Guest Service Agent (Bell Attendant) - Casual - Kona Village

OVERVIEW/BASIC FUNCTION:

Assist guests upon arrival with their vehicles and luggage. Escort guests to their rooms and inform them of all resort services and facilities. Responsible for attending to immediate needs of each guest upon arrival and follow through attention throughout stay. Thorough knowledge of all resort services and amenities. Performs the daily responsibilities of these positions and assists where necessary to ensure optimum service to guests/visitors while maintaining a positive attitude.

RESPONSIBILITIES:

• Personally meet and greet our arriving guests at curb-side; opening car doors and securing their luggage and personal items prior to check-in.
• Maintain complete knowledge of and comply with all departmental policies, service procedures and standards.
• Ensure that standards are maintained at a superior level on a daily basis.
• 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
• Flexibility to work shifts that will include early mornings, evenings, weekends and public holidays.
• 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.
• Ensure that the Bell Desk is attended at all times; that all posting positions are maintained.
• Ensure knowledge of hotel services, features, and amenities.
• Answer Bell Desk telephone within three rings, using correct greeting and telephone etiquette.
• Document guest calls/requests for Bell Person assistance.
• Maintain security and accurate record of all guest room keys issued to Bell/Door Staff.
• Must perform their job functions to the hotel's expected level of service.
• Assist front office staff whenever necessary in performing all job functions.
• Accommodate all guest requests in an accurate and efficient manner.
• Coordinate group luggage requirements.
• Being personally responsible for extending farewell pleasantries to all our departing guests.
• Monitor and maintain the condition of lobby, hotel entrance, Bell Desk and luggage storage areas.
• All other duties as required by Direct Manager and Supervisor.

QUALIFICATIONS:

•    Experience: Minimum two years’ experience as a Bell Person in a luxury or ultra-luxury hotel.

•    Education: High school diploma.

•    General Skills: Must be able to perform job functions with attention to detail, speed and accuracy; prioritize, organize and follow-up; be a clear thinker, remaining calm and resolving problems using good judgment; follow directions thoroughly; understand a guest’s service needs; work cohesively with co-workers as part of a team; work with minimal supervision; maintain confidentiality of guest information and pertinent hotel data.

•    Technical Skills: Thorough knowledge of hotel services and amenities; ability to compute basic arithmetic; provide legible communication and directions; ability to ascertain departmental training needs.

•    Language: Required to speak, read and write English, with fluency in other languages preferred.

•    Physical Requirements: Must be able to exert physical effort in transporting 50 pounds, endure various physical movements throughout the work areas, reach up and down, remain stationary at times throughout work periods, and satisfactorily communicate with guests and co-workers to their understanding.

•    Licenses & Certifications: Clean driving record is a must.