Principal Responsibilities:
Escorts arriving and departing guests in a friendly, courteous manner to and from their accommodations, transporting their luggage. Acquaints each guest with room and features.
Essential Functions:
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Retrieves guest items from cars, busses, vans and carts. Grasps, lifts, carries and/or loads luggage and packages onto a bell cart to transport items throughout hotel to/from designated rooms. Navigates bell cart through public areas, guest room corridors and to elevators.
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Escorts guests to accommodations, visually inspects room, telephone and notes deficiencies such as towels to housekeeping immediately. Points out room features and directory for guest reference.
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Listens and responds to guest inquiries using a positive, clear speaking voice. Answers questions and offers assistance giving accurate information regarding outlet hours, other hotel services, directions to local attractions or function rooms, car rentals, airline shuttle service, etc.
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Organizes and stores luggage as necessary in a designated area.
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Greets customers immediately with a friendly and sincere welcome. Remains calm and attentive especially during heavy hotel activity and emergencies.
SUPPORTIVE FUNCTIONS
In addition to performance of the essential functions, this position may be required to perform a combination of the following supportive functions, with the percentage of time performing each function to be solely determined by the supervisor based upon the particular requirements of the company.
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Pick up and deliver guest laundry to and from guest rooms in a timely, accurate manner.
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Deliver morning newspapers, Zipout Checkout packets, mail, packages, faxes, etc. to specific guest rooms.
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Maintain and post hotel reader board and public area signage.
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Clean and polish carts and other equipment used in the department.
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Retrieve and input data from a computer terminal in an accurate, error-free manner.
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Answer the Bell desk phone and provide information as needed.
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Read and match luggage tags, write claim tickets and detach portion to give to each guest.
PHYSICAL REQUIREMENTS:
Below is a listing of the physical requirements for standard performance of this job:
Frequency Key: Rare, Occasional, Frequent, or Constant
Physical Activity Frequency
Sitting Frequent
Walking, Standing Constant
Climbing Stairs Occasional
Crouching/Bending/Stooping Frequent
Reaching Frequent
Grasping Frequent
Pushing/Pulling Frequent
Near Vision Constant
Far Vision Constant
Hearing Constant
Talking Constant
Smelling Rare
Lifting/Carrying (70 lbs.) Frequent
OTHER DUTIES
Assimilate into the Packard culture through understanding, supporting and participating in all elements of corporate policies. Demonstrate working knowledge of the service standards.
Regular attendance in conformance to the standards, which may be established by Packard from time to time, is essential to the successful performance of this position.
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.
SAFETY REQUIREMENTS
OSHA laws require the use of the following Personal Protective Equipment (PPE) when performing work duties that have the potential of risk to your health of safety:
Team members will be trained in the proper use and care of assigned PPE. The hotel provides the required PPE. It is your responsibility to report defective damaged or lost PPE, or equipment that does not fit properly, to your Manager.
ORGANIZATIONAL RELATIONSHIPS
Positions directly reporting to this position (titles):
SPECIFIC JOB KNOWLEDGE, SKILL AND ABILITY
The individual must possess the following knowledge, skills and abilities and to be able to explain and demonstrate that he or she can perform the essentials functions of the job, with or without reasonable accommodation.
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Ability to understand and follow written and/or verbal instructions in English
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Ability to effectively deal with internal and external customers, some of whom will require high levels of patience, tact, and diplomacy to defuse anger and collect accurate information
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Ability to read English language sufficient to ascertain information from luggage tags and claim checks to write numbers and names on claim checks and rooming lists
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Ability to grasp, lift and/or carry (or otherwise move) packages, boxes and luggage up to 100 lbs continuously throughout the shift
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Ability to stand, walk and/or sit and continuously perform essential job functions
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Sufficient manual dexterity in one hand to be able to load and unload luggage
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Ability to perform tasks requiring bending, stooping, kneeling or walking significant distances
QUALIFYING STANDARDS
Education
High School graduate or equivalent required.
Experience
Prior guest service or other hospitality experience preferred.
Licenses or Certificates
None. CPR certification and/or First Aid training preferred.
Grooming
All team members must maintain a neat, clean and well-groomed appearance (specific standards available).
Other
Applicants with additional language skills preferred.
