What are the responsibilities and job description for the Bell Attendant - The Cloudveil Hotel position at The Yarrow Group?
As a Bell Attendant, you are responsible for participating in all aspects of the guest arrival/departure experience and providing excellent customer service. You must maintain high standards in all aspects of internal and external service while embracing the Marriott Brand service culture. You will work closely with the guest experience, concierge, and front desk team. You must ensure you maximize the guest experience by achieving all Marriott & AAA service standards, maintaining consistent quality of service, exceeding expectations and efficiently completing departmental objectives.
- Prioritize and accurately complete essential functions, including but not limited to:
- Greeting, escorting, and introducing arriving guests to front office team
- Park guest vehicles as requested
- Efficiently retrieving luggage from arrival vehicle and safely delivering to guest room
- Describing room and property features to guests upon arrival
- Proactively assisting departing guests with luggage into departing vehicle
- Timely tracking incoming/departing packages
- Ensure all brand and service standards are met and adhered to. Remain calm and alert, resolve guest complaints within guidelines. Protect guest sentiment by representing and promoting the hotel and dealing positively with the public. Follow the LEARN model
- Greets guest immediately with a friendly and sincere welcome. Use a positive and clear speaking voice, listen to understand request, respond with appropriate action and provide accurate information such as outlet hours, special VIP programing, events, etc.
- Complete all assigned checklist and shift reports accurately
- Maintain the cleanliness of front drive and surrounding areas
- Retrieve mail, packages and other special request items for guests as requested
- Deliver arrival amenities, cards, or packages to guest rooms or post upon arrival, during stay or after departure
- Be educated and familiar with local and area recreational, dining, and cultural activities and attractions to provide approved recommendations to guests
- Be aligned with the culture, values, goals and human resource programs of the Marriott Brank.
- Maintain a professional appearance and attitude at all times. Follow the dress code and uniform standards. Demonstrate positive body language and posture
- Be proficient in using package tracking system and other pertinent software as assigned (MGS & GXP)
- Stock, maintain, and clean lobby market area and guest room pantries
- Follow all best practices, policies and procedures for the guest experience team
- Maintain a clean, neat and organized workstation and lobby area
- Follow safety and emergency guidelines, policies, and procedures
- Maintain tip tracking in time clock without error
- Complete miscellaneous tasks as assigned, assist in other departments when needed
- Minimum of one-year in guest facing role, preferably in full-service resort
- Valid drivers license active 2 years and clean driving record
- Strong background of customer service experience
- Process excellent verbal and written communication
- Proven track record in resolving guest problems and expediting solution
- Understand daily hotel operations
- Must read, write and speak the English language effectively
- Flexible schedule during high business volumes including weekends, evenings, and holidays
- Possesses basic math skills
- Ability to effectively manage internal and external customers, some of whom will require high levels of patience, tact and diplomacy to defuse anger, collect accurate information and resolve conflicts
- Ability to work independently, with little to no supervision, use time efficiently and multi-task
- Wellness Resources
- Training & Development
- Short Term & Long Term Disability
- Paid Time Off (Vacation, Sick & Public Holidays)
- Life Insurance (Basic, Voluntary & AD&D)
- Retirement Plan (401k, IRA)
- Health Care Plan (Medical, Dental & Vision)
