Bell Person

Description

ABOUT US

Crystal Creek Hospitality a collection of independently spirited and branded hotels focused on remarkable hospitality™. We see everyday as an opportunity to enrich the lives of our employees, guests, and communities. Our vision, mission, values, and commitments are at the core of every decision we make and every person we hire. No heroes, no egos–just a diverse group of individuals with solid relationships built on a foundation of trust that honors our employees, guests, and investors.

OUR VALUES

We Engage and We Listen

We Care and We Own

We Provide and We Ensure

We Appreciate and We have Fun

JOB SUMMARY

As a Bell/Valet Attendant, you are responsible for participating in all aspects of the guest arrival/departure experience and providing excellent customer service. You must maintain high standards in all aspects of internal and external service while embracing the Marriott Brand service culture. You will work closely with the guest experience, concierge, and front desk team. You must ensure you maximize the guest experience by achieving all Marriott & AAA service standards, maintaining consistent quality of service, exceeding expectations, and efficiently completing departmental objectives.

ESSENTIAL JOB FUNCTIONS

1. Prioritize and accurately complete essential functions, including but not limited to: 

o Greeting, escorting, and introducing arriving guests to front office team.

o Efficiently retrieving luggage from arrival vehicle, deliver luggage and safely valeted vehicle in garage

o Proactively retrieving guest luggage valeted vehicles from garage and assisting departing guests with luggage into vehicle

o Timely tracking incoming/departing packages.

o Accurately tracking valeted vehicles description, vehicle/key location, and room associated with vehicle.

2. Ensure all brand and service standards are met and adhered to. Remain calm and alert, resolve guest complaints within guidelines. Protect guest sentiment by representing and promoting the hotel and dealing positively with the public. Follow the L.E.A.R.N. model.

3. Greets guest immediately with a friendly and sincere welcome. Use a positive and clear speaking voice, listen to understand requests, respond with appropriate action and provide accurate information such as outlet hours, special VIP programing, events, etc.

4. Complete all assigned checklist and shift reports accurately.

5. Promptly answers the telephone and email inquiries from internal and external communication streams. Inputs messages into the computer and advises other associates of special guest needs. Retrieves messages and communicates the content to the guest. Retrieves mail, packages and facsimiles or other special items for customers as requested.

6. Maintain the cleanliness of front drive, garage and surrounding areas.

7. Retrieve mail, packages and other special request items for guests as requested.

8. Be educated and familiar with local and area recreational, dining, and cultural activities and attractions to provide approved recommendations to guests.

9. Be aligned with the culture, values, goals and human resource programs of the Marriott Brand.

10. Maintain a professional appearance and attitude at all times. Follow the dress code and uniform standards. Demonstrate positive body language and posture.

11. Be proficient in using package tracking system and other pertinent software as assigned (MGS & GXP)

12. Stock, maintain, and clean lobby and guest room pantries.

13. Follow all best practices, policies and procedures for the guest experience team.

14. Maintain a clean, neat and organized workstation and lobby area.

15. Follow safety and emergency guidelines, policies, and procedures.

16. Maintain tip tracking in time clock without error.

17. Complete miscellaneous tasks as assigned, assist in other departments when needed.

ESSENTIAL QUALIFICATIONS

· Minimum of one-year in guest facing role, preferably in full-service resort

· Valid drivers license active 2 years and clean driving record

· Strong background of customer service experience

· Process excellent verbal and written communication

· Proven track record in resolving guest problems and expediting solution

· Understand daily hotel operations

· Must read, write and speak the English language effectively

· Flexible schedule during high business volumes including weekends, evenings, and holidays

· Possesses basic math skills

· Ability to effectively manage internal and external customers, some of whom will require high levels of patience, tact and diplomacy to defuse anger, collect accurate information and resolve conflicts

· Ability to work independently, with little to no supervision, use time efficiently and multi-task

Requirements

PHYSICAL DEMANDS &WORK ENVIRONMENT

The physical demands & work environment described here are representative of those that must be met by an employee to successfully perform the essential functions of this job. Reasonable accommodations may be made to enable individuals with disabilities to perform each duty proficiency.

Standing, bending, stooping, and lifting weights up to and including 75 lbs. may be required.

The hospitality business functions seven (7) days a week, 24 hours a day, 365 days a year. In addition, the hospitality business and a hospitable service atmosphere must be projected at all times.

STANDARD SPECIFICATIONS

Requirements are representative of minimum levels of knowledge, skills and/or abilities. To perform this job successfully, the incumbent will possess the abilities or aptitudes to perform each duty proficiently.

A review of this description has excluded the marginal functions of the position that are incidental to the performance of fundamental job duties. All duties and requirements are essential job functions.

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 will be required to perform any other job-related duties assigned by their direct report.

This document does not create an employment contract, implied or otherwise, other than an "at will" employment relationship.