Консьерж и багаж

Что делать

POSITION SUMMARY Greet and escort Residence owners, vendors and guests. Open doors and assist Residence owners/guests/visitors entering and leaving property. Assist Residence owners/guests/visitors in and out of vehicles, including assisting with transporting groceries, luggage, and/or packages to and from cars, units and other areas. Supply Residence owners/guests/visitors with directions if requested. Assist in maintaining a clear drive on Residences entrance. Assist in directing all moving and delivery personnel to loading dock. Assist valet parking in movement of Residence owners and Guest vehicles. Communicate Residence owners’ issues with vehicles to Valet Lead and assist in resolving. Monitor and maintain the cleanliness of the lobby, sidewalks, entrances, and related work areas. Polish luggage carts and maintain cleanliness of carts. Maintain clear passage into the building and car drop off area. Follow all company policies and procedures, and report accidents, injuries, and unsafe work conditions to manager. Maintain awareness of undesirable persons on property premises. Ensure uniform and personal appearance are clean and professional and maintain confidentiality of proprietary information. Welcome and acknowledge all guests, anticipate and address guests’ service needs, assist individuals with disabilities, and thank guests with genuine appreciation. Speak with others using clear and professional language, and answer telephones using appropriate etiquette. Develop and maintain positive working relationships with others. Comply with quality assurance expectations and standards. Read and visually verify information in a variety of formats (e.g., small print). Move at a speed required to respond to work situations (e.g., run, walk, jog). Stand, sit, or walk for an extended period of time or for an entire work shift. Move, lift, carry, push, pull, and place objects weighing less than or equal to 50 pounds without assistance and objects weighing in excess of 75 pounds with assistance. Move over sloping, uneven, or slippery surfaces as well as up and down stairs and/or service ramps. Reach overhead and below the knees, including bending, twisting, pulling, and stooping. Perform other reasonable job duties as requested. CRITICAL TASKS Residence Bellstand/Door Attendant Services • Assist Residence owners/guests/visitors in and out of vehicles, including assisting with transporting groceries, luggage, and/or packages to and from cars, units and other areas. • Supply Residence owners/guests/visitors with directions and information regarding property amenities, services, hours of operation, and local areas of interest and activities. • Communicate Residence owners’ issues with vehicles to Valet Lead and assist in resolving. • Assist in directing all moving and delivery personnel to loading dock. • Assist valet parking in movement of Residence owners and Guest vehicles. • Respond to special requests from those with unique needs. • Contact appropriate individual or department (e.g., Housekeeping, Engineering, Security/Loss Prevention) as necessary to resolve call, request, or problem. Maintain Building and Property • Assist in maintaining a clear drive on Residence owners’ entrance. • Monitor and maintain the cleanliness of the lobby, sidewalks, entrances, and related work areas. • Polish luggage carts and maintain cleanliness of carts. • Maintain clear passage into the building and car drop off area. • Clean and maintain the glass and metal finishes at the entrance and in the lobby. • Mop up wet spills in the lobby as necessary in order to prevent accidents. • Assist in the placement and removal of lobby rain/mats. Documentation/Reporting • Prepare and maintain accurate log record of Residence owners and/or their guests calls for Bell person assistance. • Legibly document maintenance needs on work orders and submit to Director of Residences. • Prepare and document Residence owners’ preferences and submit to the appropriate team member. • Distribute packages, dry-cleaning, groceries parcels, etc. • Distribute faxes. Residence Owners Relations • Address service needs in a professional, positive, and timely manner. • Welcome and acknowledge each and every Residence owners and guest with a smile, eye contact, and a friendly verbal greeting, using names when possible. • Anticipate service needs, including asking questions to better understand needs and watching/listening to preferences and acting on them whenever possible. • Actively listen and respond positively to Residence owners’ questions, concerns, and requests using brand or property specific process (e.g., LEARN, PLEASED, Guest Response, LEAP) to resolve issues, delight, and build trust. • Assist other employees to maintain proper coverage and prompt service. • Engage Residence owners/guests in conversation regarding their property services • Provide assistance to individuals with disabilities, including assisting visually, hearing, or physically-impaired individuals within guidelines (e.g., escorting them when requested, using words to explain actions, writing directions on paper, moving objects out of the way, or offering access to Braille or TDD phones). • Thank Residence owners/guests with genuine appreciation and provide a fond farewell. Communication • Answer telephones using appropriate etiquette including answering the phone within 3 rings, answering with a smile in one's voice, using the callers' name, transferring calls to appropriate person/department, requesting permission before placing the caller on hold, taking and relaying messages, and allowing the caller to end the call. • Speak to Residence owners, guests and co-workers using clear, appropriate and professional language. • Prepare and review written documents (e.g., daily logs, business letters, memoranda, reports), including proofreading and editing written information to maintain accuracy and completeness. • Greet persons entering the Building by determining nature and purpose of their visit and directing or escorting them to the appropriate location. • Discuss work topics, activities, or problems with coworkers, supervisors, or managers discreetly and quietly, avoiding public areas of the property. • Participate in daily line-up. Working with Others • Support all co-workers and treat them with dignity and respect. • Develop and maintain positive and productive working relationships with other employees and departments. Quality Assurance/Quality Improvement • Participate in meetings regarding QA audit and Operational Excellence. • Comply with quality assurance expectations and standards. • Participate in the monthly departmental meetings. • Participate in the action plans for the Residence owners’ engagement survey. Physical Tasks • Read and visually verify information in a variety of formats (e.g., small print). • Move at a speed required to respond to work situations (e.g., run, walk, jog). • Stand, sit, or walk for an extended period of time or for an entire work shift. • Move, lift, carry, push, pull, and place objects weighing less than or equal to 50 pounds without assistance and objects weighing in excess of 75 pounds with assistance. • Move over sloping, uneven, or slippery surfaces. • Move up and down stairs and/or service ramps. • Reach overhead and below the knees, including bending, twisting, pulling, and stooping. Safety and Security • Report work related accidents, or other injuries immediately upon occurrence to the appropriate leader/staff (e.g., Residences Manager, Director of Residences). • Follow company and department safety and security policies and procedures to maintain a clean, safe, and secure environment. • Maintain awareness of suspicious persons on property premises. • Follow property specific procedures for handling emergency situations (e.g., evacuations, medical emergencies, natural disasters). • Identify and correct unsafe work procedures or conditions and/or report them to management and security/safety personnel. Policies and Procedures • Protect the privacy and security of Residence owners/guests and coworkers. • Maintain confidentiality of proprietary materials and information. • Ensure uniform, nametags, and personal appearance are clean, hygienic, professional and in compliance with company policies and procedures. • Follow company and department policies and procedures. • Protect company tools, equipment, machines, or other assets in accordance with company policies and procedures. • Perform other reasonable job duties as requested. CRITICAL COMPETENCIES Interpersonal Skills • Customer Service Orientation • Team Work • Diversity Relations • Interpersonal Skills • Stress Tolerance Communications • Communication • Listening • English Language Proficiency Personal Attributes • Presentation • Positive Demeanor • Dependability • Integrity PREFERRED QUALIFICATIONS Education High school diploma/G.E.D. equivalent Related Work Experience Minimum 6 month work experience required Supervisory Experience No supervisory experience is required At Marriott International, we are dedicated to being an equal opportunity employer, welcoming all and providing access to opportunity. We actively foster an environment where the unique backgrounds of our associates are valued and celebrated. Our greatest strength lies in the rich blend of culture, talent, and experiences of our associates. We are committed to non-discrimination on any protected basis, including disability, veteran status, or other basis protected by applicable law.