JOB SUMMARY Responsible for overseeing, supervising, directing and coordinating all operations of Bell/Door Staff in an attentive, courteous, efficient, and confidential manner; including helping guests into and out of the Resort, coordinating traffic on the front drive, providing pickup and delivery of guest's luggage, and providing delivery of items to guests as requested. QUALIFICATION STANDARDS EDUCATION REQUIREMENTS: A high school diploma or equivalent required and/or experience in a hotel, resort or related field preferred. College degree preferred. LICENSE/PERMITS REQUIRED: Valid driver's license. REQUIRED SKILL: Ability to understand and effectively utilize computer equipment and applications to include, but not limited to: Microsoft office, Excel, and Property or Lodging Management Systems such as Visual One. KNOWLEDGE OF COMPUTER HARDWARE OR SOFTWARE: LMS, Time/Attendance and other property systems. PREVIOUS EXPERIENCE REQUIRED: Customer service and supervisory background preferred. . PHYSICAL REQUIREMENTS: Flexible and long hours sometimes required. Ability to stand during entire shift. Heavy work -- exerting up to 100 pounds of force occasionally, and/or up to 50 pounds of force frequently or constantly to lift, carry, push, pull or otherwise move objects such as luggage, packages, equipment, etc. MENTAL REQUIREMENTS: Must be able to convey information and ideas clearly. Must be able to evaluate and select among alternative courses of action quickly and accurately. Must be effective in handling problems in the workplace, including anticipating, preventing, identifying and solving problems as necessary. Must be effective at listening to, understanding, and clarifying the issues raised by Associates and guests. Must be able to work well in stressful, high pressure situations. Must be able to work with and understand financial information and data, and basic arithmetic functions. Must maintain composure and objectivity under pressure. ESSENTIAL DUTIES & FUNCTIONS: Approach all encounters with guests and associates in a friendly, service-oriented manner. Maintain regular attendance in compliance with Kalahari Resort standards, as required by scheduling which will vary according to the needs and business demands of the resort. Maintain high standards of personal appearance and grooming, which include wearing the proper uniform, nametag, Promise button, when working, as well as enforce proper Staff grooming standards. Comply at all times with Kalahari Resort standards and regulations to encourage safe and efficient resort operations. Maintain a friendly and warm demeanor at all times. Be attentive, friendly, helpful and courteous to all guests, managers and fellow associates. Use proper two-way radio etiquette when communicating with other associates. Practice safe work habits to ensure safety to guests, fellow associates and self. Manage the day-to-day activities of the bell services department; schedule associates to ensure proper coverage. Ensure all staff are properly trained and have the tools and equipment needed to effectively carry out their respective job duties. Responsible for hiring, coaching and counseling bell staff with guidance from the Front Office Manager. Promote teamwork and quality service through daily communication and coordination with other departments. Key departmental contacts include Front Office, Housekeeping, and Conference Services. Prepare schedules and workloads for bell and door staff ensuring maximum efficiency. Document all incidents and accident reports in accordance with resort policy. Manage guest complaints and take corrective action when necessary. Plan, assign, inspect, and/or manage the work of others. Adhere to performance standards, company policies and procedures, as they relate to the department. Make sure equipment is signed out/in properly at beginning and end of shifts and ensure the proper use of supplies and equipment at all times. Ensure all administrative duties such as transport logs, shift checklists, maintenance requests, and sign-out sheets are completed on a daily basis. Greet guests in a pleasant manner, open car doors and entrance doors for arriving/departing guests. Maintain a system for loading and unloading luggage carts and assist guests with the tagging, storing and retrieving of luggage. Escort guests to rooms and familiarize them with resort services and amenities (hours of outlets, waterpark, theme park, fitness center, etc.). Inspect guest's rooms to ensure it is in order and that supplies are adequate and meets the guest expectations. Explain features of the room including operation of radio, television, telephone, in-room movie system, fireplace, etc. Communicate the resort layout and surrounding attractions, destinations and directions to the guests of the resort. Maintain a clean and orderly vestibule, public space, bell storage closets, and front drive; keep front windows and doors clean at all times. Maintain; coordinate the repair and cleanliness of all bell carts, shuttles and transport vehicles. Control traffic in designated areas when necessary and ensure valet parking procedures and Base Program standard operating procedures are followed during peak times. Coordinate relationship and teamwork between valet and bell staff operations. Coordinate and operate efficient function of the resort shuttle service. Have knowledge of all emergency procedures and the ability to assist and/or respond accordingly. Coordinate with Concierge the delivery of flowers, packages, and other amenities to guestrooms. Coordinate with the Concierge the collection and delivery of laundry/dry cleaning for guests on a daily basis. Know daily VIP arrivals and communicate to Bell/Door Staff. Cross-train in all Guest Service areas (Concierge, Front Desk, PBX) in order to assist when needed. Show guestrooms, suites, meeting facilities and Resort amenities when needed. Perform all duties of the Bell Person, Doorperson and Concierge. Attend meetings/training as required by management. Perform other duties as requested by management.
Equal Opportunity Employer Minorities/Women/Protected Veterans/Disabled