Bell Captain

Mountain Standard Group LLC•Jackson, WY

About The Position

Crystal Creek Hospitality is a collection of independently spirited and branded hotels focused on remarkable hospitality™. We see every day as an opportunity to enrich the lives of our employees, guests, and communities. Our vision, mission, values and commitments are at the core of every decision we make and every person we hire. No heroes, no egos–just a diverse group of individuals with solid relationships built on a foundation of trust that honors our employees, guests, and investors. OUR VALUES We Engage and We Listen We Care and We Own We Provide and We Ensure We Appreciate and We have Fun JOB OVERVIEW The Bellperson/Valet is responsible for delivering excellent guest service by providing assistance with luggage, escorting guests to their rooms, parking and delivering guest vehicles, storing and securing guest vehicle keys, and ensuring a smooth check-in and check-out process. This position plays a key role in creating a welcoming and hospitable environment for guests while assisting with the overall guest experience during their stay.

Requirements

2-years Guest Services experience preferred
1-year of Guest Services leadership preferred
Pass a Motor Vehicle Record check
Defensive / Safe driver certification
Organizational and time management skills
Be an active team player and ability to collaborate across teams
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

Responsibilities

Hold colleagues responsible and accountable for their daily job performance by documenting any infractions.
This includes but is not limited to timeliness of completing assignments, attendance, uniforms, and ensuring team members are at their proper posts.
Champion communication regarding daily events, VIPS, Resumes, and pass-on information provided from the front desk/MOD to the Bell/Valet team.
Maintain town car inspection checklist and provide updates to the Guest Service Manager about needed repairs.
Inspect and report any hazards in the garage that could impact Valet.
Maintain inventory checklist and provide updates when restocking is necessary.
Assist Guest Service Manager with payroll and scheduling, to confirm the accuracy of commission postings and schedule requests.
Overseeing additional tasks as assigned by the Guest Service Manager.
Manage the shipping & receiving process to ensure that guest packages are accounted for and delivered in a timely manner.
In addition to the above responsibilities, you are expected to perform the duties of the Bell and Door team below;
Prioritize and accurately complete essential functions, including but not limited to:
Greeting, escorting, and introducing arriving guests to front office team
Describing room and property features to guests upon arrival
Proactively assisting departing guests to transportation
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.
Be able to assist within the check-in/checkout process should the need arise
Promptly answers the telephone and email inquiries from internal and external communication streams. Inputs messages into the computer and advises other associates of special guest needs. Retrieves messages and communicates the content to the guest. Retrieves mail, packages and facsimiles or other special items for customers as requested
Complete all assigned checklist and shift reports accurately
Valet guest vehicles and operate the town car.
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