Bell/Door Person

Our culture is caring and thoughtful, and we deliver good-natured and informed service, perfectly executed to evoke a sense of fulfillment and well-being. A job at 1 Hotels is about more than punching a clock. It's about changing the world - little by little. We're the world's first mission-driven hotel company and we've got some lofty goals. All we ask is that you bring your true self and do all the good you can! 

MAIN DUTIES: 

The Bell/Door Person work effectively as part of the Front of House service team to provide an efficient and courteous welcome and positive first impression.  Primarily responsible for maintaining ownership of the entry and lobby areas; providing assistance into and out of the hotel; assisting with transport of luggage to/from the lobby/guestroom and loading/unloading from guest vehicles; orienting guests to their guestroom/hotel; assisting with transportation needs; and providing attentive, courteous and efficient service to all guests during check-in, throughout their stay and at checkout.   

GENERAL DUTIES: 

• Anticipate and understand guests’ service needs, ascertain satisfaction, and respond urgently and appropriately to guest concerns and requests. 

• Greet, welcome and acknowledge all guests by name and respond to their requests in a courteous and professional manner using professional language at all times.  Remain attentive to the needs of all guests, providing them with dependable, punctual and enthusiastic service.  Provide courteous, friendly and efficient service to all internal and external guests.  Thank guests with genuine appreciation. 

• Consistently conduct oneself in a professional manner at all times and work professionally with colleagues and team leaders with a team minded approach. 

• Attend pre-shift meetings to learn shift details, including property and guest expectations.   

• Attend and participate in all required meetings. 

• Follow all cash handling procedures. 

• Adhere to no solicitation of gratuities policy. 

• Input real-time work orders via HotSOS and any guest concerns during interaction. Convey with clarity in HotSOS any and all guest opportunities. 

• Perform any other reasonable duties as requested by the leadership team. 

• Be a clear thinker, analyze and resolve problems, exercise good judgement, resolutions must be thoughtful, and with the guest in mind.  Immediate follow-up with a leader is expected. 

• Establish and maintain open, positive, collaborative, and professional internal and external relationships.  Develop lasting relationships with guests and to secure repeat business.  Foster and promote a cooperative working environment, maximizing efficiency and delivering the ultimate guest experience. 

• Follow all company and safety and security policies and procedures; report any maintenance problems, safety hazards, accidents, or injuries; complete safety training and certifications; properly store flammable materials.  

• Ensure compliance with hotel policies, procedures, and standards with self and colleagues. 

• Ensure uniform and personal appearance are clean and professional. 

• Maintain confidentiality of proprietary information. 

• Embody the 1 Hotels Vision, Mission and Compass; deliver on Our Promise, provide Good-Natured Service and uphold our Brand Pillars. 

QUALIFICATIONS & SKILLS: 

• Previous related guest service experience dealing directly with the public and acquired general knowledge of basic customer service skills.  

• Ability to compute basic mathematical calculations. 

• Ability to learn and work with technology including devices such as computers, iPods and iPads. 

• Fluent in oral and written English and excellent overall communication skills. 

• Knowledge of the restaurants, bars, nightclubs, theatres, and attractions in New York City and Brooklyn and public transportation systems. 

• Must have vision ability to read written communiques and monochrome computer screen. 

• Ability to regularly lift, carry, push, pull and/or move up to 100 pounds occasionally, 50 pounds frequently and 25 pounds constantly.  Specific vision abilities required by this job include close vision, distance vision, color vision, peripheral vision, depth perception and the ability to adjust focus. 

• While performing the duties of this job, the team member is regularly required to stand; use hands/fingers; to handle, or feel objects, reach with hands and arms, talk, hear, taste & smell.  The team member is frequently required to walk, kneel, or crouch and must possess the ability to stand for long periods (more than 8 hours). 

• Ability to understand and follow verbal/written instructions, work on more than one task at a time, and be able to communicate both verbally and in writing. 

• Proficient in verbal and written English communication 

• Ability to use tact and understanding when dealing with a variety of customer service problems, including stressful and highly emotional situations. 

• Highly organized and able to pay attention to minute written and verbal details, particularly when performing multiple tasks. 

• Ability to effectively cope with change, handle risk and uncertainty comfortably, ability to shift gears at a moment’s notice while being composed under pressure. Doesn’t show frustration when dealing with upset guests or team members. 

• Relates well to all kinds of people – up, down, and sideways, inside and outside the organization; builds appropriate rapport; builds constructive and effective relationships; uses diplomacy and tact; can defuse even high-tension situations comfortably.  

• Genuinely cares about people, demonstrates real empathy with the joys and pains of others. 

• Professional & appropriate business appearance and demeanor aligned with the 1 Hotel brand and culture. 

• Flexibility to meet the demands of a 24-hour operation.  Due to the nature of the hospitality industry, team members may be required to work varying schedules, including holidays and weekends to accommodate the business and demands of the property. 

Due to the nature of the hospitality industry, employees are required to work varying schedules, including holidays, to accommodate the business and demands of the hotel 

This job description in no way states or implies that these are the only duties to be performed by the employee occupying this position.  Employees will be required to perform any other job-related duties assigned by their supervisor. 

Starwood Hotels is an equal opportunity employer. We believe in a diverse, sustainable workforce with an empowered, inclusive culture. We are committed to non-discrimination on any protected basis covered under applicable law. If you require any special accommodation, please visit People Operations. 

Please note that your job description is not an exhaustive of tasks and duties, but serves a guideline for daily duties, which may change from time to time.