The posting
Purpose: To provide assistance and services to guests in order to ensure that their arrival and departure experience is pleasurable and informative. This position is responsible for efficiently handling guest luggage while serving as an informational source to the guests. Duties include escorting guests to and from their room, communicating available guest services, checking guest packages, controlling traffic flow in the Lobby, providing information about the hotel and city. Provide our guests with an exceptional arrival and departure experience that makes them feel welcome. Engages the guest to provide superior guest service. Coordinates activity in the drive with the Bell Attendant to ensure timely delivery of luggage and Valet Attendants of guest vehicles. Unloading baggage from cab/taxis for departing and arriving guests. Any duties as required by management. The successful candidate: Must be able to work a variety of shifts including AM, PM, Overnight, Weekends and Holiday. Requires standing, walking, lifting up to 70 lbs. continually throughout shift. Must have excellent guest service and communication skills. Prior Bell or Doorperson is highly preferred in a four diamond service hotel Prior customer service experience is required. Must undergo a drug test. Must complete a DMV Driving Record check Must own a valid Pennsylvania Driver's License Essential Functions:
To assist in the transport and storage of guest luggage. To assist with guest packages.
transport to guest room transport to guest meeting area; Omni meeting rooms.
To properly "log" all trips originating from the "Bell Stand." Responsible for a clean and "smart" appearance of uniforms. Knowledgeable about all hotel amenities. To be conversant with all hotel promotional programs (guest related).
Properly greet every arriving guest using the “Moments of Service”. Be Familiar with the City, as to provide driving & walking directions. Be fully acquainted with the different points of interest. Ensure guest’s names are places on all luggage tags. Ensure that the public areas (lobby, front drive, etc.) are maintained, clean and tidy by cooperating with Housekeeping Department. Ensure the bell closet is maintained, clean and tidy. Accept other special duties as required by management. Interact with all other departments to ensure that guest’s needs are satisfied.
Follow-up with guests, after other hotel departments complete tasks, to ensure that all the problems were resolved.
Speak with guests in a friendly, warm, and genuine manner that makes them feel welcome to the hotel.
To proactively work to seek out ways in which to improve the hotel experience for our guests.
Ensure the crispness & neatness of your appearance. Uniform, Omni pen, notepad, nametag & shoes shined. No logo'ed under garments that are going to “bleed” through your uniform. Moments of Service Training. Adhere to proper loading of Bellcart to distribute weight evenly.Understand and enforce hotel policy on loading and unloading boxes at the Front Entrance. As well as no deliveries through the Lobby. Understand the importance of claiming tips in complying with the IRS. Understand who may use the bellcarts and for what purposes. Understand how to properly push and pull a bellcart safely. Understands what “city registration” is required before a guest may be directed to a commercial vehicle. Understand the use of the time clock and the importance of “clocking in & out” for any un-work related activity. Understand how to navigate a bellcart to avoid hitting walls, doorframes, doors, and elevator entry thresholds. Understand responsibilities with regard to reporting burnt out light bulbs and spills. Understand the bridging concept with the front desk for clues to guest status. Use the expression, “Welcome to the Omni” with every arriving guest. Consistently perform well on all audits conducted on you. Personally go to the Pittsburgh Visitor’s Center and see all they offer. Understand the responsibilities with regard to two-way radio use, mandatory earpieces and codes. Refer all guests to hotel offered operations first. (Tap Room & Terrace Room) Controls the traffic flow in and out of the Lobby. Notifies the Front Desk and Guest Services of VIP arrivals whenever possible. Ensure that all personal interaction with other associates, takes place in a “non guest” area. I.e. exchanging tips with the Front Desk. Assist in arranging for restaurant Reservations and limousines as required by our guests. Ensure the delivery of newspapers, faxes, parcels, mail, special deliveries, etc. to guest rooms. Follow Up On Any Guest requests i.e.; extra pillow, toothpaste, extra towels ETC, throughout your shift. (Runners closet is located on the 11th floor near the ice machine) Handling of special requests- i.e. flowers, rental cars, forwarding luggage, airline tickets, etc. Arranging sightseeing tours, advising of different quality local shopping areas, and giving various directions as necessary. Understand how to enter an elevator. Understand when to enter an elevator and when to wait for next elevator. Understand what to say when in the elevator. Understand how to call floors. Consistent use of the bellman & doorman logs. Understand the significance of the Select Guest Program. Understand what the gavel pin represents. Understand the Express Check in process and responsibilities. Understand function of valet drivers and doormen. Understand that the ‘floor’ must be covered 100% of the time & the importance of informing Management of your whereabouts at all times. Understand the posting positions, one and two. Ensure delivery of AM Newspapers Share The Responsibility Of Delivering The Express Check Outs With The Security Department.
Tools and Equipment:
Computer and printer, telephone, pen/pencil, photo-copying machine, facsimile machine
Bellstand luggage carts, hand truck Bellcarts Guest vehicles
Working Environment:
Interior and Exterior of hotel with exposure to weather conditions.
Physical Job Requirements (for essential functions only) Lifting/Pushing/Pulling/ Carrying
Lifting up to 50 pounds and pushing/pulling cart up to 200 pounds Running, standing, stooping, lifting
Bending/Kneeling
Frequently during shift to lift luggage or load luggage into vehicle or onto cart
Mobility
Walking up to 1/10 mile frequently during shift Running stairs
Continuous Standing
To wait for arriving guests or when delivering vehicles frequently during shift
Climbing
Climbing up to approximately 3 steps 5% of 8 hour shift, entering and exiting vans and other vehicles
Driving
To park and retrieve guest vehicles 80% of shift
Work Environment
Inside 25% of work period (approximately 8 hour shift) Interior and on occasion exterior of hotel with exposure to weather conditions. Continually standing for long periods of time, up an entire shift. Must be able to lift up to 100lbs. Must be willing to assist with Concierge & Front Desk Duties Visibly must be able to use computer for extended periods of time Must answer phones in a clear, understandable tone Must be able to push or pull a fully loaded bell cart full of luggage Must be able and willing to use stairs whenever necessary Must be able to visibly recognize luggage tag numbers Outside 75% of work period (approximately 8 hour shift) Exposed to winter and summer temperature extremes
Hearing/Vision/Speech/Literacy
Hearing is moderate (Converse with guests, to hear traffic) Vision is critical (Correctable to 20/20 for driving purposes) Speech is moderate (Converse with guests) Literacy is minimal (Ability to read and interpret traffic and directional signage)
Chemical/Agents Used
Infrequent exposure to petroleum products related to vehicle operation
Protective Clothing
Cold climate outer wear, gloves, hat, boots
Equipment Operation
Ability to operate all speed shifts of vehicles, vans, limousines and automobiles
Wages: $10.58 first 3 months, $11.16 after 3 months, $11.75 after 6 months plus Tips Union Dues $41.25 per month
