Bell Captain at Mountain Standard Group LLC – JACKSON, Wyoming

ABOUT US

Crystal Creek Hospitality is a collection of independently spirited and branded hotels focused on remarkable hospitality™. We see every day as an opportunity to enrich the lives of our employees, guests, and communities. Our vision, mission, values and commitments are at the core of every decision we make and every person we hire. No heroes, no egos–just a diverse group of individuals with solid relationships built on a foundation of trust that honors our employees, guests, and investors.

OUR VALUES

We Engage and We Listen

We Care and We Own

We Provide and We Ensure

We Appreciate and We have Fun

JOB OVERVIEW

The Bellperson/Valet is responsible for delivering excellent guest service by providing assistance with luggage, escorting guests to their rooms, parking and delivering guest vehicles, storing and securing guest vehicle keys, and ensuring a smooth check-in and check-out process. This position plays a key role in creating a welcoming and hospitable environment for guests while assisting with the overall guest experience during their stay.

REPORTS TO

Front Office Manager

DIRECT REPORTS

N/A

KEY RELATIONSHIPS

Internal: Managers and hourly staff

External: Guests

ESSENTIAL JOB FUNCTIONS

• Hold colleagues responsible and accountable for their daily job performance by documenting any infractions.
• This includes but is not limited to timeliness of completing assignments, attendance, uniforms, and ensuring team members are at their proper posts.
• Champion communication regarding daily events, VIPS, Resumes, and pass-on information provided from the front desk/MOD to the Bell/Valet team.
• Maintain town car inspection checklist and provide updates to the Guest Service Manager about needed repairs.
• Inspect and report any hazards in the garage that could impact Valet.
• Maintain inventory checklist and provide updates when restocking is necessary.
• Assist Guest Service Manager with payroll and scheduling, to confirm the accuracy of commission postings and schedule requests.
• Overseeing additional tasks as assigned by the Guest Service Manager.
• Manage the shipping & receiving process to ensure that guest packages are accounted for and delivered in a timely manner.
• In addition to the above responsibilities, you are expected to perform the duties of the Bell and Door team below;
• Prioritize and accurately complete essential functions, including but not limited to:
• Greeting, escorting, and introducing arriving guests to front office team
• Describing room and property features to guests upon arrival
• Proactively assisting departing guests to transportation
• Timely tracking incoming/departing packages
• Ensure all brand and service standards are met and adhered to. Remain calm and alert, resolve guest complaints within guidelines. Protect guest sentiment by representing and promoting the hotel and dealing positively with the public. Follow the LEARN model
• Greets guest immediately with a friendly and sincere welcome. Use a positive and clear speaking voice, listen to understand request, respond with appropriate action and provide accurate information such as outlet hours, special VIP programing, events, etc.
• Be able to assist within the check-in/checkout process should the need arise
• Promptly answers the telephone and email inquiries from internal and external communication streams. Inputs messages into the computer and advises other associates of special guest needs. Retrieves messages and communicates the content to the guest. Retrieves mail, packages and facsimiles or other special items for customers as requested
• Complete all assigned checklist and shift reports accurately
• Valet guest vehicles and operate the town car.
• Maintain the cleanliness of front drive and surrounding areas
• Retrieve mail, packages and other special request items for guests as requested
• Deliver arrival amenities, cards, or packages to guest rooms or post upon arrival, during stay or after departure
• Be educated and familiar with local and area recreational, dining, and cultural activities and attractions to provide approved recommendations to guests
• Be aligned with the culture, values, goals and human resource programs of the Marriott Brank.
• Maintain a professional appearance and attitude at all times. Follow the dress code and uniform standards. Demonstrate positive body language and posture
• Be proficient in using package tracking system and other pertinent software as assigned (MGS & GXP)
• Stock, maintain, and clean lobby market area and guest room pantries
• Follow all best practices, policies and procedures for the guest experience team
• Maintain a clean, neat and organized workstation and lobby area
• Follow safety and emergency guidelines, policies, and procedures
• Maintain tip tracking in time clock without error
• Complete miscellaneous tasks as assigned, assist in other departments when needed

PHYSICAL DEMANDS & WORK ENVIRONMENT

The physical demands & work environment described here are representative of those that must be met by an employee to successfully perform the essential functions of this job. Reasonable accommodations may be made to enable individuals with disabilities to perform the essential functions.

While performing the duties of this job, the employee is regularly required to stand; use hands to handle, feel, or finger; reach with hands and arms; talk or hear; and taste or smell. The employee frequently is required to walk and climb or balance. The employee is occasionally required to sit and stoop, kneel, crouch, or crawl. The employee must regularly lift and/or move up to 10 pounds, frequently lift and/or move up to 50 pounds, and occasionally lift and/or move up to 50 pounds. Specific vision abilities required by this job include close vision, distance vision, color vision, peripheral vision, depth perception, and ability to adjust focus.

STANDARD SPECIFICATIONS

Requirements are representative of minimum levels of knowledge, skills and/or abilities. To perform this job successfully, the incumbent will possess the abilities or aptitudes to perform each duty proficiently.

A review of this description has excluded the marginal functions of the position that are incidental to the performance of fundamental job duties. All duties and requirements are essential job functions.

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 direct report.

This document does not create an employment contract, implied or otherwise, other than an "at will" employment relationship.

ESSENTIAL QUALIFICATIONS

• 2-years Guest Services experience preferred
• 1-year of Guest Services leadership preferred
• Pass a Motor Vehicle Record check
• Defensive / Safe driver certification
• Organizational and time management skills
• Be an active team player and ability to collaborate across teams
• Strong background of customer service experience
• Process excellent verbal and written communication
• Proven track record in resolving guest problems and expediting solution
• Understand daily hotel operations
• Must read, write and speak the English language effectively
• Flexible schedule during high business volumes including weekends, evenings, and holidays
• Possesses basic math skills
• Ability to effectively manage 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
• Ability to work independently, with little to no supervision, use time efficiently and multi-task