Guest Service Agent

Description

Make it here/anywhere. Ace Hotel New York seeks kind, curious and industrious humans to join our family.

Ace Hotel New York lives in the 12-story, turn-of-the-century home of the historic Hotel Breslin, in Midtown Manhattan. We’re a central hub for New Yorkers and international travelers alike, and a reliable respite from New York's mayhem — full of local art, thoughtful details and the best beds in the universe. Now all we need is you.

SUMMARY

The Bell Attendant is responsible for directing traffic at property entrance, assisting guests with luggage, escorting guests to rooms and giving property and room orientations, storing and retrieving luggage, delivering packages and other items in the property, providing directions and maintaining property entrance and lobby. The Bell Attendant works closely with the Front Desk staff to coordinate assistance to guests.

CORE FOCUS & ESSENTIAL RESPONSIBILITIES

Qualified candidates must be able to satisfactorily complete the following responsibilities. Other duties may be assigned.

1. Ensure smooth traffic flow at the property entrance.

2. Ensure property entrance, lobby, and bell closet areas remain clean and orderly.

3. Open vehicle doors and assist guests entering and exiting vehicles.

4. Proactively offer guests assistance with baggage in any area of the property.

5. Transfer luggage and other items to and from vehicles, as requested or needed.

6. Utilize bell carts effectively and with caution. Ensure carts remain clean and in good condition.

7. Request taxis and shuttles for guests, as needed.

8. Orient guests to the property when escorting to guest rooms.

9. Place luggage according to guest preference, provide guest room orientation, and offer further assistance before departing.

10. Store and retrieve luggage for guests.

11. Assist individuals and groups with check-in, checkout, and room changes.

12. Deliver newspapers, messages, packages, mail, and other items to guest rooms, meeting rooms, and offices.

13. Upon departure, thank guests and invite them back to the hotel.

14. Provide directions to guests, as needed.

15. Maintain an alert position at post at all times.

16. Work closely with the front desk staff to coordinate the efficient handling of luggage and follow up on guest requests, inquiries, etc.

17. Greet guests in all public areas of the property; answer questions, handle requests, and offer directions, as needed.

18. Be knowledgeable of property facilities, services, hours of operation, in-house events, conferences, and amenities to proactively assist guests.

19. Promote property outlets to guests.

20. Assist guests in finding locations within the property by escorting, when possible, or giving clear directions.

21. Resolve guest complaints using property procedures.

22. Participate in daily pre-shift meetings.

23. Perform additional duties as requested by department managers and supervisors.

24. Communicate with supervisors and managers to ensure that assigned duties are completed to standard.

25. Coordinate operations with other departments, as needed.

26. Present a professional image to employees, guests, clients, owners, and investors.

27. Review and develop guest history records to enhance personalized service for repeat guests.

28. Maintain confidentiality of guest, employee, and company information.

SUPPORTING FUNCTIONS

In addition to the core focus & responsibilities, the candidate is expected to complete the following duties:

1. Follow up on outstanding operational and guest (internal & external) issues.

2. Monitor guest feedback and adjust accordingly.

3. Inspecting lobby areas, hotel entrances and garage for cleanliness and maintenance, report deficiencies to appropriate departments and ensure timely completion.

Qualifications

ESSENTIAL QUALIFICATIONS

To perform this job successfully, an individual must be able to perform each essential duty satisfactorily. The requirements listed below are representative of the knowledge, skill, and/or ability required. Reasonable accommodations may be made to enable individuals with disabilities to perform the essential functions.

1. Ability to satisfactorily communicate in verbal and written English with guests, management, and co-workers to their understanding.

2. Prioritize and organize work assignments, have timely follow up and execution.

3. Have superb time management skills.

4. Maintain complete knowledge of all hotel services/features and hours of operation.

5. Other language, mathematical, and reasoning abilities as outlined below.

6. Ability to comply with physical demands as outlined below.

7. Knowledge and understanding of Atelier & Ace Culture & initiatives

8. Ability to compute basic mathematical calculations.

9. Flexible schedule required which includes weekends and holidays.

10. Must have a valid driver’s license. Manual transmission experience preferred.

REQUIRED EDUCATION and/or EXPERIENCE

Individuals should be a High School Graduate and/or any combination of experience that provides the required knowledge, skills, and ability to effectively fulfill the requirements of this job description. Previous experience in a hotel setting preferred.

LANGUAGE, MATHEMATICAL, and REASONING ABILITIES

Candidate must meet the following cognitive abilities:

1. Ability to understand guests’ service needs & requests.

2. Ability to acknowledge guests’ requests in a polite manner.

3. Ability to clearly communicate in verbal and written English (additional foreign languages are encouraged and preferred).

4. Ability to apply logical thinking and understanding to carry out written and oral instructions.

5. Ability to address and solve problems involving guest and operational issues.

6. Ability to compute basic mathematical calculations.

PHYSICAL DEMANDS / WORK ENVIRONMENT

The physical demands described here are representative of those that must be met by an employee to successfully perform the essential functions of this job. The typical environment is an office atmosphere with ambient room temperatures, ambient lighting, and common office equipment. Reasonable accommodations may be made to enable individuals with disabilities to perform the essential functions.

1. Sit, walk, and stand continuously.

2. Lift / carry 25lbs (frequently) and 50lbs (occasionally)

3. Bend, squat, crawl, and reach above shoulder level.

4. Use dominant hand coordination for simple grasping, pushing/pulling, and fine manipulation.

5. May be exposed to extreme temperatures, dust, dampness, height, and moving machinery.

Salary : $19