Job Description
Greet guests as they arrive at and depart from the property; and assist them with all of their needs. Transport guest luggage to/from guest rooms in a courteous, timely, and professional manner as well as the efficient operation of the hotel front door entrance lobby areas. 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 throughout their stay for all related services, etc. Thorough knowledge of all hotel services and amenities, and maintain a consistently positive attitude, knowledge of all rooms, features and services are traits, which our Bell Attendants are required to have.
Essential Duties and Responsibilities
- Always treat guests with courtesy and respect in a variety of situations.
- Uphold and comply with the company standards at all times
- Welcome guests with luxury greeting, refer to guests by surname
- Front Drive of Hotel
- Meet and Greet all guests
- Open Car Door – offer assistance
- Hold Hotel Door Open for all Patrons
- Keep Rain Mats Clean of Debris
- Keep Bell Cards Clean of Debris
- Have Umbrella on hand when raining
- Utilize NYC Taxi and/or Hotel Car Service only
- Group Arrivals, assist arrival from lower lever hotel entry
- Honesty & Integrity.
- When in the lobby or Front Drive – stand post, never put your back to a patron
- Wear a radio and ear piece at all times. Keep chatter professional
- To be mindful of the importance of personal hygiene and grooming.
- Retrieve guest packages from loading dock.
- Adhere to property’s health and Safety guidelines.
- Ability to work under pressure and in a fast paced environment.
- Always knock and announce yourself before entering any guest room, whether vacant or not.
- Stand at assigned area in lobby and outside hotel entrance to assist and greet guests. Posted area should be kept neat and clean at all times.
- Transport guest luggage from the point of arrival at the hotel to their assigned room, from current room to re-assigned room for room changes, and from their room to the point of departure from the hotel.
- Assist in locating guests lost luggage.
- Correctly tag, store and retrieve luggage from holding room (If a room has checked-out and a new guest has checked in waiting for a vacant dirty room to be cleaned, luggage for the new guest may be stored in the guest room closet or on the luggage rack).
- Retrieve luggage from guest room for guest already checked out.
- Deliver boxes and packages from the receiving area to the meeting room storage (pre-function).
- Retrieve boxes and packages from meeting room (post function) and deliver to the receiving area for outside pickup.
- 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 and place luggage inside room.
- Identify and explain guest room features to include, but not limited to: a) air conditioning/heat units and thermostat controls, b) telephone and voicemail, c) television, d) clock radio, e) guest services directory, f) lights, g) bathroom amenities, h) valet/laundry services, i) ice and vending areas, j) concierge and hotel services, k) emergency procedures, l) safe.
- Maintain complete knowledge at all times of:
- All hotel features/services, hours of operation.
- All room types, numbers, layout, décor, appointments and location.
- All room rates, special packages and promotions.
- Casino marketing and event information
- Daily house count and expected arrivals/departures.
- VIP Arrivals
- Room availability status for any given day.
- Scheduled daily group activities.
- Maintain accurate knowledge of scheduled functions within the hotel to direct guests to correct locations.
- Maintain accurate knowledge of local attractions and activities to recommend for guest inquiries.
- Assist guests with related services. Knowledge of on property and local restaurants, special events, city attractions, and guest amenities.
- Relay accurate directions to guests on inquiries of transportation within the local area.
- Maintain accurate log record of guest calls for Bell Person assistance.
- Answer telephone within three (3) rings using correct greeting and telephone etiquette. Answer radio as assigned.
- Attend and respond to Hosts order and communication
- Handle guest complaints immediately.
- Retrieve luggage from guest rooms for guests already checked out.
- Retrieve guest laundry/dry cleaning from their rooms and deliver to appropriate location.
- Deliver items to guest rooms promptly to include: a) messages, b) mail, c) packages, d) flowers, e) sundry items requested by guest, f) gift items.
- Monitor and maintain appearance of lobby areas and luggage holding room as well as polish/clean luggage carts.
- Assist guests with unloading/loading of vehicles, guest requests and services, retrieval of theater tickets, flowers, etc.
- Anticipate guests’ needs, respond promptly and acknowledge all guests even when busy.
- Any additional duties as directed by management.
- Must be able to obtain and maintain the appropriate license through New York State Gaming Association
Job Requirements:
Behavioral Standards that all team members will be held accountable to:
Essential:
- Ability to satisfactorily communicate in English (speak, read, write) with guests, co-workers and management to their understanding.
- Ability to perform assigned duties with attention to detail, speed, accuracy, follow-through, courtesy, and cooperativeness.
- Demonstrates a working knowledge of our marketplace; actively and collaboratively assists in building the best practices necessary for the company’s success.
- Attention to detail and organizational skills
- Guest service oriented
- Willing to work as a team member
- Comfortable interacting and engaging in conversation
- Demonstrates a consistent regard and dedication to our guests, vendors, colleagues, and the company
- Ability to read English to a degree sufficient to ascertain information from luggage tags, and claim checks to write numbers and names on claim checks and rooming lists.
- Ability to effectively deal with internal and external customers, some of whom will require high levels of patience, tact, and diplomacy to defuse anger.
- Ability to work well under pressure of check-in/check-out of guests and handle multiple tasks.
- Punctuality and regular and reliable attendance.
- Ability to work flexible schedule (AM, PM, Overnight, Weekends & Holidays)
Desirable:
- Previous guest relations training
- High school graduate or equivalent
Knowledge:
- Must be able to obtain and maintain the appropriate license through the New York State Gaming Commission
- Maintain up to date property knowledge
Essential Physical Abilities:
- Endure various physical movements throughout the work areas, such as removing guest luggage to/from all types of vehicles and guest rooms.
- Ability to grasp, push or pull heavy loads, and lift and/or carry or otherwise move packages, boxes and luggage weighing up to 75 lbs. continuously throughout shift.
- Ability to stand, walk and/or sit and continuously perform essential job functions.
- Sufficient manual dexterity in one hand to be able to load and unload luggage.
- Ability to perform tasks requiring bending, stooping, kneeling, and walking significant distances on property.
Work/Educational Experience
- Must be at least 18 years old, possess a high school or equivalent diploma and have the ability to obtain the appropriate license pursuant to the New York State Lottery regulations
- Prior experience in guest services preferred
The above statements are intended to describe the general nature and level of work being performed by individuals assigned to this position. They are not intended to be an exhaustive list of all duties, responsibilities, and skills required of personnel so classified.
Hourly: $19.1616 - $21.5165
Equal Opportunity Employer/Protected Veterans/Individuals with Disabilities
This employer is required to notify all applicants of their rights pursuant to federal employment laws. For further information, please review the Know Your Rights (https://www.eeoc.gov/poster) notice from the Department of Labor.
