What are the responsibilities and job description for the Bellperson position at NOBU RYOKAN MALIBU?
Job Details
Description
Job Summary
To ensure there is a seamless arrival and departure experience. Transport guest luggage to/from guest rooms. Escort guest to rooms and inform guest of all hotel services and features. Responsible for attending to immediate needs of each guest upon arrival, attention throughout stay and departure. Thorough knowledge of all hotel services and amenities. Manage and maintain parking of guest vehicles. Store Luggage.
Essential Functions
- Contribute building and maintaining a first-rate team.
- Maintain complete knowledge of and comply with all departmental policies, service procedures and standards.
- Maintain complete knowledge of correct maintenance and use of equipment.
- Be familiar with all hotel services and features, local attractions and activities to respond to guest inquiries accurately.
- Anticipate guests’ needs, respond promptly and acknowledge all guests throughout stay.
- Maintain and improve the quality of the guest experience at all times.
- Resolve guest complaints to ensure guest satisfaction.
- Maintain complete knowledge at all times of:
- all hotel features, services, and hours of operation
- all room types, numbers, layout, decor, appointments and location
- all room rates, special packages and promotions
- daily house count, and expected arrivals and departures
- room availability status for any given day
- all VIPs guests, special requests or any in-house guest concerns or issues
- in-house guest list and be familiar with guests' names and room location
- scheduled in-house group activities, locations and times
- Ensure that the bell stand is attended at all times and all posting positions are maintained.
- Answer bell desk telephone within 3 rings, using correct greeting and telephone etiquette.
- Actively greet and knowledge all guest arrivals, guest valeting personal cars, and guest departures from hotel.
- Transport luggage from time of arrival to departure, including room moves.
- Correctly tag, store and retrieve luggage from holding room.
- Conduct room orientations for all arrivals, including Fire Exits and Safety Procedures.
- Offer packing and unpacking services, explain laundry and dry cleaning service, mini bar offerings, F&B available services, fitness and pool access, in-room safe, HVAC and TV operations.
- Pick-up and delivery of any guest laundry, dry cleaning, packages and/or mail.
- Assist with delivery of Room Service orders when required.
- Maintain secure and accurate record of all guest room keys, vehicle keys and luggage.
- Protect guest vehicles, luggage, packages and property assets.
- Document and accommodate all guest requests in an accurate and efficient manner.
- Ensure that all pertinent information is documented with manager on duty.
- Monitor and maintain cleanliness, sanitation and organization of assigned work areas and public spaces, including but not limited to outdoor guest patios, outdoor fireplaces, pool deck and fitness area.
- Monitor and maintain the condition of hotel and parking entrance, bell desk, luggage storage areas, reception, and courtyard.
- Assist whenever necessary in performing job functions in other departments such as Housekeeping, In Room Dining and Concierge.
- Access all functions of computer system in accordance with departmental specifications.
- Set up work station with necessary supplies; maintain cleanliness throughout shift.
- Return smartphone and assigned guest room keys.
- Legibly complete requisition for additional supplies/materials and submit to Manager on Duty.
- Maintain updated resource materials on all vendors and information to accommodate guest requests.
- Any other duties as assigned by Manager on Duty or General Manager.
Other Duties
- All colleagues are required to fully comply with hotel and departmental rules, regulations and policies for the safe, secure, effective and environmentally friendly operation of the hotel facilities. Examples include, but are not limited to lost and found procedures, emergency procedures, recycling efforts, etc.
- Attend and participate in all hotel and/or departmental meetings, training sessions and other information meetings.
- Regular attendance in conformance with hotels standards is essential to the successful performance of this position.
- Comply with hotel grooming standards for both uniformed and non-uniformed colleagues.
- Comply with hotel service and behavioral standards towards our guests, vendors and fellow colleagues, including but not limited to ensuring proper phone etiquette, courteous and respectful behavior, and maintaining a friendly and positive attitude.
- Perform all other duties as directed by management that are consistent with the policies and procedures of the hotel.
Qualifications
Working Conditions & Physical Requirements
|
Physical Effort: |
Significant portions of day require prolonged standing and moving, lifting or transporting materials up to 100 lbs such as luggage, boxes, etc. Ability to visually review documents and computer screen throughout day. |
|
Physical Environment: |
Ability to walk or stand for extended periods of time during course of shift. |
|
Manual Skills |
Significant portions of daily assignments involve application of manual skills requiring motor coordination in combination with finger dexterity, e.g., typing, handwriting, or machine operations. |
|
Work Schedule: |
Due to the cyclical nature of the hospitality industry, colleagues may be required to work varying schedules to reflect the business needs of the hotel. |
|
Safety: |
Responsible for operating within hotel safety guidelines, including the safe and responsible operation of hotel equipment. Reports and addresses safety concerns as they arise. Ensures safe handling of chemicals in accordance with hotel and department standards and utilizes proper personal protective equipment (PPE) when appropriate. |
Qualifications
|
Education: |
High school diploma required. Some college or college degree preferred. |
|
Experience: |
Prior hotel experience preferred. Prior experience within a four-star hotel brand preferred. |
|
Computer Skill & Other Technical Skills: |
Ability to utilize computer software and hardware required. Ability to easily maneuver on computer keyboard required. Ability to learn, utilize and communicate effectively via company issued communication devices (e.g. cell phones, etc). |
|
Communication: |
Advanced ability to comprehend and speak English to understand and respond to information and address advanced guest requests required both verbally and in writing. Knowledge of additional language(s) preferred. |
|
Licenses or Certifications: |
Valid Driver’s License and ID. |
|
Other: |
Must be customer-service oriented. Must have excellent hospitality skills. Must be able to calculate basic mathematic functions. |