Front Services - Front Services Attendant

As an integral part of a team, the Front Services Attendant is responsible for continuously looking for ways to improve each guest’s experience.  The Front Services Attendant is responsible for providing prompt assistance for guests/patrons into and out of the hotel, pick-up and delivery of guest’s luggage/items, valet car as requested. Expected to provide exceptional guest experience to projecting a helpful attitude; provide all information and resources possible to fulfill the guests request and thoughtful anticipation of their needs.
 

• As the first point of contact, warmly greet and welcome arriving guests and patrons as they enter the Hotel.
• Review Communication Board and Front Services Supervisor to be up to date with daily business and activity. 
• Maintain accurate knowledge of scheduled functions within the hotel to direct guests to the correct locations.
• Anticipate guests’ needs, respond promptly.
• Respond to guest request via application HotSOS.
• Always maintain positive guest relations and resolve complaints as needed.  
• Work closely with other departments to provide personalized guest experience opportunities.
• Recommend and provide accurate information and direction of local attractions, entertainment, facilities within or outside the properties.
• Remain in assigned post/ “Action Station” as assigned by Front Services Supervisor. 
• Monitor and maintain appearance of Porte Cochere lobby areas, luggage holding room, Porter Desk, & luggage carts.    
• Maintain cleanliness, sanitation, and organization of work-related areas at all times.
• Answer the phone in a courteous and professional manner within 2 rings.
• For valet service, greet guests, explain parking options, review vehicle for damage, create/verify claim tickets and properly store vehicle keys.
• Drive and park guest vehicles in a safe and timely manner in order of arrival.
• Retrieve guest vehicles as requested and/or in the order of departure.
• Assist both arriving and departing guests with luggage handling; storing guest luggage upon request and assist with the loading and unloading of baggage into and out of vehicle while maintaining a professional appearance and a cordial attitude.
• Transport Guest Luggage:  
• From the point of arrival at the hotel to their assigned room.
• From the current room to reassigned room for the guest room changes. 
• From their room to the point of departure of the hotel.  
• Correctly tag, store and retrieve luggage from storage room.  
• Organize and deliver luggage for tour groups.
• Assist guest with long term luggage storage request/left luggage request.
• Explain features of the room including operation of electronic device and entertainment.
• Deliver items to guest room promptly include but not limited to; messages, mail, faxes, packages, flowers, sundry items, etc.   
• Be the “eyes and ears “for security of the Hotel.
• Report any security or safety concerns, problems, safety hazards and potential security problems to Front Services Supervisor and/or Front Services Manager immediately.
• Ensure all guest experiences with Front Services are memorable, unique, and per the hotel’s standards.
• Perform other related duties as may be required or assigned by management.

Reports To:         (Primary) Front Services Supervisor, (Secondary) Front Services Manager
 

Supervises:        None
 

• High school diploma or equivalent educational certification desired.
• At least six months of hospitality experience in luxury property preferred.
• Demonstrated excellent guest/customer service skills.
• Experience with property management system helpful.
• Any combination of education and experience which would provide the necessary knowledge, skills, and abilities to meet the minimum qualifications to perform the essential functions of this position.

• Valid driver’s license with an acceptable abstract. No moving violations for three consecutive years.
• Must be able to obtain a tuberculosis clearance certificate.

• Ensure familiarity with all Hotel services and features.
• Friendly, outgoing personality and professional demeanor.
• Ability to work independently, deal with interruptions and to successfully manage multiple tasks.
• Ability to anticipate guest needs; respond promptly and acknowledge all guests.
• Ability to research, locate, organize, and retrieve resources and information relating to guest needs/request. Creativity to solve new or unique guest issues.
• Ability to drive and operate manual and automatic transmission vehicles.
• Ability to input and access information in a property management system/application.
• Must have demonstrated ability to work harmoniously in a team setting with fellow workers, guests, and management.
• Must be highly organized, detail-oriented and can multi-task.
• Must exhibit a poised and professional image and proper voice projection.
• Be knowledgeable about service vendors i.e., baggage companies, taxi, shuttle and have the ability to recommend restaurants, point of interest, tour activities, and entertainment venues.
• Must be able to work various days and/or evenings including weekends and holidays pending business demands.  Consistently meet attendance requirements.

The physical demands and work environment characteristics described are representative of those that must be met by an employee to successfully perform the essential functions of this job.  Reasonable accommodations may be made to enable individuals with disabilities to perform the essential functions.

• Continuously stands at porter’s desk, with frequent walking, running, bending, and stooping.
• Frequently pushes and pulls up to 110 pounds, lifts up to 50 pounds and carries up to 20 pounds.
• Continuously uses visual and hearing skills.  
• Must be physically able to access all work areas and perform all task and services required to fully perform the requirements of the job.
• Requires working under deadlines and pressure; dealing with difficult people or situations involving customer service issues; and establishing and maintaining cooperative and productive work relationships. Must have outgoing, positive attitude in dealing with guests, management, and employees.
• Requires ability to speak clearly to staff, managers, and guests to give instructions and explanations; ability to listen to and understand managers, staff, and guests; ability to receive and give instructions via telephone, computer messages, face-to-face, and in writing. 
• Able to handle multiple priorities; anticipate needs of the company and guests; resolve basic customer service issues.

• Ability to work any days or hours.    
• Outdoors in an area that is exposed to humidity, noise, and vehicular exhaust.
• Frequently performs porter duties indoors.