Assist guests with luggage, boxes and personal items to and from guest room upon check in and check out
Actively welcome and greet guests at the hotel entrance
Assist guests with arranging taxis or valeting their car
Assist guests with luggage storage
Provide gracious, attentive and friendly service
Inform guests with savvy knowledge of hotel, its services, the city and local’ happenings'
Offer restaurant recommendations, directions, and tourist suggestions
Own and follow through on guest requests, feedback and inquiries
Possesses a gracious, friendly and fun demeanor
Ability to push / pull a bell cart with luggage up to 225 lbs and lift / carry luggage, boxes and related items up to 80 lbs
Ability to stand throughout entire shift and withstand all weather elements
Ability to work a varied and flexible schedule to include weekends, Holidays, overnights, and any shift within a 24 hour period.
Strong verbal and written communication skills in English; multi-lingual capability preferred
Ability to work independently and part of a team
Positive, energetic attitude is a must
Knowledge of Burlington and other areas around Burlington and throughout Vermont
Professional appearance and ability to comply with company grooming standards
Attention to detail and ability to prioritize responsibilities and requests
To accurately maintain records of all hotel sales transactions and to assist the Front Desk with providing service to guests during evening hours. Function as a Bell person by providing luggage assistance to Overnight Guests as needed.
To present a positive image of the Hotel to all guests and be knowledgeable of all hotel service to provide an exceptional experience for guests. All functions are to be carried out in an environment of teamwork.
A. Demonstrate strong hands-on familiarity with cash handling procedures.
B. Demonstrate strong competency with 10 key calculations by touch.
C. Insure that audits are completed free of mathematical or procedural errors.
D. Insure that guest transactions will satisfy performance standards for front desk agents.
E. Insure that audits completed reflect the following:
- Audit entries are correct and legible with tapes attached.
- Reports, tapes, receipts and supporting paperwork organized for simple review of work.
F. Insure that audit reports, daily receipts, tapes, supporting documentation are chronologically filed.
G. Insure that proper procedures for dealing with guest illness or injury, system failures, fire alarms, robbery, security incidents and other emergencies are described accurately and/or followed if they occur.
H. Offer observations and assistance to management and operating departments, which improve the efficiency of the audit.
I. Anticipate late night check ins and check outs and do not allow lack of immediate access to automated systems to inconvenience guests.
J. Refer to the daily event sheet to direct guests to the correct meeting room, as needed.
K. Demonstrate knowledge of the departments and names of management personnel to direct guests for further assistance.
L. Thank our guests for their patronage and invite them back again.
M. Maintain open communication channels with my co-workers and managers.
N. Immediately report any other out-of-the ordinary issues to management.
O. Adhere to the hotel's policies and procedures.
P. Follow all safety guidelines to ensure personal safety and that of guests and fellow employees.
To perform this job successfully, an individual must be able to perform each essential duty satisfactorily. The requirements listed below are representative of the knowledge, skill, and/or ability required. Reasonable accommodations may be made to enable individuals with disabilities to perform the essential functions.
EDUCATION and/or EXPERIENCE:
High school diploma or general education degree (GED); or six months to one year related experience and/or training; or equivalent combination of education and experience.
Ability to read, analyze, and interpret general business periodicals, professional journals, technical procedures, or governmental regulations. Ability to write reports, business correspondence, and procedure manuals. Ability to effectively present information and respond to questions from groups of managers, clients, customers, and the general public.
Ability to add, subtract, multiply, and divide in all units of measure, using whole numbers, common fractions, and decimals. Ability to compute rate, ration, and percent and to draw and interpret bar graphs.
Ability to solve practical problems and deal with a variety of concrete variables in situations where only limited standardization exists. Ability to interpret a variety of instructions furnished in written, oral, diagram, or schedule form
To maximize revenue by selling hotel attributes effectively & efficiently while exceeding guests expectations through memorable genuine guest interactions.
Handle reservations effectively & efficiently –sells suggestively to meet guests personal travel needs, genuine guest service is provided. Effectively selling all aspects & assets of Hotel Vermont to guests, being proactive to offer solutions to guests needs. Proactively sells Hotel Vermont’s point of difference in the market.
Responds to communications from guests, travel agents, and referral networks concerning reservations arriving by various methods or through a central reservation system. Creates and maintains reservation records- prepares letters of confirmation and promptly processes any cancellations and modifications.
Tracks future room availability on the basis of reservations, and helps develop forecasts for room revenue and occupancy. Additional duties may include preparing the list of expected arrivals for the front office, assisting in preregistration activities when appropriate, and processing advance reservation deposits. Knows the type of rooms the hotel has as well as their location and layout.
Knows of all hotel packages plans-meaning status, rates, and benefits.
Use employee empowerment to work with disgruntled guests in an efficient and effective manner, resolving their issues and turning around their experience so they are loyal Hotel Vermont guests.
Processes reservations and group blocks from the sales office, works cohesively with sales team to ensure guest satisfaction. Asks questions to anticipate potential problems to resolve before guests are making reservations.
Knows the credit policy of the hotel and how to code each reservation, following up on any outstanding payment issues. Alerts guests to cancellation policy and deposit policies. Understands & communicates hotel policy on guaranteed reservations and no-shows.
Communicates well with Front Desk, Sales and other departments in the hotel to ensure we exceed guest expectations during stay.
Maintains a clean and neat appearance and work area at all times.
Promotes goodwill by being courteous, friendly and helpful to guests, managers and co-workers.
Keeps management informed of guest’s areas of interest in order to target more clients or suggests creative offerings that guests would enjoy.
Brings any potential new business to the attention of the sales team & managers.
Cross trained in all areas of Guest Services and Housekeeping. Shows willingness to assist when needed.
Perform other duties as requested.
High school graduate or equivalent. Must speak, read. Write, and understand the primary language used in the workplace. Must be able to speak and understand the primary language used by the guests who visits the hotel.
Previous hotel-related experience desired. Experience in Opera PMS and their functionalities preferred