Bell Attendant

Compensation Type

Highgate Hotels

Highgate is a premier real estate investment and hospitality management company widely recognized as an innovator in the industry. Highgate is the dominant player in U.S. gateway markets including New York, Boston, Miami, San Francisco and Honolulu, with a rapidly expanding presence in Europe, Latin America, and the Caribbean. Highgate’s portfolio of global properties represents an aggregate asset value exceeding $20B and generates over $5B in cumulative revenues. The company provides expert guidance through all stages of the hospitality property cycle, from planning and development through recapitalization or disposition.  Highgate also has the creativity and bandwidth to develop bespoke hotel brands and utilizes industry-leading proprietary revenue management tools that identify and predict evolving market dynamics to drive out performance and maximize asset value. With an executive team consisting of some of the industry’s most experienced hotel management leaders, the company is a trusted partner for top ownership groups and major hotel brands. Highgate maintains corporate offices in London, New York, Dallas, and Seattle.

Location

The Newbury Boston at One Newbury Street, located in the premier shopping and dining neighborhood of Boston’s Back Bay is an iconic property originally opened in 1927 as one of the first Ritz-Carlton hotels in the U.S. and most recently was the Taj Boston. The building was recently transformed into a 286-room luxury hotel with 16,000-sq-ft of stunning event spaces, signature dining experiences and a reimagined front entrance on Newbury Street.

Overview

The Bell Attendant is responsible for assisting with the check-in/check-out processes and accommodating guests during their stay in an attentive, courteous and efficient manner.

Responsibilities

• Load and unload luggage carts.
• Escort guests to rooms and familiarize them with hotel services and amenities (hours of outlets, pool, and exercise room, etc.). Inspect guest’s room to ensure it is in order and that supplies are adequate.
• Explain features of the room including operation of radio, television, telephone, in-room movie system, etc.
• Check/store luggage for arrivals and departures with luggage tags.
• Coordinate group/tour arrival by bus.
• Operate Relay devices efficiently and professionally when communicating with hotel staff.
• Report maintenance issues in ALICE and to MOD.
• Keep lobby area clear and organized for arriving guests; communicate trash removal and deep cleaning needs to Housekeeping staff through ALICE & Relay.
• Keep track of weather to recognize when rain mats need to be placed at entry doors. Return mats to storage when weather has cleared. 
• Deliver flowers, laundry and packages to guestrooms.
• Assist with room changes/moves.
• Follow all standards required by the Forbes Five Star service such as:
• Must use guest name
• Must show genuine interest
• Must demonstrate anticipatory service
• Must close interactions appropriately
• Must smile and maintain engaging expression
• Maintain current listing of local and area attractions, special events and activities.
• Report maintenance issues in Alice and to MOD.
• Maintain list of local transportation guides, churches, sports arenas, etc.
• Assist Houseperson with guest requests.
• Maintain cleanliness of the bell closet.
• Maintain inventory supply of luggage tickets and requisition new orders when replacements are necessary.
• Ensure shoe shine equipment is in proper working order and that supplies are stocked with sufficicent inventory.
• Provide information, maps and directions as required.
• Answer telephone console to assist guest service agents.
• Show guestrooms and suites as needed and emphasize the hotel’s amenities.
• Complete daily checklist.

Qualifications

Education & Experience:

• High School diploma or equivalent required and/or experience in a hotel or a related field preferred.
• Must have a valid driver's license for the applicable state.

Physical Requirement:

• Flexible and long hours sometimes required.
• Heavy work - Exerting up to 100 pounds of force occasionally, and/or 50 pounds of force frequently and/or up to 20 pounds of force constantly to lift, carry, push, pull, or otherwise move objects.
• Ability to stand during entire shift.

General Requirements

• Maintain a warm and friendly demeanor at all times.
• Must be able to effectively communicate both verbally and written, with all level of employees and guests in an attentive, friendly, courteous and service oriented manner.
• Must be effective at listening to, understanding, and clarifying concerns raised by employees and guests.
• Must be able to multitask and prioritize departmental functions to meet deadlines.
• Must be extremely professional and demonstrate genuine and intuitive service.
• Support Highgate core values: passion, innovation, integrity, ownership and community.
• Attend all hotel required meetings and trainings.
• Maintain regular attendance in compliance with Highgate Hotel Standards, as required by scheduling, which will vary according to the needs of the hotel.
• Maintain high standards of personal appearance and grooming, which includes wearing the proper uniform and nametag.
• Comply with Highgate Hotel Standards and regulations to encourage safe and efficient hotel operations.
• Maximize efforts towards productivity, identify problem areas and assist in implementing solutions.
• Must be effective in handling problems, including anticipating, preventing, identifying and solving problems as necessary.
• Must be able to understand and apply complex information, data, etc. from various sources to meet appropriate objectives.
• Must be able to cross-train in other hotel related areas.
• Must be able to maintain confidentiality of information.
• Must be able to show initiative, including anticipating guest or operational needs.
• Perform other duties as requested by management.