in Knox County, ME
JOB TITLE: Guest Services Personnel (Bell Staff)
Exempt (Y/N): No JOB CODE:
DEPARTMENT: Rooms ASSOCIATE NAME:
SUPERVISOR: Front Office Manager ________________________
PREPARED BY: Jackie Rhoades DATE: 02/15/2014
APPROVED BY: DATE: ___________
________________________________________________________________________SUMMARY: Engages in duties such as paging, running errands and giving information by performing the following duties. All associates are expected to promote and uphold the Samoset Standards of Excellence; Smile, Assume responsibility, Maintain a well groomed, professional appearance, Own every guest inquiry, Speak in a professional manner, Exceed guests’ expectations and Take pride in your work and in the resort.
ESSENTIAL DUTIES AND RESPONSIBILITIES include the following. Other duties may be assigned.
Escorts incoming hotel guests to rooms, assists with hand luggage and offers information pertaining to available services and facilities of Samoset, points of interest, and entertainment attractions.
Explains features of room such as television, HVAC remote control and how to place telephone calls and explains fire exits. Offers to fill ice bucket.
Follows procedures regarding requests from guests, calls taxi service, delivers messages, transports guests about premises or local areas in golf cart or van and runs miscellaneous errands.
Delivers amenities associated with hotel packages.
Assists the Front Desk with deliveries and other miscellaneous tasks.
Ensures own neatness and uniform dress, lobby tidiness and front entrance.
Reports suspicious behavior of patrons to hotel security personnel and or MOD.
Picks up and delivers guests’ laundry for outside cleaning service, upon request.
Empowered to resolve guests complaints and/or confers with Front Office Management or MOD.
Door Service, helps to direct arriving vehicles and valets guest vehicles in designated parking spots.
QUALIFICATIONS REQUIREMENTS: To perform this job successfully, an individual must be able to perform each essential duty satisfactorily. The requirements listed below are representative of the knowledge, skill and/or ability required. Reasonable accommodations may be made to enable individuals with disabilities to perform the essential functions.
EDUCATION and/or EXPERIENCE:
High school diploma or general education degree (GED); or three to six months related experience and/or training; or equivalent combination of education and experience.
Ability to read and comprehend instructions, short correspondence and memos. Ability to write simple correspondence. Ability to effectively present information in one-on-one and small group situations to customers, clients and other associates of the organization.
Ability to add, subtract, multiply and divide in all units of measure, using whole numbers, common fractions and decimals. Ability to calculate figures and amounts such as discounts, interest, commissions, proportions and percentages.
Ability to apply commonsense understanding to carry out instructions furnished in written, oral or diagram form. Ability to deal with problems involving several concrete variables in standardized situations.
OTHER SKILLS and ABILITIES:
Valid Driver’s License with good operating record.
PHYSICAL DEMANDS: The physical demands described here are representative of those that must be met by an associate to successfully perform the essential functions of this job. Reasonable accommodations may be made to enable individuals with disabilities to perform the essential functions.
While performing the duties of this job, the associate is regularly required to stand; use hands and arms to manipulate doors, luggage, etc.; and talk or hear. The associate frequently is required to walk and reach with hands and arms. The associate is occasionally required to climb stairs and stoop, kneel or crouch.
The associate must regularly lift and/or move up to 50 pounds depending on guests’ luggage weight. Specific vision abilities required by this job include close vision and the ability to adjust focus.
WORK ENVIRONMENT: The work environment characteristics described here are representative of those an associate encounters while performing the essential functions of this job. Reasonable accommodations may be made to enable individuals with disabilities to perform the essential functions.
While performing the duties of this job, the associate occasionally works in outside weather conditions while attending to errands. The noise level in the work environment ranges from quiet to moderate.
EXPECTATIONS TOWARDS OUR GUESTS AND FELLOW ASSOCIATES:
Smile and greet every guest. Speak to each guest in a warm, friendly, courteous manner. Display genuine and enthusiastic interest in the guest; pay complete attention. Anticipate guest needs and be flexible in responding to them. Be knowledgeable about your job. LEARN to take ownership of guest issues and resolve them. The resort is comprised of many different departments and work groups. Team work is essential to provide the highest quality of Guest services.