ESSENTIAL JOB FUNCTIONS

1. Maintain complete knowledge of and comply with all departmental policies, service procedures and standards.
2. Maintain complete knowledge of correct maintenance and use of equipment.  Use equipment only as intended.
3. Anticipate guests’ needs, respond promptly and acknowledge all guests, however busy and whatever time of day.
4. Maintain positive guest relations at all times.
5. Be familiar with all hotel services/features and local attractions/activities in order to respond to guest inquiries accurately.
6. Resolve guest complaints, ensuring guest satisfaction.
7. Monitor and maintain cleanliness, sanitation and organization of assigned work areas.
8. Transport guest luggage from the point of arrival at the hotel to their assigned room.
9. Transport guest luggage from current room to reassigned room for room changes.
10. Transport guest luggage from their room to the point of departure from the hotel.
11. Assist in locating guests’ lost luggage, logging and notifying guests of luggage delivered by airlines.
12. Correctly tag, store and retrieve luggage from storage locations.
13. 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.
14. Identify fire exit closest to guest's room and explain safety features of assigned room.
15. Demonstrate use of room key to guests.
16. Place guest luggage inside room using luggage rack or place per guest request.
17. Identify and explain guest room features to include use of
    • air conditioning/heat units and thermostat controls.
    • telephone (inform of charges and 2^nd 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.
18. Maintain accurate knowledge of scheduled functions within the hotel in order to direct guests to correct locations.
19. Relay accurate directions to guests regarding inquiries about transportation within the local area.
20. Maintain accurate log record of guest calls for Bell Person assistance.
21. Answer Bell Stand telephone within 3 rings using correct greeting and telephone etiquette.
22. Remain in assigned post position, maintaining correct stance.
23. Properly log and track all luggage handled for porterage inclusive groups.
24. Deliver items to guest rooms promptly per guest or associate request to include:
    • messages.
    • mail, faxes.
    • packages.
    • flowers.
    • sundry items.
    • gift items.
25. Deliver USA Today newspaper by 6 a.m. to specified guest rooms.
26. Monitor and maintain appearance of lobby areas and luggage holding room.
27. Polish brass luggage carts and maintain cleanliness of carts.

SECONDARY JOB FUNCTIONS

1. Assist Front Desk with guest room tours.
2. Assist Door Person with unloading and loading of vehicles.
3. Provide shoeshine service.
4. Assist Concierge staff with guest requests and services.