Guest Services Bell/Valet attendant

THE UMSTEAD HOTEL & SPA•Cary, NC

1d•$11 - $11

About The Position

To increase guest satisfaction by providing efficient, prompt, trouble free and courteous Front Office service as well as retrieving guest vehicles connected with arriving, departing, and in-house guests, in line with the hotel’s guidelines, and The Umstead Hotel and Spa’s guidelines and service concepts. Also responsible for welcoming guests, expressing verbal/fond farewell, assisting with guest luggage, providing directions and any other guest related assistance. Monitor and maintain safety, security, and cleanliness of parking areas/levels, and report any security or safety problems. Able to effectively re-route traffic to alternate parking levels or locations when the parking facility reaches maximum capacity and keep informed supervisors and Front Office. pay range does not include gratuity

Requirements

Uses the appropriate approach to respond to negative comments /complaints and notifies Front Office Manager immediately for appropriate follow-up
Able to multi-task and work in a fast-paced environment
Able to stand long periods
Flexible schedule and ability to work all shifts including weekends and holidays
Valid drivers license and clean driving record.
Must be able to stand during entire shift.
Must have professional appearance and attitude at all times according to hotel quality standards
Be able to lift 60 lbs

Responsibilities

Welcomes guests to the hotel with appropriate greeting
Open hotel main doors and assist guest entering and leaving the property
Assist guest with opening and closing vehicle doors
Assist guests with loading and unloading luggage
Acknowledge and greet guests within 60 seconds and provide fast, friendly service
Communicate proper parking procedures to guests
Tag guest vehicle keys with date, time, and name
Able to effectively park and retrieve guests cars without causing damage to the vehicle
Ensure that parked cars are locked and that keys are stored safely or returned to the owner
Responds to guest requests for information about the hotel and its surroundings
Arranges for special services requested by the guest i.e Taxi, Ecostyle or Uber
Arranges fulfillment of guest services by working with Bell staff, and Reception Agents
Resolves any guest related problems graciously and expeditiously, while simultaneously protecting the interests of both the guests and the hotel
Give a fond farewell to all guest who are departing and thank them
Communicates effectively with guests, colleagues, and supervisors
Demonstrates teamwork by co-operating and assisting colleagues as needed
Document and report all vehicle incidents like damages, accidents, theft, missing articles etc..
Demonstrates a working knowledge of all services and facilities of the hotel, and effectively assists the hotel’s guests
Uses the appropriate approach to respond to negative comments and complaints; and notifies Front Office Manager immediately for appropriate follow-up
Fulfills any special requests/needs of guests (i.e. room deliveries, shoe shine, etc)
Assists other departments when necessary
Drive and park guest cars
Adheres to the Forbes 5 Star standards at all times, other hotel policy and standards of service
Practice the Hotel’s 4 Supporting Values
Attends meetings and training required by the Front Office Manager, Director of Rooms, Human Resources or General Manager
Accepts flexible work schedule to include nights and weekends necessary for uninterrupted service to hotel guests
Maintains own working area and materials are kept clean, tidy and in good shape; reports defective materials and equipment to the Assistant Front Office Manager
Ensures all discrepancies in own cash are declared to the Front Office Manager and Director of Finance
Ensures that guest details are not disclosed
Maintains high confidentiality in regards to guest privacy
Reports any suspicious behavior of guests and staff to the Manager on Duty
Ensures that all potential and real hazards are reported appropriately and immediately
Fully understands the hotel’s fire, emergency, and bomb procedures
Follows emergency procedures to provide for the security and safety of guests and employees
Works in a safe manner that does not harm or injure self or others
Supports a safe hotel by applying hotel regulations, and adhering to existing laws and regulations
Anticipates possible and probable hazards and conditions and notifies the Front Office Manager
Maintains the highest standards of personal hygiene, dress, uniform, appearance, body language, language and conduct