About the position
Provides warm and welcoming experience for all guests and visitors. Greets arriving and departing guests and assists with luggage. Guides guests to room and explains features of room. Shuttles guests to and from the hotel. Delivers messages, packages, suitcases, etc. Picks up articles for laundry and valet service. Answers questions about the hotel, hotel amenities, and local area attractions. Resolves guest concerns and provides professional service to gain high level of guest confidence and satisfaction.
Responsibilities
- Greets arriving/departing guests and assists with loading/unloading baggage.
- Escorts incoming hotel guests to rooms and explains features of room.
- Provides information/answers questions about available services and facilities, points of interest, and entertainment attractions.
- Delivers luggage for arriving guests and picks up luggage of departing guests.
- Assists with luggage storage.
- Drives passengers in vehicle from hotel to appropriate destinations according to assigned schedule while obeying all state and city traffic laws.
- Loads and unloads guest luggage and equipment.
- Maintains cleanliness of transportation vehicles by removing trash, sweeping/vacuuming, and wiping down passenger and driver areas.
- Resolves guest complaints within scope of authority; otherwise refers the matter to management.
- Notifies supervisor and/or Security of all unusual events, circumstances, missing items, or alleged theft.
- Notifies management of any problems resulting from guest complaints, intoxication or disruptive behavior.
- Follows all safety policies and procedures.
- Reports potential safety issues to manager whenever observed and takes immediate action to resolve in emergency situations.
- Monitors maintenance and upkeep of hotel vehicles.
- Keeps accurate maintenance records and notifies management of needed repairs and maintenance.
- Delivers messages and runs errands.
- Supplies guests with directions and information regarding property amenities, services, and hours of operation, and local areas of interest and activities.
Requirements
- One to three months related experience and/or training.
- Experience driving a manual transmission and a variety of types of vehicles.
- Ability to serve needs of guest through use of the phone, computer and face-to-face interactions.
- Ability to use discretion with confidential/sensitive information.
- Demonstrates positive attitude and professional demeanor.
- Strong communication and interpersonal skills.
- Commitment to a high level of guest satisfaction.
- Ability to perform basic math skills such as addition, subtraction, multiplication and division.
- Ability to learn and use telephone and computer systems used at the hotel.
- Working knowledge and skills of computer operation required.
- Ability to read and interpret documents such as safety rules, operating and maintenance instructions, and procedure manuals.
- Must be able to speak, read, write and understand English.
- Must possess a valid Drivers License for the appropriate class of vehicle with good driving record.
- Requires passenger endorsement and medical clearance along with a Class B License.
Nice-to-haves
- Due to the cyclical nature of the hospitality industry, team members may be required to work varying schedules to reflect the business needs of the hotel.
- Work schedules will include working on holidays, weekends and alternate shifts.
