Report to work when scheduled, on time, in proper and clean uniform, including name tag. Personal appearance and grooming must conform with standard.
Handle all duties according to hotel policies and procedures.
Be knowledgeable about daily hotel operations, check log books and bulletin boards and be up to date with all changes, new procedures and events.
Maintain complete knowledge of and comply with all departmental policies/service procedures/standards.
Maintain complete knowledge of correct maintenance and use of equipment. Use equipment only as intended.
Anticipate guests’ needs, respond promptly and acknowledge all guests, however busy and whatever time of day.
Maintain positive guest relations at all times.
Be familiar with all hotel services/features and local attractions/activities to respond to guest inquiries accurately.
Resolve guest complaints, ensuring guest satisfaction.
Monitor and maintain cleanliness, sanitation and organization of assigned work areas.
Transport guest luggage from the point of arrival at the hotel to their assigned room.
Transport guest luggage from current room to reassigned room for room changes.
Transport guest luggage from their room to the point of departure from the hotel.
Assist in locating guest's lost luggage.
Correctly tag, store and retrieve luggage from holding room.
Identify and explain hotel facilities and features to guests while escorting them to their room.
Identify fire exit closest to guest's room and explain safety features of assigned room.
Demonstrate use of room key to guests.
Place guest luggage inside room.
Identify and explain guest room features to include use of:
a) air conditioning/heat units and thermostat controls
d) clock and/or radio
e) guest services directory
f) in room safe
h) bathroom amenities
i) valet/laundry services
j) door lock
k) ice and vending areas
Offer packing/unpacking service; explain pressing and laundry service.
Maintain accurate knowledge of scheduled events within the hotel to direct guests to correct locations.
Relay accurate directions to guests on inquiries of transportation within the local area.
Maintain accurate log records of guest calls for Bell assistance.
Answer Bell Stand telephone within 3 rings using correct greeting and telephone etiquette.
Remain in assigned postposition, maintaining correct stance.
Retrieve guest dry cleaning/laundry from their rooms and deliver to front desk.
Deliver items to guest rooms promptly to include:
b) mail, faxes
e) sundry items requested by guest
f) gift items
Monitor and maintain appearance of lobby areas and luggage holding area.
Polish luggage carts and maintain cleanliness of carts.