Bellperson

The function of a Bell Person at the hotel is to work closely with the Front Desk Staff, management and other hotel departments in providing guest assistance with luggage and miscellaneous needs.  Often the first and last person a guest sees while staying at the hotel is the Bell Person.  The care and attention that goes with this position is crucial to the success of the hotel as they convey critical message to the guests about the property’s commitment to service.

No matter what position you are in, there are a few things that are critical to success –ensuring a safe work place, following company policies and procedures, maintaining confidentiality, upholding quality standards, and ensuring your uniform, personal appearance, and communications are professional.

ESSENTIAL JOB FUNCTIONS 

This description is a summary of primary responsibilities and qualifications.  The job description is not intended to include all duties or qualifications that may be required now or in the future.  The Hotel operates 24 hours a day and 7 days a week, so operational demands require variations in shift days, starting times, and hours worked in a week.

• Welcome and acknowledge each and every guest with a smile, eye contact, and a friendly verbal greeting, using the guest's name.
• Address guests' service needs in a professional, positive, and timely manner. 
• Bell person typically remain in the lobby to assist with guest arrivals. They may open doors of arriving guests and call taxis when necessary.  Guests may require assistance carrying luggage in and out of the hotel, holding the leashes of pets or managing doors. Every encounter with a guest should be helpful and cordial.
• As the bell person walks with the guest to the guest room, the bell person should point out areas of attraction in the hotel, such as the concierge station, the business center, swimming pool, etc.  The bell person enters the room and turns on the lights. If it's daytime, the bellman may open the drapes. Next, the bellman should inquire about where the guest would like the luggage and point out the closets and safe and any other features of the room. If there is an Internet connection, the bell person may briefly explain how it's accessed. The bellman should then indicate the phone number at which he can be reached for any further needs. 
• Engage guests in conversation regarding their stay, property services, and area attractions.  Refer guests with any need of a restaurant reservation, tours, transportation, etc., to the concierge.
• Facilitate the usage of the bicycle program 
• Provide assistance to individuals with disabilities, including assisting visually, hearing, or physically-impaired individuals within guidelines (e.g., escorting them when requested, using words to explain actions, writing directions on paper, moving objects out of the way, or offering access to Braille or TDD phones). 
• Actively listen and respond positively to guest questions, concerns, and requests using brand or property specific process to resolve issues, delight, and build trust.
• Baggage handling of tours, groups, etc.
• Adheres to all company policies and procedures.
• Follows safety and security procedures and rules.
• Knows department fire prevention and emergency procedures.
• Utilizes protective equipment.
• Reports unsafe conditions to supervisor/manager.
• Reports accidents, injuries, near-misses, property damage or loss to supervisor/manager.
• Provides for a safe work environment by following all safety and security procedures and rules.
• All team members must maintain a neat, clean and well-groomed appearance. (Specific standards outlined in team member handbook).
• Perform any related duties as requested by supervisor/manager.

KNOWLEDGE, SKILLS & ABILITIES

• Proficient knowledge of the English language sufficient to understand inquiries from customers and communicate simple instructions and fully comprehend and communicate clearly all guest messages 
• Any combination of education and experience equivalent and graduation from high school or any other combination of education, training or experience that provides the required knowledge skills and abilities.  High school diploma preferred. 
• Ability to effectively deal with internal and external customers, some of whom will require high levels of patience, tact and diplomacy to defuse anger, collect accurate information and help resolve conflicts.
• Good telephone speaking and listening ability. 
• Prior hospitality and/or communications experience preferred. 
• Customer Service Oriented
• Flexible schedule is a must
• Team player

PHYSICAL DEMANDS

• Bell Person will be on their feet and moving around (stand, walk for an extended time; move through narrow, confined, or elevated spaces as well as up and down stairs and/or service ramps).  Move, lift, carry, push, pull, and place objects weighing less than or equal to 50 pounds without assistance; reach overhead and below the knees, including bending, twisting, kneeling, pulling, talking, seeing, smiling and stooping.