Purpose Position
Responsible for assisting guests with their luggage and packages upon arrival and departure and for arranging transportation when necessary. Responsible for arranging, stocking, and maintaining room service preparation area.
Essential Job Functions
Customer Service
- Assist with group arrivals and departures. Greets guests with a cheerful and pleasant voice using guests' name
- Escort guests to their rooms upon arrival. Confirm that guest room is to guest's satisfaction. Assist guests in opening and closing the doors including, but not limited to cars, hotel and guestrooms. Load and unload luggage from guest vehicles, including, but not limited to private cars, taxis, and limousines
- Attend to guests requests or complaints when possible and appropriate, when inappropriate, inform supervisors or managers
- Appropriate person of request and follow up to ensure it was resolved
- Maintain storage facility for guest luggage when requested or required. Responsible for security of storage area at all times. Issues and record valet parking tickets in accordance with hotel and garage guidelines
- Transport food, beverage dishes, trays, glass and silverware from kitchen and storage area to work area. Prepare, assemble and deliver food and beverage trays to guest rooms. Stock food and beverage items in designated areas. Monitor guest floor to ensure trays and tables do not remain in hallways
- Maintains up-to-date knowledge of all hotel and area events and activities so that guests will receive accurate and prompt information when requested
- Takes room service orders from guests over the telephone. Enters orders into Micros system. Communicates special instructions to the kitchen and expediters. Up-sells room service orders
- Has extensive knowledge of Room Service and Beverage Menu and provides guests with further information than what is on the menu. Provides a professional and immediate response to guests concerning all menu items and their preparation
Functions
- Respond to Command Center Agent direction in delivery of various guest requested items including but not limited to: Housekeeping amenities, guest faxes, and retrieving and delivering guest laundry
- Maintain safety and cleanliness of work station. Ensure work area meets standards set at completion of work shift
- Performs functions of a concierge, their duties and requests, via telephone
- Creates an organized, cooperative, and well run work environment by completing shift checklist and following through on responsibilities
- Helps to identify process problems and deficient areas in the hotel and suggests solutions for permanent fixes
- Remove room service tables and trays from guest rooms and hallways when advised of their presence
- Prepare coffee, iced tea, and juices as necessary
- Transport dirty equipment to dishwasher area
- Inspect all equipment. Report any problems to appropriate personnel. Follow up to ensure correction of problem.
Other
- Be familiar with all food outlet menus and specials, including seasonal changes and special promotions
- Assist with related duties and special projects as needed
- Attending training sessions set out by the Westin Resort to ensure continued personal development
Required Knowledge and Skills
- Ability to focus and maintain attention to performance of tasks despite frequent stressful, emergency, critical or unusual interruptions
- Ability to memorize, recollect and quickly retrieve dates, names, times, and other data
- Ability to converse calmly with irate guests, superiors and subordinates in sometimes intense and emotional situations
- Ability to answer phones quickly, clearly and professionally
- Ability to main staff and guest confidentiality at all times
- Must be able to convey positive image of self and hotel
- Must be able to apply common sense understanding to follow instructions, to make decisions with minimal supervision and to prioritize tasks in order to maintain service standards
- Interpret and comply with a variety of instructions furnished in written, oral, diagrammatic or schedule form
- Requires good communication skills, both verbal and written
- Must be able to complete order forms for guests and requisition forms for departmental supplies
- Must be able to understand and comply with safety precautions in use of chemicals
- Knowledge of Guam and vicinity, including, but not limited to attraction, directions and restaurant
Special Position Requirements
- All employees must maintain a neat, clean and well-groomed appearance
- Must be able to obtain and maintain a health certificate during employment
- Must be able to obtain and maintain an ABC license during employment
- Must be able to obtain and maintain a chauffeur's license during employment
Preferred Education and Experience
- Minimum one year of customer service experience within the hotel/leisure/retail sector preferred
- Minimum on year related experience working in high volume phones preferred
- Ability to converse in two or more languages preferred
Due to the cyclical nature of the hospitality industry, employees may be required to work varying schedules to reflect the business needs of the hotel. In addition, attendance at all scheduled training sessions and meetings are required.
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. Job description is subject to change at any time.
The Westin Resort Guam is an equal opportunity affirmative action employer and selects individuals best matched for the job based upon job-related qualifications regardless of gender, race, color, religion, creed, sex, sexual orientation, age, national origin, pregnancy, ancestry, marital status, veteran status, disability, handicap, citizenship status or any other status or characteristic protected by law.
