General Hospitality Job Responsibilities

• Maintain hotel’s Quality Customer Service standards and uphold the mission statements through the strict follow up of the Hospitality Rules.
• Maintain and abide to time clock rules, report to work area on time.
• Keep high grooming standards at all times and keep work area clean and safe.
• Wear, maintain and follow uniform standards at all times.
• Must become familiar and proficient in all aspects of the property, departments, locations, hours of operations, rooms, activities, etc. respond to guests accurately.
• Use guest etiquette at all times.
• Follow proper Handling Inquiries/Requests and complaints standards, and maintain the guest satisfaction rule at all times.
• Use proper telephone etiquette and answering techniques when answering the telephone.
• Anticipate guest’s needs, respond promptly and acknowledge all guests, at all times.
• Maintain positive guest relations at all times.
• Follow proper emergency and safety procedures at all times.
• Assist all disabled guests, catering to their special needs as much as possible.

Essential Duties and Responsibilities

• Monitor and maintain the cleanliness of the lobby, hotel entrance and luggage carts throughout the day
• Clean and polish all bell services carts as necessary
• Ask all guests if they are returning or first time guests and welcome accordingly
• Escort guests to their room
• Deliver luggage to rooms as quickly and efficiently as possible
• Handle group luggage delivery according to standards
• Memorize all hotel information to be able to inform guests accurately
• Identify fire pull boxes to guests
• Identify iceboxes to the guests and offer to bring some in the room
• Show all guests how the air-conditioning controls are used
• Inform guests of telephone features, proper usage and charges
• Show guests fire safety cards and plan on the door
• Explain to guests that the hotel provides in room safes at the Front Desk at a minimum charge and accessible on a 24 hours a day basis
• Show all guests the comment card and encourage them to complete one during their stay
• Explain TV use and programming and clock/radio operation
• Explain the contents of the guest service directory
• Advise the guests of the guest services offered by the Guest Relations Manager, for restaurant reservations, tours, etc.
• Make all deliveries in a timely manner and log in the book. Deliveries of messages, letters, flowers, etc.
• Inspect guest room for guest items left in the room upon check-out.
• When escorting the guest to the lobby, inquire about guest’s stay. Advise manager of dissatisfied guests
• Store and return guest luggage following procedures
• Assist guests with transportation needs
• Assist doorman loading/unloading guest luggage when necessary
• Check our groups efficiently with great attention to detail to avoid misplacing of guest luggage
• Answer bell stand telephone within three rings using proper telephone standards
• Give assistance with room changes
• Check for any assignment pending on the Call sheet and follow up
• Assure guest that the Bell Captain or designated Supervisor/Manager assists the guest in recovering lost luggage and follows through until luggage is returned

Qualifications

• Min. 18 years old
• Valid driver’s license

Knowledge, Skills and Abilities

• Good communication skills
• Customer-oriented 
• Pleasant personality
• Team player spirit
• Strong physical condition

Working conditions

This position works in the usual front desk and lobby environment with the usual considerations to space, lighting and air conditioning.