Bell Staff

Sheraton Universal Hotel• Universal City, CA, US, CA

24d•Onsite

About The Position

Serves hotel guests by performing various duties to ensure a positive guest experience. This includes welcoming guests, assisting with luggage, providing information about hotel amenities and services, orienting guests to their rooms, and handling guest requests and complaints. The role requires excellent customer service skills and the ability to communicate effectively with guests and colleagues.

Requirements

Must be a people person and have excellent customer service.
High School diploma or GED.
One to three months related experience and/or training; or equivalent combination of education and experience.
Ability to read, analyze and comprehend simple instructions, short correspondence and memos.
Ability to write simple correspondence.
Ability to effectively present information in one-on-one and small group situations to guests, clients, and other colleagues.
Ability to communicate in English.
Ability to add, subtract, multiply, and divide in all units of measure, using whole numbers, common fractions, and decimals.
Ability to compute rate, ratio, and percent and to draw and interpret bar graphs.
Ability to apply common sense understanding to carry out detailed but uninvolved written or oral instructions.
Ability to deal with problems involving a few concrete variables in standardized situations.
Regularly required to use hands to finger, handle, or feel and talk and hear.
Frequently required to stand, walk and sit.
Occasionally required to reach with hands and arms.
Must occasionally lift and/or move up to 50 pounds.
Specific vision abilities required include close vision, color vision, peripheral vision, depth perception, and the ability to adjust focus.

Nice To Haves

Ability to communicate in other languages in addition to English.

Responsibilities

Welcome guests to the hotel upon arrival and during their stay, displaying positive body language and maintaining an "On Brand" manner.
Assist guests with their luggage to their rooms, providing information regarding the hotel’s amenities and services.
Orient guests to their rooms, placing luggage on racks, showing how to adjust heat/air, use the phone, and operate the mini-bar, and offering ice.
Provide guests with information about area attractions, special events, and hotel/restaurant services, including hours of operation.
Deliver guest amenities, welcome notes, faxes, packages, and requested refrigerators.
Pick up and deliver dry cleaning for guests.
Follow through on all guest complaints and requests to ensure appropriate action and follow-up.
Review group folios and prepare for group arrivals, special requests, or VIPs.
Assist guests with directions to area restaurants, the hotel restaurant, and group functions.
Communicate with the Front Desk regarding special requests, VIPs, AXPLA, Rewards Members, and special amenity deliveries.
Assist guests with concerns/complaints.
Keep work area neat, clean, and organized, maintaining keys in secure areas.
Report unsafe conditions immediately.
Demonstrate excellent communication at all levels to ensure guest needs are met first.
Conform to procedures that enhance customer service and operation of the front office.
Show guests excellent knowledge of the hotel's guest areas and beyond.