Bell Person

Position Summary

Waikiki Malia is a 321-room hotel centrally located in Waikiki, Oahu. The Bell Person is the first and last impression a guest has of the hotel. They are responsible for providing prompt assistance for guests arriving, during their stay and upon departing the hotel, with pick-up, drop off and delivery of luggage and items. They are expected to manage the flow of guests and vehicles in the front porte cochere as that experience is the ultimate first impression of the hotel. The bell person is expected to provide exceptional guest experience and has a helpful, positive attitude while thoughtfully anticipating guests needs.

Essential Functions

• As the first point of contact, warmly greets and welcomes arriving guests as they enter the hotel.
• Assist both arriving and departing guests with luggage handling, storing luggage upon request, and assist with loading/unloading baggage into and out of the vehicle while maintaining a professional appearance and a cordial attitude.
• Organize and deliver luggage of tour groups.
• Ensure the front lobby is kept free of luggage and only used to temporarily organize large luggage deliveries. Maintaining the security of guest’s belongings once we take responsibility and receive them on property.
• Ensure Porte Cochere is kept flowing smoothly and vehicles are monitored and hotel policy of loading and unloading only is strictly followed.
• Bell desk staff complete errands or provide support to other departments when needed; this includes retrieving pool towels and preparing morning coffee service.
• Store, track, and deliver packages as needed.
• Assist physically challenged travelers and other guests with special needs.
• Courteously answer the phone within three (3) rings.
• Keep abreast of information about local economy and tourism.
• Explain room features including operation of devices and entertainment.
• Recommends and provides accurate information and directions of local attractions, entertainment, and facilities within or outside the property.
• Anticipates guests’ needs and responds promptly.
• Ensure all guest's Bell experiences are memorable, unique, and as per the hotel’s standard.
• Works closely with other departments to rectify guest opportunities.
• Responsible for reporting any security and safety problems, safety hazards, and potential security issues to the Manager on Duty.
• Maintain cleanliness, sanitation, and organization of work-related areas always.
• Be the “eyes and ears” for the security of the hotel.
• Performs other related duties as may be required or assigned by management.

Education/Experience

• High school diploma or equivalent vocational training certificate.

• At least six (6) months of hospitality experience or equivalent, strong guest/customer service skills.
• Any combination of education and experience would provide the necessary knowledge, skills, and abilities to meet the minimum qualifications to perform the essential functions of this position.

Physical and Mental Demands

The physical demands and work environment characteristics described here are representative of those that must be met by an employee to successfully perform the essential functions of this job. Reasonable accommodation may enable individuals with disabilities to perform essential functions.

• Continuously stands in the lobby, with frequent walking, running, bending, and stooping.
• Frequently pushes and pulls up to 110 pounds, lifts to 50 pounds, and carries up to 20 pounds.
• Continuously uses visual and hearing skills.

Knowledge, skills, and Abilities

• Ensure familiarity with all hotel services and features.
• Friendly, outgoing personality and professional demeanor.
• Ability to work independently, deal with interruptions, and to successfully manage multiple tasks.
• Ability to anticipate guests' needs; respond promptly and acknowledge all guests.
• Ability to input and access information in a property management system/application.
• Must have the ability to work harmoniously in a team setting with colleagues, guests, and management.
• Must be highly organized, detail-oriented, and can multi-task.
• Be knowledgeable about service vendors, i.e., baggage companies, taxis, and shuttles.
• Maintain high standards of personal appearance and grooming.

Work Environment

• Ability to work any day or hours.
• Outdoors in an area that is exposed to humidity, noise, and vehicle exhaust.
• Frequently, bell duties indoors.