Bell Hop

Viejas Casino & Resort•Alpine, CA

About The Position

The Bell Hop assists guests with luggage during check-in and check-out, orients guests to their rooms, organizes and stores luggage, and documents luggage tickets. The role also acts as a concierge by answering calls promptly and providing information about hotel amenities, services, operating hours, and local points of interest. The Bell Hop welcomes and acknowledges guests, anticipates and addresses service needs, responds to requests and complaints, and follows through to achieve satisfactory outcomes. The position helps guests enter and exit vehicles, maintains control of guest keys, records vehicle tickets and damage, and keeps the work area clean, organized, and safe. The role works with team members to achieve shared goals, attends staff meetings and training, and follows company policies, procedures, and applicable laws and regulations. The position does not supervise others.

Requirements

High school diploma or GED.
California driver’s license and a good driving record.
Three months or more of related experience.
Guest service experience.
Must be at least 21 years of age.
Detail-oriented, organized, self-motivated, and values teamwork.
Ability to communicate effectively with guests and team members verbally or in writing.
Ability to multitask and work in a fast-paced environment.
Ability to work a flexible schedule according to business needs, including evenings, weekends, and holidays.

Responsibilities

Assist guests with luggage promptly at check-in and check-out.
Orient guests to their rooms when delivering luggage.
Organize and store luggage in the designated area as needed.
Document luggage tickets with the guest’s name and number of bags.
Act as concierge and answer telephone calls within three rings.
Provide directions and information about property amenities, services, operating hours, and local areas of interest.
Welcome and acknowledge guests according to company standards, anticipate and address service needs, and thank guests with genuine appreciation.
Answer telephone calls, respond to guest requests and complaints, and follow through to ensure satisfactory outcomes and compliance.
Build and maintain relationships with new, regular, and frequent guests, using their names to encourage repeat visits.
Open ladies’ doors first.
Assist guests when entering and exiting vehicles.
Maintain proper control of guest keys.
Document vehicle tickets with guest names and walk around each vehicle to note damage.
Maintain and organize the work area.
Partner with and assist team members to promote teamwork and achieve common goals.
Attend staff meetings and trainings for updates on hotel activities and promotions.
Follow company and departmental policies, standard operating procedures, and applicable governmental laws and regulations.
Notify Loss Prevention/Security of guest reports of theft.
Maintain a clean, safe, and hazard-free work environment.