Description

Job Description/Summary:

Provide safe, timely and courteous transportation to hotel guests, provide local area transportation as defined by the hotel. Communicate time constraints clearly so that guests and hotel team have accurate wait times.

Delivery and placement of amenities as directed by Front Desk needs.

Assist with guest welcome, arrival, luggage.

Working with the other drivers and department manager, maintain the hotel vehicles in safe and like new condition.

Be fully informed of hotel services and local attractions.

Share in the responsibility of the overall success of the hotel by ensuring that guest satisfaction (GSS) and product quality standards (QA) are met. Assists department managers in all areas of the hotel in accordance with brand standards to achieve a friendly, welcoming atmosphere of superior guest service; demonstrate exemplary performance for fellow staff members to follow.

ESSENTIAL JOB FUNCTIONS:

• Present a professional appearance and assist in welcoming guests to the hotel.
• Communicate closely and regularly with front desk staff to ensure timely pick-up and drop-off of guests, using the hotel vehicle for appropriate business purposes only.
• Operate the hotel vehicles with a safety first approach at all times; understand that the hotel vehicle represents our brand and quality to the public at large drive with courtesy, defensively and with consideration of guests, team members and the public
• Assists guests with luggage to and from room.
• In accordance with operational standards, assist Guest Services team with day-to-day arrivals, MARRIOTT, GSS assignments and amenities in a manner that exceeds guest expectations and hotel & brand standards.
• Assists guests with questions regarding location of the different hotel amenities, hours of operation such as swimming pool, fitness center, business center and the like.
• Is knowledgeable of the surrounding area attractions and shopping / restaurant options.
• Assist with Front Desk tasks: answer / transfer telephone calls, accurately record information for wake-up calls to guest rooms. Deliveries to guest rooms as needed.
• Assist and direct guests to meeting rooms; stay informed and up to date on groups inhouse, meetings and events for the day, where to find event listings for upcoming meetings and events.
• Exceeds guest expectations by personal example, as measured by direct guest feedback, GSS.
• Contribute to a team culture that fosters continuous improvement, mutual cooperation, loyalty & stability, superior service to guests and team alike.
• Ensure that brand standards of operations, safety, and services are maintained at all times.
• Coordinate effectively with Housekeeping & Engineering Teams; monitor and actively assist in maintenance of the hotel lobby, vestibule, arrival area / Porte cochere, parking lot and exterior.
• Assist anywhere that is needed in the hotel.

Associate Team

• Contributes to the maintenance of the highest guest service standards as the driving philosophy of the hotel.
• Demonstrates a personal commitment to guest service by responding effectively, courteously and promptly to guest needs.
• Knows all components/features of our guest service guarantee and is able to meet service standards; assists in the development of added value customer service programs.
• Ensures delivery of consistent, high quality guest service that meets or exceed hotel standards.

Operations

• Monitors and maintains all hotel vehicles at a level of Like New condition per QA standards
• Reports any damage to hotel vehicles and/or maintenance concerns with urgency.
• Recognizes / reports or corrects potential safety hazards, such as broken doors or railings, fire hazards, etc.
• Recognizes / reports or corrects potential security problems, such as locking doors after hours, etc.

ADDITIONAL RESPONSIBILITIES

Our hotel’s primary goal is to provide hospitality and exceed guest expectations for levels of service, quality, consistency, and attention to detail all team members are evaluated against this standard. Be aware of, act on and/or report any issue that affects the safety of guest or team member.

A hotel operates 365 days a year, 24 hours a day. During the course of your scheduled shift, you may be asked to assist in areas of the hotel outside of your typical work areas.

Qualifications

EDUCATION AND EXPERIENCE

1. High School diploma or general education degree (GED) is desired, but not essential.
2. Previous related experience driver, shuttle work.

KNOWLEDGE, SKILLS, ABILITIES

1. Work well and communicate effectively with other team members and departments
2. Read & write in English.
3. Effectively communicate with hotel guests and clients, utilizing courtesy, tact and diplomacy.
4. Excellent verbal and telephone skills
5. Ability to remain calm and organized in times of multiple demands
6. Follow directions accurately and efficiently.
7. Have a safe driving record.

PHYSICAL/MENTAL DEMANDS

1. While performing the duties of this job, the employee may be required to stand, walk, carry, talk, listen and coordinate with other team members. The employee may be required to be on his / her feet for a large portion of the day / shift. Duties require that the employee work with a telephone; use hands to manipulate tools or controls; be able to lift and / or move objects including packages and shipments; must be able to lift approximately 20 pounds overhead.
2. Must be able to sustain focus and attentiveness for extended periods of time.
3. Must be able to plan several steps ahead, always being ready to move on to the next task within each shift; keep written notes so that we do not lose any request or essential information.

Physical and Mental Demands and the Environmental Factors

Occasional (1 33% of the time)

Frequent (34 66% of the time)

Constant (67 100% of the time)

_F__ Requires bending or twisting

_F__ Requires walking and running

_O__ Requires kneeling, crouching, stooping or crawling

_F__ Requires repetitive movement

_F__ Requires standing

_C__ Requires using hands to handle, control, or feel objects, tools or controls

_F__ Requires working outside in all types of weather conditions

_O__ Subject to cuts, burns, and bruises

WORKING CONDITIONS

1. Front Desk, Guest facing, public area environment

Flexible schedules can vary from week to week; must be available to work on weekends and holidays.