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Assistant Bell Captain

posted February 19, 2020

Hilton Waikiki Beach
Honolulu, HI
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778857 l

About This Job

Work Hours:

·        Team Members may be required to work varying schedules to reflect the business needs of the hotel and may include AM, PM, GY, Weekday / Weekend and Holiday shifts

·        Regular attendance in conformance with the standards, which may be established or changed by the Hotel 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.

Language Skills:

·        Excellent verbal and written communication skills, including ability to effectively communicate with internal and external customers.

Computer Skills / Experience:

·        Computer proficiency (Property PMS, MS Office – Word, Excel, PowerPoint and Outlook).

Essential Skills:

·        Must be able to work under pressure and meet deadlines, while maintaining a positive attitude and providing exemplary customer service.

·        Ability to work independently and to carry out assignments to completion within parameters of instructions given, prescribed routines, and standard accepted practices.

·        Ability to drive manual and automatic vehicles

·        Ability to add, subtract, multiply, divide, to calculate porterage, tips, and count pieces of baggage.

·        Positive, service oriented attitudes towards our customers, team members, and company.

·        Ability to attend, retain, and put to use information provided in required hotel training, both in person and online.

Essential Duties and Responsibilities:

·        Ensure the Bell Desk and Porte Cochere are manned at all times and department is maintained and organized.

·        Communicate daily with the Guest Service Manager of department events and follow up, to include the Plan of the Day/Pre Shifts

·        Conduct daily pre shifts with staff and to Review with staff, Daily Arrivals / Departures, VIP, CRM, Daily Function and Special requests. Print and post supporting documents

·        Review and coordinate groups / transient reservations for luggage, delivery of parcels and storage

·        Maintain log for new guest vehicles and coordinate information with PBX for posting of parking charges

·        Maintain daily communication with the Front Desk to ensure luggage assistance is completed for Room Moves

·        Ensure Laundry Pick Up and Delivery is inventoried, logged, received with hotel vendor and delivery to the guest rooms are completed in a timely

·        Coordinate delivery and logging of F&B amenities for arriving guests

·        Coordinate cash gratuity split and distribute to the team

·        Ensure staff completes the weekly declared Tip form for payroll and submitted to the GSM in a timely manner

·        Review Cover Sheets and coordinate based on group’s requirements

·        Complete Daily Bell Captain’s log and respond to any follow up requests

·        Coordinate and logging outgoing taxi runs for hotel guests

·        Restocking the Valet ticket and coordinate the log to ensure proper ticket allocation

·        Ensure department supplies are maintained and communicate with GSM for needed items

·        Ensure staff observe safety and security rules and report any unsafe conditions

·        Coordinate meal breaks for the Bell Valet and the Aloha Ambassadors

·        Conduct training for new team members and any new programs or training opportunities for the department

·        Observe, address and communicate areas for concern to the Guest Service Manger

·        Coordinate and ensure staff are posted in Porte cochere positions

·        Coordinate parking lots checks to ensure vehicles are secured and logged

·        Pass on to the next shift and Assistant Bell Captain to include but not limit: parking lot and Mauka Driveway assessment

Creates guest satisfaction by exceeding guest expectations

·        Owns the Welcome for all customer contact.

·        Gives personal attention, takes personal responsibility and uses teamwork when providing guest service

·        Uses Active Listening Skills when resolving guest problems

·        Notices when the guest is not satisfied, and takes ownership of the problem until it is resolved.

·        Utilizes resources such as the Service Recovery Toolbox to aid in resolution.

Greets and assists customers

·        Welcomes customers upon arrival and directs/escorts them to their destination (front desk/guest rooms/function rooms/restaurant).

·        Retrieves customer luggage/packages from vehicles

·        Escorts customers checking in with luggage to their room.

·        Retrieves customer luggage and performs bag pulls as needed.

·        Arranges reliable transportation for customers.

·        Keeps current on and promotes accommodations, services, and area attractions.

·        Responds to customer inquiries for information

·        Retrieves and accurately logs guest laundry being sent out. Delivers laundry to rooms upon return.

Provides valet parking services

·        Valet parks/retrieves customer vehicles following safety rules and regulations.

·        Immediately reports any damages to customer items or vehicles

·        Maintains an accurate valet board and ensures all valet tags are property completed

·        Secures keys and releases cars in accordance with policy

Maintains a clean and neat appearance of the lobby and bell/valet area

·        Keeps desk and driveway area neat and clean.

·        Cleans and polishes bell carts

·        Periodically walks thru lobby straightening up and removing any items left behind

Responds immediately to all emergencies, and coordinates the partial or complete evacuation of the hotel when necessary.

·        Maintain compliance with all company and brand policies and procedures.

Perform related duties as assigned by Manager.

Maintain compliance with all company and brand policy and procedures

Education and /or Work Experience Requirements:

·        Must have Hawaii Driver’s License

·        Drivers Abstract with no moving violations in the last 3 years

·        High School Diploma or GED required.

·        Relevant military experience in a comparable capacity

Physical Requirements:

·        Ability to safely and successfully perform the essential job functions consistent with ADA, FMLA and other federal, state, and local standards, including meeting qualitative and/or quantitative productivity standards.

·        Ability to maintain regular, punctual attendance consistent with the ADA, FMLA, and other federal, state and local standards.

Must be able to lift and carry up to 75 lbs.

·        Must be able to talk, listen, and speak clearly on all communication devices.

·        Ability to push a baggage cart weighing up to 1,000 pounds.

·        Ability to stand and walk for long periods of time (typically 98% of the shift) while handling customer baggage and other items.

·        Ability to bend and stoop frequently while getting in and out of customer vehicles.

·        Able to move and react quickly while responding to operational demands such as retrieving a customer vehicle in a timely manner.

·        Ability to bend, stoop, squat, reach overhead, grasp, lift, and twist upper body, while unloading baggage from trucks.

·        Finger dexterity to use computer keyboard to take online courses as needed and to look up information for customers.

·        Frequently works in outside weather conditions which may be humid or cold/windy.

Education and/or Work Experience Requirements:

·        Must have Hawaii Driver’s License

·        Drivers Abstract with no moving violations in the last 3 years

·        High School Diploma or GED required.

·        Relevant military experience in a comparable capacity

Physical Requirements:

·        Ability to safely and successfully perform the essential job functions consistent with ADA, FMLA and other federal, state, and local standards, including meeting qualitative and/or quantitative productivity standards.

·        Ability to maintain regular, punctual attendance consistent with the ADA, FMLA, and other federal, state and local standards.

·        Must be able to lift and carry up to 75 lbs.

·        Must be able to talk, listen, and speak clearly on all communication devices.

·        Ability to push a baggage cart weighing up to 750 lbs

·        and other items.

·        Ability to bend and stoop frequently while getting in and out of customer vehicles.

·        Able to move and react quickly while responding to operational demands such as retrieving a customer vehicle in a timely manner.

·        Ability to bend, stoop, squat, reach overhead, grasp, lift, and twist upper body, while unloading baggage from trucks, finger dexterity to use computer keyboard to take online courses as needed and to look up information for customers.

·        Frequently works in outside weather conditions which may be humid or cold/windy.

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About This Employer

Hilton Waikiki Beach

2500 Kuhio Avenue
Honolulu, HI 96815

(808) 922-0811

601 Room Hotel

www3.hilton.com

At A Glance

Ideally located in the heart of the island, Hilton Waikiki Beach is only one block from the sea. With Leahi (Diamond Head) as a stunning backdrop, this contemporary Waikiki hotel offers a true Hawaiian paradise without the resort fees. We offer rooms and suites with gorgeous views of the surroundings, resort-style amenities and delicious dining options available anytime of the day.

  • Resort-style amenities with no resort fees
  • Situated 1 block from Waikiki Beach, near many shops and restaurants
  • M.A.C. 24/7 Restaurant & Bar, always open or choose 24-hour room service
  • Altitude @ 37, exclusive event space with a panoramic Pacific Ocean view
  • Intimate Garden Gazebo location for your ceremony or reception