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Bell Attendant (Casual) in Honolulu, HI at Diamond Resorts

Date Posted: 12/13/2018

Job Snapshot

Job Description

Job Objective & Summary
Greet guests as they arrive at and depart from the property; and assist them with luggage.  Transport guest luggage to/from guest rooms.  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 concierge services, etc.  Thorough knowledge of all hotel services and amenities.


Essential Functions
  • Always knock and announce yourself before entering any guest room, whether vacant or not.
  • Transport guest luggage from the point of arrival at the hotel to their assigned room, from current room to reassigned 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).
  • 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: 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.
  • Maintain complete knowledge at all times of:
  1. all hotel features/services, hours of operation.
  2. all room types, numbers, layout, décor, appointments and location.
  3. all room rates, special packages and promotions.
  4. daily house count and expected arrivals/departures.
  5. room availability status for any given day.
  6. scheduled daily group of 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 concierge related services.  Knowledge of 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 Bellman assistance.
  • Answer bell stand telephone within three (3) rings using correct greeting and telephone etiquette.
  • Handle guest complaints immediately.
  • 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, faxes, telefaxes, c) packages, d) flowers, e) sundry items requested by guest, f) gift items, g) Guest experience amenity items
  • Deliver morning newspaper by 6:30 am to specified guest rooms.
  • Monitor and maintain appearance of lobby areas and luggage holding room as well as polish/clean brass 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.
  • Offer Welcome Amenity to all guests.
  • Maintain full stock of Welcome Amenity Drinks and Oshi Bori Towels during all shifts.
  • Restock racks of rocks glasses and Oshi Bori Towels during all shifts.
  • Take old, dirty rocks glasses to stewarding for cleaning during all shifts and retrieve when cleaned.
  • Take old, dirty Oshi Bori Towels to Housekeeping for cleaning during all shifts and retrieve when cleaned.
  • Acquires all necessary arrival and departure information from the Front Desk.
  • Communicates check in venue and hotel information to guests.
  • Maintains the reader board and ensures communication of arrival and departure information.
  • Opens front doors for all arriving and departing individuals.  Greets appropriately.
  • Assists guests with luggage and baggage handling.
  • Assists guests with Transportation needs.
  • Follow and Perform all LQA and Forbes Standards for the department.
  • Maintain an accurate Bell Log and place in Bell Log Binder, signed, at the end of each shift.
  • Place rollaway beds and refrigerators in guest rooms.
  • Deliver extra towels, bathrobes and other items to guest rooms.
  • Legibly document maintenance needs and submit to Manager.
  • Pick-up room service trays from guest hallways.
  • All other miscellaneous responsibilities as assigned and deemed appropriate by management.
  • Responsible for opening the front hotel door and greeting guests.
  • Responsible for assisting the valet team in welcoming arriving and returning guests, issue and receive valet tickets, explain valet procedures, and valet cars.
  • Any reasonable job request from management.
 
Qualification Standards
  • 1-2 years of hotel experience preferred.
  • 1-2 years of customer service experience required.
  • High School Degree or equivalent required.
  • Bachelors degree in hotel or travel industry management preferred.
  • 1-2 years bell/valet experience highly desirable.
  • Experience in a luxury lifestyle hotel highly desirable.
  • Must be able to work a flexible shift schedule to include weekdays, weekends, AM, PM and overnight shifts.
  • 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, cooperativeness and work with minimal supervision.
  • Ability to read English to a degree sufficient to ascertain information from luggage tags and claim checks; able to legibly 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 at once.
  • Punctuality and regular and reliable attendance.
  • Interpersonal skills and the ability to work well with co-workers and the public.

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