*This is a tipped position, wage rage does not include tips.*

Job Description:

To increase guest satisfaction by providing efficient, prompt, trouble free and courteous Front Office service as well as retrieving guest vehicles connected with arriving, departing, and in-house guests, in line with the hotel’s guidelines, and The Umstead Hotel and Spa’s guidelines and service concepts. Also responsible for welcoming guests, expressing verbal/fond farewell, assisting with guest luggage, providing directions and any other guest related assistance. Monitor and maintain safety, security, and cleanliness of parking areas/levels, and report any security or safety problems. Able to effectively re-route traffic to alternate parking levels or locations when the parking facility reaches maximum capacity and keep informed supervisors and Front Office.

Job Requirements:

• Welcomes guests to the hotel with appropriate greeting
• Open hotel main doors and assist guest entering and leaving the property
• Assist guest with opening and closing vehicle doors
• Assist guests with loading and unloading luggage
• Acknowledge and greet guests within 60 seconds and provide fast, friendly service
• Communicate proper parking procedures to guests
• Tag guest vehicle keys with date, time, and name
• Able to effectively park and retrieve guests cars without causing damage to the vehicle
• Ensure that parked cars are locked and that keys are stored safely or returned to the owner
• Responds to guest requests for information about the hotel and its surroundings
• Arranges for special services requested by the guest i.e Taxi, Ecostyle or Uber
• Arranges fulfillment of guest services by working with Bell staff, and Reception Agents
• Resolves any guest related problems graciously and expeditiously, while simultaneously protecting the interests of both the guests and the hotel
• Give a fond farewell to all guest who are departing and thank them
• Communicates effectively with guests, colleagues, and supervisors
• Demonstrates teamwork by co-operating and assisting colleagues as needed
• Document and report all vehicle incidents like damages, accidents, theft, missing articles etc..
• Demonstrates a working knowledge of all services and facilities of the hotel, and effectively assists the hotel’s guests
• Uses the appropriate approach to respond to negative comments and complaints; and notifies Front Office Manager immediately for appropriate follow-up

• Uses the appropriate approach to respond to negative comments /complaints and notifies Front Office Manager immediately for appropriate follow-up
• Able to multi-task and work in a fast-paced environment
• Able to stand long periods
• Fulfills any special requests/needs of guests (i.e. room deliveries, shoe shine, etc)
• Assists other departments when necessary
• Drive and park guest cars
• Flexible schedule and ability to work all shifts including weekends and holidays
• Adheres to the Forbes 5 Star standards at all times, other hotel policy and standards of service

Additional Information for Success:

• Practice the Hotel’s 4 Supporting Values
• Attends meetings and training required by the Front Office Manager, Director of Rooms, Human Resources or General Manager;
• Accepts flexible work schedule to include nights and weekends necessary for uninterrupted service to hotel guests;
• Maintains own working area and materials are kept clean, tidy and in good shape; reports defective materials and equipment to the Assistant Front Office Manager;
• Ensures all discrepancies in own cash are declared to the Front Office Manager and Director of Finance;
• Ensures that guest details are not disclosed;
• Maintains high confidentiality in regards to guest privacy;
• Reports any suspicious behavior of guests and staff to the Manager on Duty;
• Ensures that all potential and real hazards are reported appropriately and immediately;
• Fully understands the hotel’s fire, emergency, and bomb procedures;
• Follows emergency procedures to provide for the security and safety of guests and employees;
• Works in a safe manner that does not harm or injure self or others;
• Supports a safe hotel by applying hotel regulations, and adhering to existing laws and regulations;
• Anticipates possible and probable hazards and conditions and notifies the Front Office Manager;
• Maintains the highest standards of personal hygiene, dress, uniform, appearance, body language, language and conduct.

Qualifications:

• Valid drivers license and clean driving record.
• Must be able to stand during entire shift.
• Must have professional appearance and attitude at all times according to hotel quality standards
• Be able to lift 60 lbs

Full Time Benefits:

• 401(k)
• 401(k) matching
• Dental insurance
• Employee discount
• Health insurance
• Paid time off
• Referral program
• Vision insurance

Schedule:

• 8 hour shift
• Holidays
• Night shift
• Weekend availability

Supplemental pay types:

• Tips