What are the responsibilities and job description for the Overnight Bellperson/ Valet position at Peabody Hotels & Resorts ?
Description
ESSENTIAL JOB FUNCTIONS
Maintain complete knowledge of and comply with all departmental policies, service procedures and standards. Maintain complete knowledge of correct maintenance and use of equipment. Use equipment only as intended. Anticipate guests' needs, respond promptly and acknowledge all guests, however busy and whatever time of day. Maintain positive guest relations at all times. Be familiar with all hotel services / features and local attractions / activities in order to respond to guest inquiries accurately. Resolve guest complaints, ensuring guest satisfaction. Monitor and maintain cleanliness, sanitation and organization of assigned work areas. Transport guest luggage from the point of arrival at the hotel to their assigned room. Transport guest luggage from current room to reassigned room for room changes. Transport guest luggage from their room to the point of departure from the hotel. Assist in locating guests' lost luggage, logging and notifying guests of luggage delivered by airlines. Correctly tag, store and retrieve luggage from storage locations. Identify and explain the following hotel facilities and features to guests while escorting them to their rooms : Concierge Desk.
Duck March. Lobby Lounge. Peabody Deli and Desserts. Capriccio Grill. Chez Philippe. Retail Outlets. Convention Areas. Recreation Level. Identify fire exit closest to guest's room and explain safety features of assigned room. Demonstrate use of room key to guests. Place guest luggage inside room using luggage rack or place per guest request. Identify and explain guest room features to include use of air conditioning / heat units and thermostat controls.
telephone (inform of charges and 2nd line). HSIA in all guest rooms and public areas. television (interactive services, pay channels, information channel, games, WebTV). guest services directory, including room service menu. in-room safe. lights. bathroom amenities. extra pillows, blankets and robes. valet / laundry services, ironing board. door lock. ice. Maintain accurate knowledge of scheduled functions within the hotel in order to direct guests to correct locations. Relay accurate directions to guests regarding inquiries about transportation within the local area. Maintain accurate log record of guest calls for Bell Person assistance. Answer Bell Stand telephone within 3 rings using correct greeting and telephone etiquette. Remain in assigned post position, maintaining correct stance. Properly log and track all luggage handled for porterage inclusive groups. Deliver items to guest rooms promptly per guest or associate request to include : messages.
mail, faxes. packages. flowers. sundry items. gift items. Deliver USA Today newspaper by 6 a.m. to specified guest rooms. Monitor and maintain appearance of lobby areas and luggage holding room. Polish brass luggage carts and maintain cleanliness of carts. SECONDARY JOB FUNCTIONS
Assist Front Desk with guest room tours. Assist Door Person with unloading and loading of vehicles. Provide shoeshine service. Assist Concierge staff with guest requests and services. Requirements
QUALIFICATIONS
Essential :
Fluency in English, both verbal and written. Ability to provide legible communication and directions. Ability to compute basic arithmetic. Ability to : perform job functions with attention to detail, speed and accuracy. prioritize and organize. be a clear thinker, remaining calm and resolving problems using good judgment. follow directions thoroughly. understand guests' service needs. work cohesively with associates as part of a team. work with minimal supervision. maintain confidentiality of guest information and pertinent hotel data. satisfactorily communicate with guests, management and co-workers in a courteous, empathetic and discreet manner. maintain regular and punctual attendance. adhere to Peabody grooming standards. exemplify Peabody Service Excellence®. Desirable :
High school graduate or equivalent vocational training certificate. Knowledge in a foreign language. Experience in Hospitality Industry in similar position. Ability to suggestively sell. Ability to input and access information in the property management system / computers / point of sales system. Previous guest relations training. PHYSICAL ABILITIES
Essential :
1. Exert physical effort in transporting 500 pounds including up and down inclines.
2. Ability to bend, squat, kneel, climb (including stairs) and reach up to 2 feet.
3. Ability to lift, carry, and store in overhead areas approximately 50 pounds.
4. Remain in posted position throughout work shift.
5. Ability to hear guest voices through a closed door.
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