POSITION PURPOSE

Escort arriving and departing guests in a friendly, courteous manner to and from their accommodations, transporting their luggage. Acquaint each guest with room and hotel features.

ESSENTIAL FUNCTIONS

Grasp, lift, carry and/or load luggage and packages onto a bell cart to transport items throughout hotel to designated room. Navigate bell cart through public areas, guest room corridors and to elevators. Escort customers to accommodations; visually inspect room and telephone and deficiencies such as towels to housekeeping immediately. Point out room features and directory for reference. Organize and store luggage as necessary in a designated area. Answer the Bell desk phone. Listen and respond to guest inquiries using a positive, clear speaking voice. Answer questions and offer assistance giving accurate information regarding outlet hours, other hotel services, directions to local attractions or function rooms, car rentals, air line shuttle service, etc. Greet customers immediately with a friendly and sincere welcome. Remain calm and attentive, especially during heavy hotel activity and emergencies. Read and match luggage tags, write claim tickets (total number of items) and detach portion to give to guest. Assist the valet staff when they are busy. Retrieve guest items from cars, busses, vans and carts. Assist in keeping Bell Desk area and Lobby clean. Clean and polish carts and other equipment used in the department.

SUPPORTIVE FUNCTIONS

In addition to performance of the essential functions, this position may be required to perform a combination of supportive functions, with the percentage of time performing each function to be solely determined by the supervisor based upon the particular requirements of the hotel.

OTHER:

Due to the cyclical nature of the hospitality industry, employees may be required to work varying schedules to reflect the business needs of the hotel including holidays and weekends. All employees are required to comply fully with the rules and standards set forth by Hilton Marco Island Beach Resort & Spa, Olshan Properties and Hilton Hotels Corporation

SPECIFIC JOB KNOWLEDGE, SKILL AND ABILITY

The individual must possess the following knowledge, skills and abilities and be able to explain and demonstrate that he or she can perform the essential functions of the job, with or without reasonable accommodation, using some other combination of skills and abilities. Ability to drive vehicles with both manual and automatic transmissions. Possess visual ability to greet guests, drive vehicles, etc. Possess ability to hear guest requests, other vehicles, etc. Able to effectively communicate verbally in English face-to-face and telephonically. Able to read, write, hear, speak and understand the English language to communicate with management and staff, being persuasive, clear and to the point. Written communication skills to be concise, well organized, complete, clear and understandable. Able to effectively deal with internal and external customers, some of whom will require high levels of patience, tact and diplomacy to defuse anger and collect accurate information and provide positive and proactive solutions. Able to grasp, lift and/or carry or otherwise move packages, boxes and luggage weighing up 75 lbs. Able to push or pull supplies, packages, carts weighing up to 200 lbs. Able to stand, walk and run continuously to perform essential job functions for the duration of the shift. Sufficient manual dexterity in both hands to be able to load and unload luggage. Perform tasks requiring bending, stooping, kneeling and walking using both fine and gross motor skills. Able to work under intense hot, noisy, wet and loud conditions. Considerable knowledge and ability to communicate clear directions to nearby local attractions and hotel facilities and services. Considerable knowledge of the island and surrounding areas. Able to climb stairs.

QUALIFICATION STANDARDS

Education:

High school diploma preferred.

Experience:

No prior experience required. Prior hospitality experience preferred.

Licenses or certificates:

Valid Florida or state issued driver's license. Clear driving record.

Other:

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