Purpose: To provide assistance and services to guests in order to ensure that their arrival and departure experience is pleasurable and informative.
This position is responsible for efficiently handling guest luggage while serving as an informational source to the guests. Duties include escorting guests to and from their room, communicating available guest services, checking guest packages, controlling traffic flow in the Lobby, providing information about the hotel and city. Provide our guests with an exceptional arrival and departure experience that makes them feel welcome. Engages the guest to provide superior guest service. Coordinates activity in the drive with the Bell Attendant to ensure timely delivery of luggage and Valet Attendants of guest vehicles. Unloading baggage from cab/taxis for departing and arriving guests. Any duties as required by management.
The successful candidate:
Must be able to work a variety of shifts including AM, PM, Overnight, Weekends and Holiday.
Requires standing, walking, lifting up to 70 lbs. continually throughout shift.
Must have excellent guest service and communication skills.
Prior Bell or Doorperson is highly preferred in a four diamond service hotel
Prior customer service experience is required.
Must undergo a drug test.
Must complete a DMV Driving Record check
Must own a valid Pennsylvania Driver's License
Essential Functions:
To assist in the transport and storage of guest luggage.
To assist with guest packages.
transport to guest room
transport to guest meeting area; Omni meeting rooms.
To properly "log" all trips originating from the "Bell Stand."
Responsible for a clean and "smart" appearance of uniforms.
Knowledgeable about all hotel amenities.
To be conversant with all hotel promotional programs (guest related).
Properly greet every arriving guest using the “Moments of Service”.
Be Familiar with the City, as to provide driving & walking directions.
Be fully acquainted with the different points of interest.
Ensure guest’s names are places on all luggage tags.
Ensure that the public areas (lobby, front drive, etc.) are maintained, clean and tidy by cooperating with Housekeeping Department.
Ensure the bell closet is maintained, clean and tidy.
Accept other special duties as required by management.
Interact with all other departments to ensure that guest’s needs are satisfied.
Follow-up with guests, after other hotel departments complete tasks, to ensure that all the problems were resolved.
Speak with guests in a friendly, warm, and genuine manner that makes them feel welcome to the hotel.
To proactively work to seek out ways in which to improve the hotel experience for our guests.
Ensure the crispness & neatness of your appearance. Uniform, Omni pen, notepad, nametag & shoes shined. No logo'ed under garments that are going to “bleed” through your uniform.
Moments of Service Training.
Adhere to proper loading of Bellcart to distribute weight evenly.Understand and enforce hotel policy on loading and unloading boxes at the Front Entrance. As well as no deliveries through the Lobby.
Understand the importance of claiming tips in complying with the IRS.
Understand who may use the bellcarts and for what purposes.
Understand how to properly push and pull a bellcart safely.
Understands what “city registration” is required before a guest may be directed to a commercial vehicle.
Understand the use of the time clock and the importance of “clocking in & out” for any un-work related activity.
Understand how to navigate a bellcart to avoid hitting walls, doorframes, doors, and elevator entry thresholds.
Understand responsibilities with regard to reporting burnt out light bulbs and spills.
Understand the bridging concept with the front desk for clues to guest status.
Use the expression, “Welcome to the Omni” with every arriving guest.
Consistently perform well on all audits conducted on you.
Personally go to the Pittsburgh Visitor’s Center and see all they offer.
Understand the responsibilities…