Assistant Guest Relations Manager, Bell/Valet

Company: The Boca Raton
Location: Boca Raton
Posted on: March 9, 2023

Job Description:

Summary

The Bell & Valet Services, Guest Relations Assistant Manager is responsible for leading the Bell & Valet team in its quest to achieve guest satisfaction by creating a delightful arrival and departure experience, which includes checking in and out, escorting guests to their destination, handling, delivering and storing of guests' luggage, communication of information and handling guest requests.

Essential Functions

Job duties include, although are not limited to:

• Responsible for traffic flow in the driveway
• Initiates contact with guests entering and departing the hotel, while opening and closing the main hotel door and guest vehicle door
• Assists guests with car doors
• Assists guests with luggage and loads luggage onto carts for delivery including providing baggage checks for guests
• Assists Front Office and Bell Desk colleagues with guest requests and services, including retrieval of tickets, flowers and other items as requested
  • Performs vehicle condition checks prior to parking it and report any damage
  • Provides guestroom and hotel tours. Must be familiar with the entire room product including IT&T equipment. Must be familiar with all hotel services including spa, member services and resort dining options
    • Collects and records guest preferences.
    • Maintains the cleanliness of the entrance including front door. Ensures bell carts, carpets and all other supplies and equipment are at all times aligned correctly at the Front Drive
    • Remains in assigned postposition, maintaining correct stance
    • Assists guests in locating and retrieving lost luggage when needed
    • Assists guests with requesting taxis and shared rides.
    • Assist with Moke rentals
      • Removes luggage from guest rooms upon check out if needed
        • Other duties as deemed appropriate by the management leadership
        • Ensures guest satisfaction from arrival to departure in accordance with the Forbes Five Star standards
          • Always acts as a hotel ambassador
            • Is accountable for Front Drive results and performance from Guest Database audit, Guest Satisfaction, Forbes Travel Guide, and Social Media surveys, in areas relating to guest arrival and departure experiences
              • Participates in hiring process, coaches, supports, trains, counsels, schedules, and helps all Front Door Persons
              • Replaces and/or performs duties of the Bell & Valet Services, Guest Relations Manager, Bell team and Door team as needed
                
                Qualifications
                • Excellent interpersonal skills
                • Ability to understand guest needs and expectations and to deliver superior customer service with little input from others
                • Perform job with attention to details and the ability to organize and handle multiple tasks effectively
                • Clear communication; effective verbal and written communication skills in English
                  • Ability to work flexible hours, including weekends, holidays and evenings
                  • Ability to exert physical effort in placing, removing and transporting guest luggage
                  • Must have a valid US state issued driver's license
                    • Trainer skills and ability to mentor and develop team members.
                    • Ability to successfully motivate and lead a team.
                    • Ability to think out of the box and be creative.
                    • Ability to adopt to change. Experience
                      • Minimum 1-2 year of experience working in a 5-star hotel environment.
                      • A minimum of 1 year of Front Office, Door or Bell experience
                        
                        Physical Requirements
                        
                        Physical Requirements
                        
                        Frequency Key:
                        
                        Rare - up to 1 hour, Occasional - 1-3 hours, Frequent - 3-6 hours, Constant - 6-8 hours
                        
                        Physical Activity Frequency
                        
                        Walking Constant
                        
                        Climbing stairs Frequent
                        
                        Standing Constant
                        
                        Crouching/Bending/Stooping Frequent
                        
                        Reaching Frequent
                        
                        Grasping Constant
                        
                        Pushing/Pulling Frequent
                        
                        Near Vision Constant
                        
                        Far Vision Constant
                        
                        Hearing Constant
                        
                        Talking Constant
                        
                        Smell Occasional
                        
                        Taste Never
                        
                        Lifting/carrying (#50 lbs.) Occasional
                        
                        Travel Rare
                        
                        Standing, bending, stooping, and lifting weights up to and including 50 lbs. is required.
                        In the United States we are proud to be an EEO/AA employer M/F/D/V. We maintain a drug-free workplace and perform pre-employment substance abuse testing.

Keywords: The Boca Raton, Boca Raton , Assistant Guest Relations Manager, Bell/Valet, Hospitality & Tourism , Boca Raton, Florida