Overnight Guest Service Agent (Bell/Door Person)

Rosewood Hotels & Resorts•Washington, DC

62d•$18•Onsite

About The Position

Overview: Responsible for the guest arrival and departure experience. Ability to transport guest luggage to/from guestrooms as well as park and retrieve guest vehicles. Escort guests to rooms and inform guests of all hotel amenities and features. Responsible for attending to immediate needs of each guest upon arrival, throughout their stay and during departure. Express thorough knowledge of all hotel services and amenities.

Requirements

Prior hospitality experience, preferably in a similar bell or door position.
High school diploma or equivalent education required.
Must be able to perform job functions with attention to detail, speed and accuracy; prioritize, organize and follow-up; be a clear thinker, remaining calm and resolving problems using good judgment; follow directions thoroughly; understand a guest's service needs; work cohesively with co-workers as part of a team; work with minimal supervision; maintain confidentiality of guest information and pertinent hotel data.
Overnight. Full time. Flexibility to work weekdays, weekends, holidays.
Thorough knowledge of all hotel services and amenities; ability to provide clear directions. Ability to remain calm and courteous with demanding and difficult guests; ability to perform job functions to standards under pressure; ability to ensure security and confidentiality of guests and their information; ability to work with direct supervision.
Required to speak, read and write English, with fluency in other languages preferred.
Must be able to exert physical effort in transporting a minimum of 35 pounds, endure various physical movements throughout the work areas, reach up and down, push and pull, remain standing stationary for long periods of at time throughout work periods, and satisfactorily communicate with guests and co-workers to their understanding.
Valid Driver's License with the ability to drive manual and automatic vehicles.

Responsibilities

Support, maintain and adhere to all safety, health and sanitary guidelines and recommendations issued by Rosewood, the Centers for Disease Control and Prevention; OSHA, Federal and local DC Government.
Maintain complete knowledge of and comply with all departmental policies, service procedures and standards.
Ensure that standards are maintained at a superior level on a daily basis.
Maintain complete knowledge of correct maintenance and use of equipment. Use equipment only as intended.
Anticipate guests' needs, respond promptly and acknowledge all guests, however busy and whatever time of day.
Coordinate with the overnight front desk for any guest's requests during the night shift and proceed with the delivery of the items to the room.
Maintain positive guest relations at all times.
Thorough knowledge of all hotel services/features and local attractions/activities to respond to guest inquiries accurately.
Maintain hotel property to include bell carts, bikes, umbrellas and all other equipment.
Assist with Butler services.
Resolve guest complaints, ensuring guest satisfaction.
Transport guest luggage from the point of arrival at the hotel to their assigned room.
Transport guest luggage from current room to reassigned room for room changes.
Transport guest luggage from their room to the point of departure from the hotel.
Assist in locating guest's lost luggage.
Correctly tag, store and retrieve luggage from holding room.
Identify fire exit closest to guest's room and explain safety features of assigned room.
Identify and explain guest room features to include use of: air conditioning/heat units and thermostat controls telephone television clock radio bluetooth speaker guest services directory mini-bar in room safe lights bathroom amenities valet/laundry services door lock
Offer packing/unpacking service; explain pressing and laundry service.
Maintain accurate knowledge of scheduled functions within the hotel to direct guests to correct locations.
Relay accurate directions to guests on inquiries of transportation within the local area.
Remain in assigned postposition, maintaining correct stance.
Retrieve guest dry cleaning/laundry from rooms and deliver processed items.
Deliver items to guest rooms promptly to include.
Monitor and maintain appearance of lobby areas and luggage holding room.
Polish brass luggage carts and maintain cleanliness of carts.
All other duties as required.