Job Description
Job DescriptionDescription:
DEPARTMENT: Guest Services
REPORTS TO: Front Office Manager
STATUS: Exempt
JOB SUMMARY
The Guest Services/Bell Manager is responsible for leading our front-of-house team, including all bell personnel, valets, and drivers. This role offers an exciting opportunity to contribute to a welcoming environment, uphold high standards of service, and support the overall success of our hospitality team.
QUALIFICATION STANDARDS
Experience:
- At least 2 years of progressive experience in a hotel or a customer service-related field
- Previous Supervisory experience required.
- Must be able to work a flexible schedule which will include primarily PM shifts and weekend availability.
- Must be proficient in Windows operating/computer systems, complete approved electronic spreadsheets and word processing.
- Must have a valid driver’s license from the applicable state and pass a pre-employment background/MVR check.
Guest Services Bell Manager
The Bell/Transportation Manager is responsible for leading our front-of-house team, including all bell personnel, valets, and drivers. This role offers an exciting opportunity to contribute to a welcoming environment, uphold high standards of service, and support the overall success of our hospitality team.
Key Responsibilities:
- Supervise and coordinate daily bell/transportation operations to ensure smooth and efficient service delivery
- Lead, motivate, and train guest services staff to maintain high standards of professionalism and customer care
- Address guest inquiries, concerns, and complaints promptly and effectively to ensure satisfaction
- Responsible for enforcing policies/standards, compliance and following the disciplinary process in accordance with handbook policies. Disciplinary actions are to be reviewed and approved by Front Office management prior to final distribution to employees
- Work closely with Bell captains to ensure bell stand operations run efficiently.
- Cross trained to perform and assist front office operations whenever requested by management
- Ensure all Hyatt, Avion, and safety trainings are completed in a timely manner
- Responsible for preparing weekly schedules in accordance with forecast, group resumes, occupancy, and local activities
- Collaborate and maintain communication with other departments to facilitate seamless guest experiences
-Performs concierge duties including making reservations, recommendations, following through on guest requests
- Ensure bell staff are following uniform standards including properly uniformed with name tag - Monitor service quality and implement improvements to enhance guest satisfaction
- Attend weekly manager staff meetings
- Conduct the annual review process with employees reporting to the Guest Service/Bell Manager
- Coordinate a monthly bell staff meeting with the Front Office Manager
- Ensure Airline crew transportation is performed efficiently and timely
- Be knowledgeable of budget standards and review with the Front Office Manager
- Responsible for inventory control and order supplies with approval of Front Office management
- Uphold health, safety, and cleanliness standards in all guest interactions and service areas
- Oversee the daily and long-term maintenance of hotel shuttles. Schedule repairs when applicable
Skills and Qualifications:
- Proven experience in guest services, hospitality, or customer service leadership
- Must be able to work a flexible schedule including PM, weekends, overnights, and assist with coverage due to staffing shortages
- Excellent communication and interpersonal skills
- Strong leadership and team management abilities
- Ability to handle challenging situations with professionalism and tact
- Detail-oriented with excellent organizational skills
- Flexibility to work various shifts, including evenings, weekends, and holidays
- Knowledge of guest services software - High school diploma or equivalent; additional hospitality or management training is preferred
Join our dynamic team and be part of a company that values guest satisfaction, professional growth, and a positive work environment. We offer competitive compensation, ongoing training, and opportunities for advancement within our organization.
Requirements:
Physical requirements:
- Long hours sometimes required. Typically, a 45-50 hour scheduled workweek.
- Light work - Exerting up to 20 pounds of force occasionally, and/or up to 10 pounds of force frequently or constantly to lift, carry, push, pull or otherwise move objects.
- Ability to stand during entire shift.
Mental requirements:
- Must be able to convey information and ideas clearly.
- Must be able to evaluate and select among alternative courses of action quickly and accurately.
- Must work well in stressful, high-pressure situations.
- Must maintain composure and objectivity under pressure.
- Must be effective in handling problems in the workplace, including anticipating, preventing, identifying and solving problems as necessary.
- Must have the ability to assimilate complex information, data, etc., from disparate sources and consider, adjust or modify to meet the constraints of the particular need.
- Must be effective at listening to, understanding, and clarifying the concerns and issues raised by co-workers and guests.
- Must be able to work with and understand financial information and data, and basic arithmetic functions.
- Monitor all V.I.P.'s, special guests and requests.
- Maintain required pars of all bell stand supplies.
- Review Front Office logbook and Guest Request log on a daily basis.
- Assist the Front Office Manager with implementing and maintaining emergency procedures.
- Be familiar with all corporate sponsored programs such as airline mileage, Triple Upgrade, or V.I.P. programs, and the standards and procedures for each.
- Maintain an organized and comprehensive filing system with documentation of purchases, vouchering, schedules, forecasts, reports and tracking logs.
- Conduct meetings according to Avion Hospitality standards as required by management.
- Other duties as required.
I HAVE READ AND UNDERSTAND THE JOB DESCRIPTION AS STATED ABOVE AND ACCEPT THAT ANY OF THE TASKS MAY BE MODIFIED OR CHANGED. I ACCEPT RESPONSIBILITY FOR KNOWING THE MODIFICATIONS AND / OR CHANGES IN THIS JOB DESCRIPTION. I CAN PERFORM THE ESSENTIAL FUNCTIONS OF THIS JOB AS LISTED ABOVE, WITH OR WITHOUT REASONABLE ACCOMMODATION.