Full job description

Purpose Position
Responsible for assisting guests with their luggage and packages upon arrival and departure and for arranging transportation when necessary. Responsible for arranging, stocking, and maintaining room service preparation area.

Essential Job Functions
Customer Service

• Assist with group arrivals and departures. Greets guests with a cheerful and pleasant voice using guests’ name
• Escort guests to their rooms upon arrival. Confirm that guest room is to guest’s satisfaction. Assist guests in opening and closing the doors including, but not limited to cars, hotel and guestrooms. Load and unload luggage from guest vehicles, including, but not limited to private cars, taxis, and limousines
• Attend to guests requests or complaints when possible and appropriate, when inappropriate, inform supervisors or managers
• Appropriate person of request and follow up to ensure it was resolved
• Maintain storage facility for guest luggage when requested or required. Responsible for security of storage area at all times. Issues and record valet parking tickets in accordance with hotel and garage guidelines
• Transport food, beverage dishes, trays, glass and silverware from kitchen and storage area to work area. Prepare, assemble and deliver food and beverage trays to guest rooms. Stock food and beverage items in designated areas. Monitor guest floor to ensure trays and tables do not remain in hallways
• Maintains up-to-date knowledge of all hotel and area events and activities so that guests will receive accurate and prompt information when requested
• Takes room service orders from guests over the telephone. Enters orders into Micros system. Communicates special instructions to the kitchen and expediters. Up-sells room service orders
• Has extensive knowledge of Room Service and Beverage Menu and provides guests with further information than what is on the menu. Provides a professional and immediate response to guests concerning all menu items and their preparation

Functions

• Respond to Command Center Agent direction in delivery of various guest requested items including but not limited to: Housekeeping amenities, guest faxes, and retrieving and delivering guest laundry
• Maintain safety and cleanliness of work station. Ensure work area meets standards set at completion of work shift
• Performs functions of a concierge, their duties and requests, via telephone
• Creates an organized, cooperative, and well run work environment by completing shift checklist and following through on responsibilities
• Helps to identify process problems and deficient areas in the hotel and suggests solutions for permanent fixes
• Remove room service tables and trays from guest rooms and hallways when advised of their presence
• Prepare coffee, iced tea, and juices as necessary
• Transport dirty equipment to dishwasher area
• Inspect all equipment. Report any problems to appropriate personnel. Follow up to ensure correction of problem.