Substitute Overnight Bell Person

Substitute Overnight Bell Person

Mandarin Oriental New York is looking for a Substitute Overnight Bell Person to join our Guest Service team.

Based at the Mandarin Oriental New York within the Guest Service Department, the Substitute Overnight Bell Person is responsible for the overall guest satisfaction by creating a delightful arrival and departure experience, which includes escorting guests to their destination, handling delivery and storage of guests luggage, communication of information and guest requests and familiar with and able to demonstrate the guest room technology.

The Substitute Overnight Bell Person reports to the Director and Assistant Director of Front Office Operations.

• Initiate contact with guests entering the hotel
• Approach guests needing assistance
• Deliver luggage to the guest room within 15 minutes
• Be familiar with the entire room product including IT&T equipment
• Be familiar with all hotel services including spa and dining
• Deliver messages, packages and facsimiles within 15 minutes of receipt
• Actively listen and communicate specific guest requests accurately to the Concierge, Reception and PBX colleagues to ensure complete follow up
• Deliver newspapers to all guest rooms prior to 6 AM
• Remove luggage from guest rooms upon check out
• Other duties as deemed appropriate by the Director of Front Office and Front Office Manager
• Understand and respond to guest inquiries
• Maintain calm and courteous attitude toward guests
• Promote positive relations with all individuals who approach the Bell Stand and by telephone
• Think clearly, maintain concentration and make concise decisions
• Maintain attention to detail and confidentiality of all guest information
• Ensure security of guestroom access
• Perform job functions with minimal supervision
• Work cohesively with other departments and coworkers as part of a team
• Be flexible as the job changes
• Analyze and resolve problems exercising good judgment
• Work flexible hours, including weekends, holidays and evenings if necessary
• Exhibit a professional image and personality exuding confidence and leadership skills
• Act as an ambassador to The Mandarin Oriental Hotel Company at all times, in and outside of one’s workplace
• Handle pressure situations with clear thinking and good judgment
• Work well under pressure of check‑in/check‑out of 200 guests and coordinate all departmental functions
• Possess physical strength to place, remove and transport guest luggage
• Remain stationary at assigned post for extended periods of time
• Maintain complete knowledge of all hotel features, services, restaurant concepts, room types and rates, daily arrivals/departures and scheduled group activities

• Maintain complete knowledge and compliance with all departmental policies and procedures
• Obtain department keys and radio; ensure security of such
• Access all functions of computer systems in accordance with departmental specifications
• Set up workstations with necessary supplies; maintain cleanliness through shift
• Accommodate all guest requests expediently and courteously
• Document guest requests for Bell Person assistance
• Assist with group luggage requirements
• Maintain cleanliness and working condition of departmental equipment/supplies
• Maintain condition of lobby, hotel entrance, bell desk and luggage storage areas
• Ensure all pertinent information is documented in the logbook daily
• Transport guest luggage from arrival to assigned room, from current room to reassigned room, and from room to departure
• Correctly tag, store and retrieve luggage from luggage storage
• Identify and explain hotel facilities and features to guests and conduct hotel tours when needed
• Place guest luggage inside room & offer assistance with anything they might need
• Deliver or offer to deliver ice to all guests upon check‑in
• Offer pressing, laundry/valet and shoeshine services
• Offer packing/unpacking service to club guests
• Remain in assigned post maintaining correct stance
• Deliver items to guestrooms promptly, including messages, mail & faxes, packages, flowers, sundry items requested by guests, gift items & amenities, and newspapers
• Polish brass luggage carts and maintain cleanliness of carts
• Handle guest…