Guest Service Agent (Bell Attendant) - Casual - Kona Village

Rosewood Hotel Group•Kailua Kona, HI

10d•Onsite

About The Position

Assist guests upon arrival with their vehicles and luggage, escort them to their rooms, and inform them about resort services and facilities. Attend to guests’ immediate needs upon arrival and provide follow-through attention throughout their stay. Maintain thorough knowledge of resort services and amenities, perform the daily responsibilities of the role, and assist where necessary to ensure optimum service to guests and visitors while maintaining a positive attitude.

Requirements

Minimum two years’ experience as a Bell Person in a luxury or ultra-luxury hotel.
High school diploma.
Ability to perform job functions with attention to detail, speed, and accuracy; prioritize, organize, and follow up; remain calm and resolve problems using good judgment; follow directions; understand guest service needs; work cohesively with coworkers; work with minimal supervision; and maintain confidentiality of guest information and hotel data.
Thorough knowledge of hotel services and amenities; ability to compute basic arithmetic, provide legible communication and directions, and ascertain departmental training needs.
Ability to speak, read, and write English.
Ability to exert physical effort transporting 50 pounds, perform various physical movements, reach up and down, remain stationary at times, and communicate satisfactorily with guests and coworkers.
Clean driving record.

Nice To Haves

Fluency in other languages is preferred.

Responsibilities

Meet and greet arriving guests curbside, open car doors, and secure luggage and personal items before check-in.
Maintain knowledge of and comply with departmental policies, service procedures, standards, and equipment-use requirements.
Maintain service standards at a superior level.
Anticipate guests’ needs, respond promptly, and acknowledge guests regardless of workload or time of day.
Maintain positive guest relations and resolve complaints to ensure guest satisfaction.
Know hotel services, features, amenities, and local attractions to respond accurately to inquiries.
Monitor and maintain the cleanliness, sanitation, and organization of assigned work areas, including the lobby, entrance, Bell Desk, and luggage storage areas.
Ensure the Bell Desk is attended at all times and posting positions are maintained.
Answer Bell Desk calls within three rings using the correct greeting and telephone etiquette; document guest calls and requests for Bell Person assistance.
Maintain security and accurate records of guest room keys issued to Bell/Door Staff.
Perform job functions to the hotel’s expected service level and assist front office staff when necessary.
Accommodate guest requests accurately and efficiently.
Coordinate group luggage requirements.
Extend farewell pleasantries to departing guests.
Perform other duties as required by the Direct Manager and Supervisor.