Bell/Door Person

Our culture is caring and thoughtful, and we deliver good-natured and informed service, perfectly executed to evoke a sense of fulfillment and well-being. A job at 1 Hotels is about more than punching a clock.It'sabout changing the world - little by little.We'rethe world's first mission-driven hotelcompanyandwe'vegot some lofty goals. All we ask is that you bring your true self and do all the good you can!

MAIN DUTIES:

The Bell/Door Personworkeffectively as part of the Front of House service team to provide an efficient and courteous welcome and positive first impression. Primarily responsible for maintaining ownership of the entry and lobby areas; providing assistance into and out of the hotel; assisting with transport of luggage to/from the lobby/guestroom and loading/unloading from guest vehicles; orienting guests to their guestroom/hotel; assisting with transportation needs; and providing attentive, courteous and efficient service to all guests during check-in, throughout their stay and at checkout.  

GENERAL DUTIES:

• Anticipate and understand guests’ service needs,ascertainsatisfaction, and respond urgently and appropriately to guest concerns and requests.

• Greet, welcome and acknowledge all guests by name and respond to their requests in a courteous and professional manner using professional language at all times.  Remain attentive to the needs of all guests, providing them with dependable,punctualand enthusiastic service. Provide courteous,friendlyand efficient service to all internal and external guests. Thank guestswith genuineappreciation.

• Consistentlyconduct oneself in a professional manner at all timesand work professionally with colleagues and team leaders with ateam mindedapproach.

• Attend pre-shift meetings tolearnshift details, including property and guest expectations.  

• Attend andparticipatein all required meetings.

• Follow all cash handling procedures.

• Adhere to no solicitation of gratuities policy.

• Input real-time work orders viaHotSOSand any guest concerns during interaction. Convey with clarity inHotSOSany and all guest opportunities.

• Perform any other reasonable duties as requested by the leadership team.

• Be a clear thinker, analyze and resolve problems, exercise good judgement, resolutions must be thoughtful, and with the guest in mind. Immediate follow-up with a leader is expected.

• Establish andmaintainopen, positive, collaborative, and professional internal and external relationships. Develop lasting relationships with guestsand tosecure repeat business. Foster and promote a cooperative working environment, maximizing efficiency and delivering the ultimate guest experience.

• Follow all company and safety and security policies and procedures; report any maintenance problems, safety hazards, accidents, or injuries; complete safety training and certifications;properly storeflammable materials. 

• Ensure compliance with hotel policies, procedures, and standards with self and colleagues.

• Ensure uniform and personal appearance are clean and professional.

• Maintain confidentiality of proprietary information.

• Embody the 1 Hotels Vision,Missionand Compass; deliver on Our Promise, provide Good-NaturedServiceand uphold our Brand Pillars.

QUALIFICATIONS & SKILLS:

• Previousrelated guest service experience dealing directly with the public andacquiredgeneral knowledge of basic customer service skills. 

• Ability to compute basic mathematical calculations.

• Ability to learn and work with technology including devices such as computers,iPodsand iPads.

• Fluent in oral and written English and excellent overall communication skills.

• Knowledge of the restaurants, bars, nightclubs, theatres, and attractions in New York City and Brooklyn and public transportation systems.

• Must have vision ability to read written communiques and monochrome computerscreen.

• Ability to regularly lift, carry, push, pull and/or move up to 100 pounds occasionally, 50 poundsfrequentlyand 25 pounds constantly. Specific vision abilities required by this job include close vision, distance vision, color vision, peripheral vision, depthperceptionand the ability to adjust focus.

• While performing the duties of this job, the team memberis regularly required tostand; use hands/fingers; to handle, or feel objects, reach with hands and arms, talk, hear, taste & smell. The team member isfrequentlyrequired to walk, kneel, or crouch and mustpossessthe ability to stand forlong periods(more than 8 hours).

• Ability to understand and follow verbal/written instructions, work on more than one task at a time, and be able to communicate both verbally and in writing.

• Proficient in verbal and written English communication

• Ability to use tact and understanding when dealing with a variety of customer service problems, including stressful and highly emotional situations.

• Highly organized and able to pay attention to minute written and verbal details, particularly when performing multiple tasks.

• Ability to effectively cope with change, handleriskand uncertainty comfortably, ability to shift gears at a moment’s notice while being composed under pressure.Doesn’tshow frustration when dealing with upset guests or team members.

• Relates well to all kinds of people – up, down, and sideways, inside and outside the organization; buildsappropriate rapport; builds constructive and effective relationships; uses diplomacy and tact; can defuse even high-tension situations comfortably. 

• Genuinely cares about people,demonstratesreal empathy with the joys and pains of others.

• Professional & appropriate business appearance and demeanor aligned with the 1 Hotel brand and culture.

• Flexibility to meet the demands of a 24-hour operation. Due to the nature of the hospitality industry, team members maybe requiredtoworkvarying schedules, including holidays and weekends to accommodate the business and demands of the property.

Due to the nature of the hospitality industry, employeesare required towork varying schedules, including holidays, to accommodate the business and demands of the hotel

This job description in no way states or implies that these are the only duties to be performed by the employee occupying this position. Employees willbe requiredto perform any other job-related duties assigned by their supervisor.

Starwood Hotelsis an equal opportunity employer. We believe in a diverse, sustainable workforce with an empowered, inclusive culture. We are committed to non-discrimination on any protected basis covered under applicable law. If you require any specialaccommodation, please visit People Operations.

Please note that your job description is notan exhaustiveof tasks and duties, butservesa guideline for daily duties, which may change from time to time.