Essential Functions:
All areas
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Be Familiar with the City, as to provide driving & walking directions.
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Be fully acquainted with the different points of interest
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Ensure that the public areas (lobby, front drive, etc.) are maintained, clean and tidy by cooperating with Housekeeping Department.
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Accept other special duties as required by management.
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Interact with all other departments to ensure that guest's needs are satisfied.
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Follow-up with guests, after other hotel departments complete tasks, to ensure that all the problems were resolved.
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Speak with guests in a friendly, warm, and genuine manner that makes them feel welcome to the hotel.
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To proactively work to seek out ways in which to improve the hotel experience for our guests.
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Ensure the crispness & neatness of your appearance. Uniform, nametag & shoes shined.
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Adhere to proper loading of Bell cart to distribute weight evenly.
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Understand and enforce hotel policy on loading and unloading boxes at the Front Entrance.
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Understand who may use the bell carts and for what purposes.
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Understand how to properly push and pull a bell cart safely
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Understand the use of the time clock and the importance of "clocking in & out" for any un-work-related activity.
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Understand responsibilities with regard to reporting burnt out light bulbs and spills.
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Understand the bridging concept with the front desk for clues to guest status.
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Use the expression, "Welcome to the (insert hotel name)" with every arriving guest.
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Understand the responsibilities with regard to two-way radio use.
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Refer all guests to hotel offered operations first. (hotel restaurant and/or lounge)
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Controls the traffic flow in and out of the Lobby.
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Notifies the Front Desk and Guest Services of VIP arrivals whenever possible.
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Ensure that all personal interaction with other employees, takes place in a "non guest" area.
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Fosse experience preferred but not required.
Interior
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Assist in arranging for restaurant Reservations and limousines as required by our guests.
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Ensure the delivery of newspapers, faxes, parcels, mail, special deliveries, etc. to guest rooms.
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Follow up on Any Guest requests i.e.; extra pillow, toothpaste, extra towels ETC, throughout your shift.
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Handling of special requests- i.e. flowers, rental cars, forwarding luggage, airline tickets, etc.
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Arranging sightseeing tours, advising of different quality local shopping areas, and giving various directions as necessary.
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Understand how to enter an elevator.
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Understand when to enter an elevator and when to wait for next elevator.
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Understand what to say when in the elevator.
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Understand how to call floors.
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Understand the significance of the Franchise Guest Travel Program.
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Understand the Express Check in process and responsibilities.
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Understand that the 'floor' must be covered 100% of the time & the importance of informing Management of your whereabouts at all times.
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Ensure delivery of AM Newspapers
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Share The Responsibility Of Delivering The Express Check Outs.
Exterior
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Calls taxi and/or shuttle for guests as needed.
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Understand the importance & use of the daily/nightly checklists.
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Maintains a clean and orderly appearance of the work area at all times.
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Use 10 5 rule with each and every guest
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Thank guests for staying, invite them back.
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Follow in procedures for value cards.
Tools and Equipment:
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Bell stand luggage carts, hand truck
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Computer and printer, telephone, pen/pencil, photo-copying machine, facsimile machine
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Bell carts
Working Environment:
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Interior and exterior of hotel in center of front drive.
Physical Job Requirements (for essential functions only)
Lifting/Pushing/Pulling/ Carrying
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Lifting up to 50 pounds and pushing/pulling cart up to 200 pounds
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Running, standing, stooping, lifting
Bending/Kneeling
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Frequently during shift to lift luggage or load luggage into vehicle or onto cart
Mobility
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Walking up to 1/10 mile frequently during shift
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Running stairs
Continuous Standing
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To wait for arriving guests or when delivering vehicles frequently during shift
Climbing
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Climbing up to approximately 3 steps 5% of 8 hour shift, entering and exiting vans and other vehicles
Work Environment
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Inside 25% of work period (approximately 8 hour shift)
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Interior and on occasion exterior of hotel with exposure to weather conditions.
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Continually standing for long periods of time, up an entire shift.
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Must be able to lift up to 50lbs.
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Must be willing to assist with Concierge & Front Desk Duties
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Visibly must be able to use computer for extended periods of time
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Must answer phones in a clear, understandable tone
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Must be able to push or pull a fully loaded bell cart full of luggage
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Must be able and willing to use stairs whenever necessary
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Must be able to visibly recognize luggage tag numbers
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Outside 75% of work period (approximately 8 hour shift)
Hearing/Vision/Speech/Literacy
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Hearing is moderate (Converse with guests, to hear traffic)
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Vision is critical (Correctable to 20/20 for driving purposes)
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Speech is moderate (Converse with guests)
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Literacy is minimal (Ability to read and interpret traffic and directional signage)
Protective Clothing
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Cold climate outer wear, gloves, hat, boots