Front of House Service Attendant -Bell/Door Attendant

Highgate Hotels•Boston, MA

About The Position

The Front of House Service Attendant- Bell/Dorr Attendant is responsible for welcoming guests in an attentive, courteous and efficient manner and providing the guest with a positive first impression. He/she is also responsible for providing assistance into and out of the hotel as well as assisting with transportation needs. Additionally, He/She is responsible for assisting with the check-in/check-out processes and accommodating guests during their stay in an attentive, courteous and efficient manner while also making deliveries.

Requirements

High School diploma or equivalent required and/or experience in a hotel or a related field preferred.
Must have a valid driver's license for the applicable state.
Flexible and long hours sometimes required.
Heavy work - Exerting up to 100 pounds of force occasionally, and/or 50 pounds of force frequently and/or up to 20 pounds of force constantly to lift, carry, push, pull, or otherwise move objects.
Ability to stand during entire shift.

Responsibilities

Maintain a warm and friendly demeanor at all times.
Employees must, at all times, be attentive, friendly, helpful, and courteous to all guests, managers, and fellow employees.
Constant communication and collaboration with sales team
Must be able to effectively communicate effectively with all level of employees and guests in an attentive, friendly, courteous and service oriented manner.
Must be effective at listening to, understanding, and clarifying concerns raised by employees and guests.
Must be able to multitask and prioritize departmental functions to meet deadlines.
Approach all encounters with guests and employees in an attentive, friendly, courteous and service-oriented manner.
Attend all hotel required meetings and trainings.
Maintain regular attendance in compliance with Highgate Hotel Standards, as required by scheduling, which will vary according to the needs of the hotel.
Maintain high standards of personal appearance and grooming, which includes wearing the proper uniform and nametag.
Comply with Highgate Hotel Standards and regulations to encourage safe and efficient hotel operations.
Maximize efforts towards productivity, identify problem areas and assist in implementing solutions.
Must be effective in handling issues, including anticipating, preventing, identifying and solving problems as necessary.
Must be able to understand and apply complex information, data, etc. from various sources to meet appropriate objectives.
Carry a phone with a relay option at all times.
Operate mobile phones and relay / radios efficiently and professionally in communicating with hotel staff.
Ensure the proper use of radio etiquette within the department.
Must be able to cross-train in other hotel related areas.
Must be able to maintain confidentiality of information.
Must be able to show initiative, including anticipating guest or operational needs.
Perform other duties as requested by management.
Understand the who the VIP and special attention guests are
Follow all Highgate Hotel S.O.P.'s and best practices.
Understand and follow all Highgate Hotel policies and house rules.
Understand hospitality terms.
Sign off of all Service Standards
Pick-up, log and deliver packages
Ensure assigned keys are returned at the end of the day
Announce departing shuttles.
Maintain cleanliness of motor entrance and front door.
Ensure workspace is clean according to Highgate Hotel standards
Clean and organize personal work areas and practice cleanliness throughout guest facing spaces
Report cleanliness and maintenance issues immediately if cannot be taken care of
Attend a pre-shift meetings if appropriate or pass-on.
Carry a phone with a relay option at all times.
Operate mobile phones and relay / radios efficiently and professionally in communicating with hotel staff.
Ensure the proper use of radio etiquette within the department.
Manage and organize large turn days (including long term guests).
Ensure overall guest satisfaction.
Load and unload luggage carts.
Escort guests to rooms and familiarize them with hotel services and amenities (hours of outlets, pool, and exercise room, etc.).
Inspect guest’s room to ensure it is in order and that supplies are adequate.
Explain features of the room including operation of radio, television, telephone, in-room movie system, etc.
Check/store luggage for arrivals and departures with luggage tags.
Deliver messages, flowers, laundry and packages to guestrooms to meeting rooms
Assist with room changes.
Perform shoeshine service.
Maintain current listing of local and area attractions, special events and activities.
Maintain list of local transportation guides, churches, sports arenas, etc.
Assist House Attendant with guest requests.
Ensure lobby reader board is correct.
Pick up and deliver from take out/Dine in from Foxglove and Ama to guestrooms through following The Atlas Knock and Dop SOP.
Provide information, maps and directions as required.
Load and unload luggage carts and assist guests with the tagging, storing and retrieving of luggage.
Assist guests with cabs and other transportation requirements.
Coordinate with Valet for seamless guest experience
Open vehicle and hotel doors and greet arriving and departing guests.
Respond to guest questions and answer information on local attractions, events and daily activities in the hotel.
Be aware of VIP and repeat guests; greet them by name.
Answer console to assist guest service agents.
Show guestrooms and suites as needed and emphasize the hotel’s amenities.