What are the responsibilities and job description for the Hotel Lobby Representative position at Pueblo of Pojoaque?
JOB PURPOSE: Greets each and every guest at the resort lobby areas. Escorts arriving and departing guests in a friendly, courteous manner to and from their accommodations, transporting their luggage. Acquaints each guest with the resort , casino and guest room and its features. Provides quality valet and shuttle service to guests.
ESSENTIAL FUNCTIONS:
- Greets guests immediately with a friendly and sincere welcome. Remaining calm and attentive, especially during heavy hotel activity and emergencies
- Opens doors for guests
- Retrieves guest items from cars, busses, vans, and carts. Grasp, lift, carry and/or load luggage and packages onto a bell cart to transport items throughout the hotel to the designated room. Navigates bell cart through public areas, guest room corridors, and to elevators.
- Listens and responds to guest inquiries using a positive, clear speaking voice.
- Answers questions and offers assistance giving accurate information regarding outlet hours, other hotel services, directions to local attractions or function rooms, car rentals, airline shuttle service, etc.
- Organizes and stores luggage as necessary in a designated area.
- Picks up and delivers guest laundry to and from guest rooms in a timely, accurate manner.
- Delivers mail, packages, faxes, amenities etc. to specific guest rooms as needed
- Maintains and posts hotel reader boards and public area signage.
- Cleans and polishes carts and other equipment used in the department.
- Retrieves and inputs data from a computer terminal in an accurate, error-free manner.
- Answers the bell guest services desk phone and provides information as needed.
- Inspects shuttle vans for damage, tire wear or low pressure, windshield damage, etc.
- Re-fuels shuttle vehicles.
- Washes vans (exterior/interior)
- Reports to supervisor if maintenance or repairs are required on shuttle vehicles
- Reads and matches luggage tags, write claim tickets, and detach portion to give to guest.
- Other duties as assigned.
REQUIRED QUALIFICATIONS (KNOWLEDGE, SKILLS, AND ABILITIES):
- Ability to stand and move throughout the lobby and continuously perform essential job functions
- Knowledge of Valet department manual of rules, regulations, and procedures
- Skill in operating a wheelchair lift.
- Knowledge of vehicle maintenance inspection procedures.
- Skill in driving various vehicles (stick shift, automatic).
- Ability to understand and follow written and or verbal instructions.
- Ability to effectively deal with internal and external customers, some of whom will require high levels of patience, tact, and diplomacy to defuse anger and collect accurate information.
- Ability to read English language sufficient to ascertain information from luggage tags and claim checks to write numbers and names on claim checks and rooming lists.
REQUIRED EDUCATION OR COMBINATION OF EDUCATION AND EXPERIENCE:
- High school graduate or GED.
- Prior guest service or other hospitality experience preferred.
- CPR Certification and/or First Aid Training preferred.
- Possess and maintain a safe driving record
- Travel required
- Must be at least 18 years old of age.
- Must possess a valid New Mexico driver’s license
- Shuttle driver duties require a CDL with passenger endorsement and the age of 21
PHYSICAL REQUIREMENTS/WORK ENVIRONMENT:
- Standing/Walking, 50% ; Sitting 50%
- Ability to perform tasks requiring bending, stooping, kneeling, and walking significant distances on property.
- Ability to grasp, lift, and/or carry or otherwise move packages, boxes, and luggage up to 50 lbs. continuously throughout shift.
- Sufficient manual dexterity in one hand to be able to load and unload luggage.
- Exposure to noise and outdoor elements, all types of weather; extended periods of standing, sitting, running, and walking
- Office/Hotel setting; Shift work; Required to work weekends, holidays, and overtime as needed
