Description

PURPOSE OF POSITION:
Drive guest to their destinations in hotel vans with a courteous and friendly manner. To escort arriving and departing guests in a friendly and courteous manner to and from their accommodations, transporting their luggage. Acquaint each guest with room and features.

ESSENTIAL FUNCTIONS:
1. Greet customers with a friendly and sincere welcome. Remain calm and attentive during heavy hotel activity and emergencies.
2. Retrieve guest items from cars, busses, vans, carts and frequent trips to the airport and/or downtown Omaha.
3. 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.
4. Read and match luggage tags, write claim tickets, and detach portion to give to guest.
5. Organize and store luggage as necessary in a designated area.
6. Direct guest flow through hotel giving assistance and direction to various areas in hotel.
7. Respond to guest requests and handle guest issues or report complaints to management.
8. Remain calm and alert, especially during emergency and/or heavy hotel activity.
9. Post daily functions on clipboard located at the bell desk.
10. Polish bell carts regularly.
11. Maintain condition and cleanliness of work area.
12. Inspect bell closet daily.
13. Process valet laundry requests for guests.
14. Inspect lobby for cigarettes, trash and debris and clean-up when needed.
15. Process/ deliver any shipping and receiving inquiries from guests.
16. Answer guest questions regarding area or hotel, outlet information and services.
17. Effectively deal with internal and external customers, some of whom will require high levels of patience, tact, and diplomacy to defuse anger, collect accurate information and resolve conflicts.
18. Represent the hotel with professionalism and decorum.
19. Follow all Marcus Hotels and Resorts policies and procedures, Marriott Standards, and Information Protection procedures.
20. Attend all scheduled mandatory Guest Services Department meetings, trainings and hotel meetings.
21. Make corrections and adjustments and handle all computer problems that might occur throughout shift.
22. Perform all other related duties and special projects as requested and/or assigned.

POSITION REQUIREMENTS:
1. High school diploma or equivalent preferred.
2. Prior hospitality or customer service experience preferred.
3. Must be able to work a varied schedule to include days, evenings, weekends, holidays and the ability to work under pressure.
4. Attention to detail.

POSITION REQUIREMENTS (continued):
5. Ability to effectively deal with guest concerns in a friendly and positive manner. This involves listening to the nature of concern, demonstrating empathy with the customer and providing positive and proactive solutions.
6. Excellent interpersonal, listening and communication skills to include the ability to read, write, speak, and understand the English Language sufficiently to ascertain information from luggage tags and claim checks to write numbers and names on claim checks and rooming lists.
7. Ability to stand and move throughout continuously to perform essential job functions.
8. Hearing and visual ability to communicate with guests and/or observe and detect signs of emergency situations.
9. Must be able to represent the company in a professional, well-groomed and courteous manner.
10. Ability to lift, push, pull and/ or carry or otherwise move packages and boxes and luggage up to 100 lbs. continuously throughout shift.
11. Ability to stand and walk continuously to perform essential job functions.
12. Sufficient manual dexterity in one hand to be able to load and unload luggage.
13. Ability to perform tasks requiring bending, stooping, kneeling, and walking significant distances on property.
14. Must have a valid driver's license.

Equal Opportunity Employer