Job Description/Summary: 

Hilton is the leading global hospitality company, spanning the lodging sector from luxurious full-service hotels and resorts to extended-stay suites and mid-priced hotels. For nearly a century, Hilton has offered business and leisure travelers the finest in accommodation, service, amenities and value. Hilton is dedicated to continuing its tradition of providing exceptional guest experiences across its global brands.  Our vision “to fill the earth with the light and warmth of hospitality” unites us as a team to create remarkable hospitality experiences around the world every day.  And our amazing Team Members are at the heart of it all!

Provide safe, timely and courteous transportation to hotel guests, provide local area transportation as defined by the hotel.  Communicate time constraints clearly so that guests and hotel team have accurate wait times.

Delivery and placement of amenities as directed by Front Desk needs.

Assist with guest welcome, arrival, luggage.

Working with the other drivers and department manager, maintain the hotel vehicles in safe and like new condition.

Be fully informed of hotel services and local attractions.

Share in the responsibility of the overall success of the hotel by ensuring that guest satisfaction (GSS) and product quality standards (QA) are met. Assists department managers in all areas of the hotel in accordance with brand standards to achieve a friendly, welcoming atmosphere of superior guest service; demonstrate exemplary performance for fellow staff members to follow.  

ESSENTIAL JOB FUNCTIONS: 

• Present a professional appearance and assist in welcoming guests to the hotel.
• Communicate closely and regularly with front desk staff to ensure timely pick-up and drop-off of guests, using the hotel vehicle for appropriate business purposes only.
• Operate the hotel vehicles with a “safety first” approach at all times; understand that the hotel vehicle represents our brand and quality to the public at large – drive with courtesy, defensively and with consideration of guests, team members and the public
• Assists guests with luggage to and from room.
• In accordance with operational standards, assist Guest Services team with day-to-day arrivals, MARRIOTT, GSS assignments and amenities in a manner that exceeds guest expectations and hotel & brand standards.
• Assists guests with questions regarding location of the different hotel amenities, hours of operation such as swimming pool, fitness center, business center and the like.
• Is knowledgeable of the surrounding area attractions and shopping / restaurant options.
• Assist with Front Desk tasks:  answer / transfer telephone calls, accurately record information for wake-up calls to guest rooms.  Deliveries to guest rooms as needed.
• Assist and direct guests to meeting rooms; stay informed and up to date on groups inhouse, meetings and events for the day, where to find event listings for upcoming meetings and events.
• Exceeds guest expectations by personal example, as measured by direct guest feedback, GSS.
• Contribute to a team culture that fosters continuous improvement, mutual cooperation, loyalty & stability, superior service to guests and team alike.
• Ensure that brand standards of operations, safety, and services are maintained at all times.
• Coordinate effectively with Housekeeping & Engineering Teams; monitor and actively assist in maintenance of the hotel lobby, vestibule, arrival area / Porte cochere, parking lot and exterior.
• Assist anywhere that is needed in the hotel.

Associate Team 

• Contributes to the maintenance of the highest guest service standards as the driving philosophy of the hotel. 
• Demonstrates a personal commitment to guest service by responding effectively, courteously and promptly to guest needs. 
• Knows all components/features of our guest service guarantee and is able to meet service standards; assists in the development of added value customer service programs. 
• Ensures delivery of consistent, high quality guest service that meets or exceed hotel standards. 

Operations 

• Monitors and maintains all hotel vehicles at a level of “Like New” condition per QA standards
• Reports any damage to hotel vehicles and/or maintenance concerns with urgency. 
• Recognizes / reports or corrects potential safety hazards, such as broken doors or railings, fire hazards, etc. 
• Recognizes / reports or corrects potential security problems, such as locking doors after hours, etc. 

ADDITIONAL RESPONSIBILITIES 

Our hotel’s primary goal is to provide hospitality and exceed guest expectations for levels of service, quality, consistency, and attention to detail – all team members are evaluated against this standard.  Be aware of, act on and/or report any issue that affects the safety of guest or team member.

A hotel operates 365 days a year, 24 hours a day.  During the course of your scheduled shift, you may be asked to assist in areas of the hotel outside of your typical work areas.

EDUCATION AND EXPERIENCE:  

High School diploma or GED.  

Six to twelve months related experience and/or training; or equivalent combination of education and experience.

Ability to read, write, perform mathematical computations such as adding, multiplying Ability to effectively communicate with customers, utilizing tact and diplomacy when necessary and solve practical problems  

PHYSICAL/MENTAL DEMANDS: 

While performing the duties of this job, the employee is required to stand, walk, talk, and listen.  The employee is required to be on foot for a large portion of the day/shift.  The employee is required to stoop, kneel, or crouch; reach with hands and arms; use hands to finger, handle or feel tools or controls; must be able to lift and/or move heavy objects such as tables and cases of food and beverages.  Must be able to focus on the job while staying on their feet and moving about freely, which can include bending, climbing stairs and carrying items weighing 25-50 pounds.   

Physical and Mental Demands and the Environmental Factors

        Occasional            (1 – 33% of the time)

Frequent (34 – 66% of the time)

Constant (67 – 100% of the time)

_F__ Requires bending or twisting

_O__ Requires walking and running

_O__ Requires kneeling, crouching, stooping, or crawling

_F__ Requires repetitive movement

_C__ Requires standing

_C__ Requires using hands to handle, control, or feel objects, tools, or controls

_O__ Requires working outside in all types of weather conditions

_O__ Subject to cuts, burns, and bruises

WORKING CONDITIONS

1. Work environment includes large equipment, specialized tools, hot water and cleaning solutions, rolling carts, kitchen and shuttle van with moving parts to avoid.
2. Sleeping rooms, public areas or event room environments
3. A flexible schedule can vary from week to week; you must be available to work on weekends and holidays.