ABOUT 1 HOTELS As a luxury lifestyle hotel brand inspired by nature, 1 Hotels cultivates the best of eco-conscious design and sustainable architecture, together with extraordinary comfort and an unrivaled level of service. 1 Hotels launched in 2015 with the opening of exclusive properties in Miami's South Beach and Manhattan's Central Park. 1 Hotel Brooklyn Bridge, which opened in February 2017, is the first ground-up build, flagship property for 1 Hotels in Dumbo's Brooklyn Bridge Park. All 1 Hotels properties are inspired by a simple idea: those that travel the world also care about it. 1 Hotels upholds this vision by channeling nature through design and culinary partnerships, while connecting with the local community and taking sustainable steps to make a big difference. Additional information can be found at www.1hotels.com. Some benefits of working with us - 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. As a part of our team, you can look forward to activities that drive your passion for nature such as: Sustainable, beautiful and inspiring work environment - You see and feel nature everywhere in the hotel - our hotel was built in Brooklyn Bridge Park Work life balance: Paid Time Off, Holidays Annual 8 hours paid to volunteer & hotel organized volunteer opportunities Pre-tax benefits to encourage commuting, and even free bicycle parking Wellness is important - competitive healthcare benefits & delicious, healthy meals - which are free Financial security - a great 401(k)/retirement savings plan Career advancement, in-house training, education assistance. POSITION OVERVIEW 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. PRINCIPLE DUTIES AND RESPONSIBILITIES Assist guests/visitors in and out of vehicles, and hotel entrance, including assisting guests with loading/unloading luggage. Provide guests with directions. Direct traffic of vehicles at hotel entrance and be mindful of traffic and pedestrians. Ensure front drive is kept clear; vehicles are not parked or left standing in illegal spaces, report any vehicle/safety hazards or potential security problems to front of house leadership. Work cooperatively and in tandem with valet parking team to ensure guest vehicle is seamlessly transferred to and from valet attendant. Transport guest luggage to and from guest rooms and/or designated bell area. Assist with luggage storage, tracking and retrieval. Greet and escort guests to rooms. Open doors and assist guests/visitors entering and leaving property. Inform guests of property amenities, services, and hours of operation, and areas of interest and activities. Identify and explain room features to guests (e.g., use of room key, private-bar, ice and vending areas, in-room safe, valet laundry services, thermostat, in-room technology and privacy light settings). Assist with hailing and securing NYC Medallion/Boro Taxis for guests and visitors. Assist with shuttle, tour and group busses, ensuring that guests and luggage have been arranged correctly. Provide support to events and groups including but not limited to luggage, package, truck and equipment transport and assistance. Complete errands/deliveries for guests as needed including off property. Answer front desk and concierge phones when necessary during busy times. Show guestrooms, suites, events spaces and outlets as needed and emphasize the hotel's amenities to in-house or potential guests. Communicate and assist with parking procedures to guests/visitors. Assist Concierge and Front Office staff with guest requests and services, as needed. Input real-time work orders via HotSOS and any guest concerns during interaction. Convey with clarity in HotSOS any and all guest opportunities. Communicate with guests, other employees, or departments to ensure guest needs are met. Maintain and report to leadership the awareness of persons who pose a potential threat to others or hotel property on hotel premises. Speak with others using clear and professional language and appropriate etiquette. Be able to perform rotational coverage at the door, acting door attendant for a full 8-hour shift. Accommodate guest requests for additional items to be delivered to the guestroom, delivery of requested newspapers and for assistance with packing/unpacking. Stay current with developments and procedures in the hotel by attending daily front office rallies and reviewing the front office communications pass-ons daily. Perform any other reasonable duties as requested by the leadership team. 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. Identify opportunities to optimize performance and create value by challenging existing processes; encouraging innovation and driving necessary change. 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, including no solicitation of gratuity policy; 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 and guest information. Embody the 1 Hotels Vision, Mission and Compass; deliver on Our Promise, provide Good-Natured Service and uphold our Brand Pillars. REPORTING RELATIONSHIPS Reports to the Front of House Managers and Director of Front Office of 1 Hotel Brooklyn Bridge. QUALIFICATIONS & SKILLS REQUIRED: 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. 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. PREFERRED: Multi-lingual Associated topics: bellhop, desk, door attendant, host, lodge, madison, reservations, rocklin, sheraton, sunset
* The salary listed in the header is an estimate based on salary data for similar jobs in the same area. Salary or compensation data found in the job description is accurate.