SUMMARY:
Escorts arriving and departing guests in a friendly, courteous manner to and from their accommodations, transporting luggage. Acquaints each guest with room and features.
ESSENTIAL DUTIES & RESPONSIBILITIES:
- Retrieves guest items from cars, busses, vans and carts. Grasps, lifts, carries and/or loads luggage and packages onto a bell cast to transport items throughout hotel to designated room.
- Navigates bell cart through public areas, guest room corridors and to elevators.
- Escorts guests to accommodations, visually inspects room and telephone and deficiencies such as towels to housekeeping immediately. Points out room features and directory for reference.
- Listens and responds to guest inquiries using a positive, clear speaking voice.
- Answers questions and offers assistance giving accurate information regarding outlet hours, other hotel services, directions to local attractions or function rooms, car rentals, airline shuttle service, etc.
- Monitor complete control of bell carts & concierge phones at all times.
- Organizes and store luggage as necessary in a designate area.
- Keep control of motor lobby check-in/check-outs.
- Greet all guests immediately with a friendly and sincere welcome. Remain calm and attentive especially during heavy hotel activity.
- Must be knowledgeable of restaurants, tourist attractions and available tours for our guests.
- Must have a good working relationship with restaurants and other hotel staff members.
- Answers the Bell desk phone and provides information as needed. Ability to effectively communicate via telephone with guests.
- Picks up and delivers guest laundry to and from guest rooms in a timely, accurate manner.
- Delivers morning newspaper, express checkout packets, mail, packages, faxes, etc. to specific guest rooms.
- Maintains and posts hotel reader boards and public area signage.
- Cleans and polishes carts and other equipment used in the department.
- Retrieves and inputs data from a computer terminal in an accurate, error-free manner. Cleans and polishes carts and other equipment used in the department.
- Reads and matches luggage tags, writes claim tickets and detaches portion to give to the guest.
- Other duties may be assigned
SPECIFIC JOB KNOWLEDGE, SKILL AND ABILITY:
To perform this job successfully, an individual must be able to perform each essential duty satisfactorily. The requirements listed below are representative of the knowledge, skill, and/or ability required. Reasonable accommodations may be made to enable individuals with disabilities to perform the essential functions.
- Must be able to work flexible hours.
- Ability to read and comprehend simple instructions, short correspondence, and memos.
- Ability to write simple correspondence.
- Ability to effectively present information in one-on-one and small group situations to customers, clients, and other employees of the organization.
- Ability to apply common sense understanding to carry out instructions furnished in written, oral, or diagram form.
- Ability to deal with problems involving several concrete variables in standardized situations.
WORK EXPERIENCE & EDUCATION REQUIREMENTS:
- High school diploma or equivalent required.
- Prior guest services or other hospitality experience preferred.
- Must be able to effectively communicate in English; bilingual preferred.
- Must be able to lift, push, pull and / or carry 100lbs or more.
- Must be able to transport luggage / packages over an 8 hour shift.
- Must possess the ability to remain calm in a stressful or fast paced environment.
- Must be computer literate.
- Must have knowledge of local attractions and restaurants (Florida – Miami Area)
OTHER:
Assimilate into the Hilton Family Blue Energy culture through understanding, supporting and participating in all elements of Blue Energy. Demonstrate working knowledge of the service standards.
Regular attendance in conformance with the standards, which may be established by Hilton from time to time is essential to the successful performance of this position. Employees with irregular attendance will be subject to disciplinary action, up to and including termination of employment.
Due to the cyclical nature of the hospitality industry, employees may be required to work varying schedules to reflect the business needs of the hotel
