What are the responsibilities and job description for the Bellperson position at Nobu Hotel Chicago?
Job Details
Description
Job Summary
To ensure there is clear communication between Valet, Bell Stand and Front Desk so that there is a seamless arrival experience. Bellmen are essential to the Arrival 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 and follow through attention throughout stay. Thorough knowledge of all hotel services and amenities. Store Luggage.
Essential Functions
- Anticipate guests’ needs, respond promptly and acknowledge all guests, however busy and whatever time of day
- Maintain and improve the quality of the guest experience at all times
- Continue to help build and maintain a first-rate Guest Services team
- Be familiar with all hotel services/features and local attractions/activities to respond to guest inquiries accurately.
- Resolve guest complaints, ensuring guest satisfaction.
- Monitor and maintain cleanliness, sanitation and organization of assigned work areas
- Maintain complete knowledge of correct maintenance and use of equipment. Use equipment only as intended
- Maintain complete knowledge of and comply with all departmental policies/service procedures/standards
- Ensure that the Bell Desk is attended at all times; that all posting positions are maintained.
- Communicate anticipated business demands daily with each employee (arrivals/departures, group functions, etc).
- Protect guest and hotel property
- Answer Bell Desk telephone within 3 rings, using correct greeting and telephone etiquette.
- Document guest calls/requests for Bell Person assistance
- Maintain security and accurate record of all guest room keys issued to Bell/Door Staff.
- Monitor and ensure that Bell/Door Staff perform their job functions to the hotel's expected level of service
- Assist Door Staff whenever necessary in performing all job functions.
- Conduct the formal training program on the required job functions with criterion expected and department orientation with new hires. Conduct ongoing training with existing staff.
- Accommodate all guest requests in an accurate and efficient manner
- Anticipate guests’ need, respond promptly and acknowledge all guest
- Coordinate group luggage requirements
- Monitor and maintain the condition of lobby, hotel entrance, Bell Desk and luggage storage areas
- Ensure that all pertinent information is documented in the log book daily
- Be familiar with all hotel services/features and local attractions/activities to respond to guest
- inquires accurately
- Transport luggage from time of arrival to departure to include room moves
- Correctly tag, store and retrieve luggage from holding room.
- Explain to guest Fire Exists and Safety Procedures
- Show guest how to access the room with the key card
- Offer packing and unpacking services, explain laundry service
- Remain in assigned post position, maintaining correct stance
Other Duties/Responsibilities
- Support the Guest Services Supervisor
- Foster positive working relationships with other departments
- Assist Front Office Team
- Maintain and improve the quality of all public areas
Skills and Abilities
- Team Player
- Strong Organizational skills
- Excellent Listening skills
- Excellent communication skills
- Effective planning and organizational skills
- Possess solid judgment
- Operate effectively in stressful situations
- Ability to multi-task
- Ability to adapt to changing guest needs
- Ability to deal effectively and interact well with the guests and associates
- Ability to work in a variety of weather conditions (rain, wind, snow, cold, sun & heat)
- Must be able to stand & walk throughout the day, including on uneven surfaces
- Be able to make decisions and take responsibility for actions
- Maintain stability and operate effectively in emotional and stressful situations
- Confident in addressing conflict
Material and Equipment Directly Used
- Paperwork and files
- Standard office equipment
- Bell cart
Working Conditions & Physical Requirements
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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. Must be able to bend, squat and twist on an occasional basis |
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Physical Environment: |
Ability to walk or stand for extended periods of time during course of shift. |
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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. |
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Work Schedule: |
Due to the cyclical nature of the hospitality industry, Associates may be required to work varying schedules to reflect the business needs of the hotel. |
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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
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Education: |
High school diploma or equivalent vocational training certificate required. Some college or college degree preferred. Degree in hospitality management preferred. |
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Experience: |
Prior hotel experience preferred. Prior experience within a four star hotel brand preferred. |
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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 |
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Communication: |
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. |
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Licenses or Certifications: |
n/a |
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Other: |
Must be customer-service oriented and have excellent hospitality skills. Must be able to calculate basic mathematic functions.
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Acknowledged
I have read the above Job Description with my manager and understand that my performance will be evaluated and measured based on my ability to achieve the above criteria.
This job description in no way states or implies that these are the only duties to be performed by the associate occupying this position. Associates will be required to perform any other job-related duties assigned by their supervisor and/or manager.
This document does not create an employment contract, implied or otherwise, other than an "at will" employment relationship.
Qualifications
Salary : $19 - $21
