Tasks, Duties And Responsibilities
Performs a variety of duties to assist hotel guests and patrons such as:
Welcoming guests at the airport
Inviting guests to sit down in the shuttle telling them when they will be departing and how long it will take to arrive at the hotel
Driving safely and secure
Unloading and loading baggage
Giving directions and answering inquiries
Maintains the vehicle clean.
Respects all safety procedures and traffic codes.
Call guests by name whenever possible.
Reports to supervisor if any damage of the luggage.
GENERAL DUTIES
Provides and maintains the highest standard of guest care and service.
Maintains a high standard of personal hygiene and grooming at all times.
Ensures that designated uniform is worn, well pressed and in a good state of repair and to ensure that name badge is worn at all times.
Have a good knowledge of all hotel facilities and be able to answer guest questions in a quick, polite and helpful manner.
Handle any guest complaints or problems promptly and to ensure that all resolved / unresolved incidents are reported to the Supervisor.
Ensures company, hotel and statutory rules, regulations and policies are adhered to at all times.
Acts on your responsibilities for Health and Safety and work.
Be security conscious with respect to guest, staff and hotel property / welfare and to report suspicious circumstances to the Supervisor.
Follows all procedures set up for the protection of the environment.
SECURITY, HEALTH AND SAFETY
Ensures that guest details are not disclosed
Maintains high confidentiality in regards to guest privacy
Reports any suspicious behavior of guests and staff to the GRM and Security
Notifies GRM and Executive Housekeeper regarding lost and found objects
Ensures that all potential and real hazards are reported appropriately immediately
Follows emergency procedures to provide for the security and safety of guests and employees
Works in a safe manner that does not harm or injure self or others
Maintains the highest standards of personal hygiene, dress, uniform, appearance, body language and conduct
Responsible Business: show involvement and be interested in environmental and/or social issues by participating in Responsible Business hotel and departmental activities
GUEST RELATIONS
Welcomes and escorts guests upon arrival; exhibits courteous manners
Provides guests with hotel brochures, local maps, and restaurant menus as requested, and refers them to the Concierge for further information
Proactively informs Front Office staff regarding spelling of guest’s names based on luggage labels
Knows the names of key people within The Carlson Rezidor Hotel Group
Uses the right approach to respond to negative comments and complaints; and notifies GRM, and appropriate Department Head immediately for appropriate follow-up
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