Bellperson

Greet and escort 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 explain room features to guests (e.g. use of room key mini-bar ice and vending areas in-room safe valet laundry services). 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 limousine/sedan service) for guests/visitors and record advance transportation request as needed. Communicate parking procedures to guests/visitors.

Follow all company policies and procedures and report accidents injuries and unsafe work conditions to manager. Maintain awareness of undesirable persons on property premises. Ensure uniform and personal appearance are clean and professional and maintain confidentiality of proprietary information. Welcome and acknowledge all guests anticipate and address guests service needs assist individuals with disabilities and thank guests with genuine appreciation. Speak with others using clear and professional language and answer telephones using appropriate etiquette. Develop and maintain positive working relationships with others. Comply with quality assurance expectations and standards. Read and visually verify information in a variety of formats (e.g. small print). Move at a speed required to respond to work situations (e.g. run walk jog). Stand sit or walk for an extended period of time or for an entire work shift. Move lift carry push pull and place objects weighing less than or equal to 50 pounds without assistance and objects weighing in excess of 75 pounds with assistance. Move over sloping uneven or slippery surfaces as well as up and down stairs and/or service ramps. Reach overhead and below the knees including bending twisting pulling and stooping. Perform other reasonable job duties as requested by Supervisors.

CRITICAL TASKS

Safety and Security

• Report work related accidents or other injuries immediately upon occurrence to manager/supervisor.
• Follow company and department safety and security policies and procedures to ensure a clean safe and secure environment.
• Maintain awareness of suspicious persons on property premises.
• Follow property specific procedures for handling emergency situations (e.g. evacuations medical emergencies natural disasters).
• Identify and correct unsafe work procedures or conditions and/or report them to management and security/safety personnel.

Policies and Procedures

• Protect the privacy and security of guests and coworkers.
• Maintain confidentiality of proprietary materials and information.
• Ensure uniform nametags and personal appearance are clean hygienic professional and in compliance with company policies and procedures.
• Follow company and department policies and procedures.
• Protect company tools equipment machines or other assets in accordance with company policies and procedures.
• Perform other reasonable job duties as requested by Supervisors.

Guest Relations

• Address guests service needs in a professional positive and timely manner.
• Welcome and acknowledge each and every guest with a smile eye contact and a friendly verbal greeting using the guests name when possible.
• Provide assistance to individuals with disabilities including assisting visually hearing or physically-impaired individuals within guidelines (e.g. escorting them when requested using words to explain actions writing directions on paper moving objects out of the way or offering access to Braille or TDD phones).
• Actively listen and respond positively to guest questions concerns and requests using brand or property specific process (e.g. LEARN PLEASED Guest Response LEAP) to resolve issues delight and build trust.
• Thank guests with genuine appreciation and provide a fond farewell.
• Anticipate guests service needs including asking questions of guests to better understand their needs and watching/listening to guest preferences and acting on them whenever possible.
• Engage guests in conversation regarding their stay property services and area attractions/offerings.
• Assist other employees to ensure proper coverage and prompt guest service.

Communication

• Speak to guests and co-workers using clear appropriate and professional language.
• Discuss work topics activities or problems with coworkers supervisors or managers discreetly and quietly avoiding public areas of the property.
• Talk with and listen to other employees to effectively exchange information.
• Answer telephones using appropriate etiquette including answering the phone within 3 rings answering with a smile in ones voice using the callers name transferring calls to appropriate person/department requesting permission before placing the caller on hold taking and relaying messages and allowing the caller to end the call.

Working with Others

• Support all co-workers and treat them with dignity and respect.
• Develop and maintain positive and productive working relationships with other employees and departments.

Quality Assurance/Quality Improvement

• Comply with quality assurance expectations and standards.

Physical Tasks

• Read and visually verify information in a variety of formats (e.g. small print).
• Move at a speed required to respond to work situations (e.g. run walk jog).
• Stand sit or walk for an extended period of time or for an entire work shift.
• Move lift carry push pull and place objects weighing less than or equal to 50 pounds without assistance and objects weighing in excess of 75 pounds with assistance.
• Move over sloping uneven or slippery surfaces.
• Move up and down stairs and/or service ramps.
• Reach overhead and below the knees including bending twisting pulling and stooping.

Greet/Escort Guests

• Supply guests/residents with directions and information regarding property amenities services and hours of operation and local areas of interest and activities.
• Tag store and retrieve luggage from luggage storage providing guests with proper claim tickets for their luggage.