Bell Person

Omni Hotels & Resorts•Louisville, KY

About The Position

The Bell Person delivers excellent guest service by building relationships with guests, providing personalized assistance, and anticipating and meeting guest needs. The role includes luggage assistance, directing guests around the hotel, arranging transportation and reservations, delivering parcels and mail, and responding to guest concerns. The Bell Person also maintains bell carts, the bell storage area, and daily records; coordinates with other hotel departments; and supports and trains bell staff.

Requirements

Must be at least 21 years of age.
Previous luxury hotel experience is required.
Ability to stand for the entire scheduled shift and to stand and/or walk for extended periods.
Customer-service orientation, multitasking ability, attention to detail, and strong organizational skills.
Ability to communicate effectively with associates and guests in person or via cellular telephone or radio.
Knowledge of the surrounding area and its attractions.
Willingness to work flexible hours as needed during busy periods and high-profile events, including nights, weekends, and holidays.
Strong customer-service and problem-solving skills, a friendly and approachable demeanor, and attention to detail.
Ability to engage guests at all levels and provide warm, engaging, personalized service.
Ability to work in a fast-paced environment and handle multiple priorities.
Clear, concise written and verbal communication skills, including the ability to communicate pleasantly in English with guests, management, and coworkers.

Responsibilities

Clean and routinely maintain bell carts, working with Engineering when needed.
Use friendly and appropriate expressions when engaging with guests.
Supervise bell staff and ensure they perform their duties efficiently.
Assist guests with restaurant and limousine reservations.
Ensure parcels, mail, and special deliveries are delivered to guestrooms.
Keep the bell storage closet clean and tidy.
Follow up on guest complaints to ensure problems are resolved.
Coordinate with departments such as housekeeping and maintenance to support guest satisfaction.
Use bell carts effectively and cautiously.
Maintain a presence in the lobby while on shift.
Direct guests to the Front Desk or meeting rooms.
Call taxis or shuttles for guests as needed.
Assist with retrieving and loading guest luggage.
Notify the Front Desk and Guest Services of VIP arrivals whenever possible.
Engage in conversation with guests.
Help guests locate hotel areas, walking them to their destinations when possible.
Train new bell staff on hotel procedures and protocols.
Maintain a daily bell log for arrivals and departures.
Send a daily email with information needed by the next shift.
Inventory tools of the trade, including radios, door stops, and bell carts.