Guest Service Agent; Bell Attendant

Job Title

Guest Service Agent (Bell Attendant)

Kona Village, A Rosewood Resort

Assist guests upon arrival with their vehicles and luggage. Escort guests to their rooms and inform them of all resort services and facilities. Responsible for attending to immediate needs of each guest upon arrival and follow-through attention throughout stay. Thorough knowledge of all resort services and amenities. Performs the daily responsibilities of these positions and assists where necessary to ensure optimum service to guests/visitors while maintaining a positive attitude.

• Personally meet and greet arriving guests at curb‑side; open car doors and secure their luggage and personal items prior to check‑in.
• Maintain complete knowledge of and comply with all departmental policies, service procedures and standards.
• Ensure that standards are maintained at a superior level on a daily basis.
• Maintain complete knowledge of correct maintenance and use of equipment. Use equipment only as intended.
• Anticipate guests’ needs, respond promptly and acknowledge all guests, regardless of how busy or what time of day.
• Maintain positive guest relations at all times.
• Flexibility to work shifts that include early mornings, evenings, weekends and public holidays.
• Be familiar with all hotel services/features and local attractions/activities to respond to guest inquiries accurately.
• Resolve guest complaints, ensuring guest satisfaction.
• Monitor and maintain cleanliness, sanitation and organization of assigned work areas.
• Ensure that the Bell Desk is attended at all times; that all posting positions are maintained.
• Ensure knowledge of hotel services, features and amenities.
• Answer Bell Desk telephone within three rings, using correct greeting and telephone etiquette.
• Document guest calls/requests for Bell Person assistance.
• Maintain security and accurate record of all guest room keys issued to Bell/Door Staff.
• Perform job functions to the hotel’s expected level of service.
• Assist front office staff whenever necessary in performing all job functions.
• Accommodate all guest requests accurately and efficiently.
• Coordinate group luggage requirements.
• Be personally responsible for extending farewell pleasantries to all departing guests.
• Monitor and maintain the condition of lobby, hotel entrance, Bell Desk and luggage storage areas.
• All other duties as required by Direct Manager and Supervisor.

• Experience: Minimum two years’ experience as a Bell Person in a luxury or ultra‑luxury hotel.
• Education: High school diploma.
• General
  
  Skills:
  
  Attention to detail, speed and accuracy; prioritization, organization and follow‑up; clear thinker who remains calm and resolves problems using good judgment; thorough following of directions; understanding of guest service needs; teamwork; minimal supervision; confidentiality of guest information and hotel data.
• Technical
  
  Skills:
  
  Thorough knowledge of hotel services and amenities; basic arithmetic; legible communication and directions; ability to identify departmental training needs.
• Language: Required to speak, read and write English; fluency in other languages preferred.
• Physical Requirements: Ability to exert effort transporting 50 lbs, endure various physical movements throughout work areas, reach up and down, remain stationary at times and communicate effectively with guests and co‑workers.
• Licenses &
  
  Certifications:
  
  Clean driving record is a must.

$18.04 per hour

Entry level

Full‑time

Other

Hospitality