Substitute Bell Person
Mandarin Oriental
- New York City, NY
- $17.52-23.36 per hour
- Permanent
- Full-time
- Major responsibilities
- Initiate contact with guests entering the hotel
- Approach guests needing assistance
- Deliver luggage to the guest room within 15 minutes
- Be familiar with the entire room product including IT&T equipment
- Be familiar with all hotel services including spa and dining
- Deliver messages, packages and facsimiles within 15 minutes of receipt
- Actively listen and communicate specific guest requests accurately to the Concierge, Reception and PBX colleagues to ensure complete follow up
- Deliver newspapers to all guest rooms prior to 6 AM
- Remove luggage from guest rooms upon check out
- Other duties as deemed appropriate by the Director of Front Office and Front Office Manager
- Ability to understand guest inquiries and provide responses.
- Ability to focus attention on guest needs, remaining calm and courteous.
- Ability to promote positive relations with all individuals who approach the Bell Stand and by telephone.
- Ability to think clearly, quickly, maintains concentration and makes concise decisions.
- Ability to focus attention on details.
- Ability to maintain confidentiality of all guest information and pertinent hotel data.
- Ability to ensure security of guestroom access.
- Ability to perform job functions with minimal supervision.
- Ability to work cohesively with other departments and o-workers as part of a team.
- Ability to be flexible as the job changes.
- Ability to analyze and resolve problems exercising good judgement.
- Ability to work flexible hours, including weekends, holidays and evenings if necessary.
- Must have a professional image and personality exuding confidence and leadership skills.
- Be an ambassador to The Mandarin Oriental Hotel Company at all times, in and outside of one's workplace.
- Ability to be a clear thinker in pressure situations and exercise good judgements.
- Ability to work well under pressure of check-in/check-out of 200 guests and in coordinating all departmental functions.
- Ability to focus attention on guests' needs.
- Ability to exert physical effort in placing, removing and transporting guest luggage.
- Ability to remain stationary at assigned post for extended periods of time.
- Maintain complete knowledge of:
- All hotel features/services, hours of operations
- All hotel restaurant food concepts, menu price range, dress code and ambiance
- All hotel room types, numbers/names, layout appointments, amenities and locations.
- All hotel room rates, special packages and promotions.
- Daily expected arrivals/departures
- Scheduled daily group activities, names and locations of meeting/banquet rooms.
- Maintain complete knowledge and comply with all hotel a departmental policies and procedures.
- Obtain department keys and radio; ensure security of such.
- Access all functions of computer systems in accordance with departmental specifications.
- Set up workstations with necessary supplies; maintain cleanliness through shift.
- Accommodate all guest requests expediently and courteously. Follow up with designated hotel personnel to ensure completion of request.
- Document guest requests for Bell Person assistance.
- Accommodate all guest requests in an accurate and efficient manner.
- Assist with group luggage requirements.
- Maintain cleanliness and working condition of departmental equipment/supplies.
- Maintain the condition of lobby, hotel entrance, bell desk and luggage storage areas.
- Ensure that all pertinent information is documented in the logbook daily.
- Transport guest luggage from the point of arrival at the hotel to their assigned room.
- Transport guest luggage form current room to reassigned room for room changes.
- Transport guest luggage from their room to the point of departure from the hotel.
- Correctly tag, store and retrieve luggage from luggage storage.
- Identify and explain hotel facilities and features to guests and conduct hotel tours when needed.
- Place guest luggage inside room & offer guest assistance with anything they might need.
- Deliver/ offer to deliver Ice to all guests upon check-in.
- Offer Pressing, Laundry/Valet and Shoeshine services.
- Offer packing/unpacking service to Club guest.
- Remain in assigned postposition, maintaining correct stance.
- Deliver items to guestrooms promptly to include:
- Messages
- Mail & Faxes
- Packages
- Flowers
- Sundry items requested by guests
- Gift items & Amenities
- Deliver Newspapers to all guestrooms.
- Polish brass luggage carts and maintain cleanliness of carts.
- Handle guest complaints by following the instant pacification procedures and ensuring guest satisfaction.
- Assist guests in locating and retrieving lost luggage.
- Collect and record guest preferences.
- Practice Lateral Service and Teamwork
- Complete any task(s) assigned by Leaders
- Successful completion of the training process.
- Provide guestroom and hotel tours.
- Assist Door Person with unloading and loading of vehicles.
- Assist Concierge staff with guest requests and services, including retrieval of theater tickets, flowers and other items as requested.
- Answer department telephone within 3 rings, using correct salutations and telephone etiquette.