Bell Attendant

Hilton Miami Blue Lagoon

SECTION ONE: MCR Universal Role Standards

EXECUTIVE SUMMARY

CLEANLINESS and FRIENDLINESS!

The MCR standard is to provide clean, friendly, well-organized and safe hotels for our guests.

AREAS OF EXCELLENCE

• Happy Guests
• Spotless Cleanliness
• Product Consistency & Quality
• Teamwork

Duties and Expectations      

1. Happy Guests

• Guest Relations: Greet guests happily upon arrival and throughout their stay with a smile.
• Name Use: Use the guests’ names whenever possible, ensuring they feel properly welcomed.
• Guest Satisfaction: All Team Members work together to contribute to great guest satisfaction scores.
• Recovery: Ability to handle challenging guest situations with hospitality and a sense of urgency.
• Hotel Knowledge: Strong knowledge of all features of the hotel facility and amenities.
• Events: Awareness and support for all groups and events at the hotel.
• Technology: Understanding of relevant technology for each role.
• Phone Etiquette: Answer all incoming calls with friendly service using the approved greeting.

2. Spotless Cleanliness

• Sparkling Clean Workspaces: All areas, both front and back of the house, should be kept clean and well-organized.
• Pitching In: Cleanliness is a team effort! Everyone may expect to pitch in to clean guest rooms and public spaces as needed, to ensure the hotel is well-organized and safe.
• Hospitality While Cleaning: Always greet every guest happily with a smile, by name if possible, while cleaning.

3. Product Consistency & Quality

• Checklists to 100% Accuracy: All operational checklists are completed accurately and at the designated times, every shift.
• Shift Handover Reports: Handover reports must be accurate and on time, for effective shift-to-shift communication.

• Flawless Uniform: All Team Members must wear a clean, approved uniform and be well-groomed per the Team Member Handbook, while wearing a nametag and smiling at all times.

4. Teamwork

• Communication: Communication between Team Members should be clear, honest, and professional.
• Can Do Attitude: Willing to stretch beyond traditional role to meet the needs of the business and MCR’s guests.
• Collaboration: All Team Members at all levels must be committed to working together to create a welcoming environment for guests and an effective, positive workplace.

SECTION TWO: Role Specific Duties and Expectations

The Bell Attendant will be responsible for providing outstanding hospitality services in an attentive, friendly, and efficient manner. This person will work closely with other hotel departments in providing guest assistance with luggage, transportation, and other miscellaneous needs. The Bell Attendant is often the first and last impression a guest see while staying at the hotel.

Responsibilities:

•Greet guests as they arrive and depart from the property

•Provide guests with area information and local directions

•Arrange for appropriate transportation of guests to and from the hotel when needed

•Assist guests with luggage to and from their rooms as needed

•Deliver items to guest rooms as requested

•Ensure the public areas meet hotel standards

•Restock the public area supplies and take out the trash

•Greet guests that you encounter during your shift with a friendly smile and a professional appearance

•Other tasks as assigned

Requirements:

•Knowledge of the local area is highly preferred

•Valid driver’s license and a good driving record

•Ability to make continuous movements, regularly bending, lifting, pushing, pulling, carrying, and moving up to 25-30 pounds and move up to 50 pounds occasionally

•Ability to stand and walk for an entire shift

•A can-do attitude and a hands-on approach

•A flexible schedule that allows availability days, nights, holidays, and weekends based on the demands of the hotel