging a positive arrival and departure experience
- Monitor the parking/drive up area to keep the flow of vehicles organized (barricades, directing traffic, calling cabs, etc. as needed)
- Assist guests, customers and staff with general inquiries about parking, site location, directions, amenities, attractions, etc.
- Issuing and collecting claim tickets for our guest's vehicles, and at times collecting valet parking fees.
- Providing directions and recommendations for local attractions.
- Managing the parking areas and ensuring efficient traffic flow through the location.
- Other duties as assigned
Maintaining Property Standards
-
Providing Exceptional Customer Service
- Communicate professionally at all times with guests, the client, and your teammates
- Smile and exude a pleasant and friendly demeanor
- Follow all Westin guidelines and Marriott standards and procedures
- Follow all departmental policies and procedures
Major areas of responsibility include but are not limited to:
-
Maintain complete knowledge of and comply with all departmental policies/service procedures/standards.
- Anticipate guest needs, respond promptly and acknowledge all guests, however busy and at any time of day.
- Monitor and maintain cleanliness, sanitation and organization of assigned work areas.
- Ensure you are aware of all inhouse group activities, locations and times set
- Maintain a working knowledge of all hotel and departmental policies and procedures.
- Provide excellent customer service.
- Be knowledgeable and provide information regarding hotel facilities, hours of operation, key personnel, special activities and functions in the resort as requested
- Handle luggage assistance requests and ensure that prompt courteous service is provided
- Be knowledgeable and provide information regarding hotel facilities, hours of operation, key personnel, special activities and functions in the resort as requested
- Provide directions to the resort from any location as requested
- Handle luggage assistance requests and ensure that prompt courteous service is provided
- Handle deliveries in a prompt and courteous manner
- Be familiar with all departments and key personnel in each department
- Be able to safely operate a Bell cart
- Perform all duties listed on the Front Services checklists (opening, closing, cart cleanliness. storage facilities, parking lot checks, car counts, proper key storage) and inform department manager of any duties that are not clearly understood
- Assist with mail/package deliveries as directed by the department supervisor or manager
- Be present at the Porte Cache/Bell Podium/Front Desks areas to greet, welcome and engage with guests
- Read all departmental memos and inform supervisor or manager of any information that is not clearly understood
- Report to the supervisor or manager any supplies that are needed or any safety concerns that need to be addressed
- Alert the following shift of any duties that have not been completed or of any pertinent information regarding special situations
- Assist other departments and other team members when necessary
- Perform all other tasks as assigned by department supervisor or manager
Qualifications and Requirements
-
Experience in elevated guest service (4-5 Diamond, 4-5 Stars) highly preferred.
- Ability to lead and participate as a member of a team
- Strong team player and able to motivate a team.
- Excellent written and verbal communication skills (English).
- Must be able to effectively communicate both verbally and written, with all level of employees and guests in an attentive, friendly, courteous and service oriented manner.
- Must be able to multitask and prioritize departmental functions to meet deadlines.
- Maintain regular attendance in compliance with the handbook policies.
- Maintain high standards of personal appearance and grooming, which include wearing nametags
- Maximize efforts towards productivity, identify problem areas and assist in implementing solutions
- Perform other duties as requested by management.
- Uses basic computer hardware and software (e.g., personal computers, word processing software, Internet browsers, etc.).
EXPERIENCE AND EDUCATION REQUIREMENTS:
-
High School diploma or GED required
- Experience in the hospitality industry preferred
- Experience in 4 Diamond Rated Hotel preferred
- Must be able to walk/stand/run for long periods of time
- Excellent communication skills
- Must be able to work days, nights and weekends.
- Constant standing, walking and running throughout shift
- Occasional lifting and carrying up to 50 lbs
- Occasional kneeling, pushing, pulling, lifting, running
- Occasional ascending or descending ladders, stairs and ramp+
- Must be able to operate a manual transmission vehicle.
- Must be able to provide a clean driving record.
COMMUNICATION REQUIREMENTS:
Able to communicate effectively in English/Spanish preferred, both verbally and in writing.
Able to effectively deal with internal and external guests, some of whom will require high levels of patience, tact and diplomacy to diffuse anger, collect accurate information and resolve conflicts.
LICENSES/CERTIFICATIONS:
-
Valid Driver's License required
EOE/M/F/D/V/SO
We participate in E-Verify
