Bellman/Van Driver - Full-time / Part-time

Works closely with the Front Desk Staff, Management and other hotel departments in providing guest assistance with luggage, transportation and miscellaneous needs. Often the first and last person a guest sees while staying at the hotel is the Bellman. The care and attention that goes with this position is crucial to the success of a hotel as they convey a critical message to the guests about the property’s commitment to service.

Primary Responsibilities:
• Smile
• Adheres to PCI Compliance standards
• Provide the highest quality of service to the customer at all times.
• Maintain responsibility and accountability for the hotel property and the safety of guests, and have authority for the hotel operations while on duty.
• Remains visible to guests:
• Opens doors
• Assists with luggage
• Offers Help with directions
• Is knowledgeable of all in-house and NHG and franchise promotions
• Maintains lobby area in neat condition at all times.
• Checks public restrooms to ensure that remain clean and orderly.
• Ensures outside main doors are free from trash and doors are clean.
• Maintains elevator cleanliness when public space cleaner is off-duty.
• Checks pool area during season and keeps it free from trash.
• Periodically clears all room-service trays from hallways.
• Runs errands for front desk: delivers towels, rollaways, cribs etc (when required).
• Performs other duties as assigned by Guest Service Manager.
• Follows through on all guest requests—thoroughly and in a timely fashion and maintains the hotel’s Follow up Log.
• Is knowledgeable regarding hotel operations and the local area.
• Maintains positive inter—departmental communications to facilitate timely response to guest needs/requests.
• Acts as representative for the hotel.
• Stays current on all fire procedures and acts accordingly.
• Provide information to all guests in a courteous and informative manner. Do not volunteer information about guests or associates-only indicate whether or not they can be reached.
• Handle complaints courteously, relay through Supervisor for appropriate action and enter in the Follow up Log.
• Communicate with incoming shift by logging pertinent information in the front office log.
• Answer inquires pertaining to hotel services, shopping, dining, entertainment and travel directions.
• Assist guests in obtaining information. Call airlines, rent-a-car companies, etc.
• Notify the General Manager of any unusual incident as instructed or otherwise deemed necessary regarding operation and/or safety and security of the hotel or guest.
• Keep the bell stand and lobby area neat, clean and free of safety hazards.
• Have knowledge of the hotel, hotel staff, and hotel services with hours of operations and room locations.
• Use proper telephone etiquette.
• Wear proper uniform and name tag at all times in accordance with the standards of appearance.
• Contribute to and support the hospitality programs and training seminars to ensure their success. Continue to practice skills taught.
• Attend monthly front office meetings.
• Perform required tasks, including, but not limited to, those contained in the Minimum Performance Standards set by NHG.
• Adhere to all work rules, procedures and policies established by the company, including, but not limited to, those contained in the NHG Employee Handbook.
• Perform all other duties as assigned by management.

Job Requirements
Job Specifications:

Physical Demands: Requires ability to stand and walk for significant periods of time (90+%). Requires ability to open doors for guests, to assist (lifting) with luggage. Requires ability to clean entrance doors and to keep lobby area, public bathrooms, and at times, public areas (elevators) clean and free from trash. Requires ability to lift approximately 75 pounds. When required will deliver cribs, roll-aways, etc. for front office staff. Lifting, talking, hearing, walking, standing, reaching, bending. Requires ability to work flexible schedule to include weekends and holidays.

Environmental Conditions: Inside: 80% Protection from weather conditions but may be exposed to temperature changes at entrance doors or just outside entrance doors.

Essential Skills: Must have ability to professionally represent the hotel, deal positively with the public in person and have a pleasant telephone manner. Must have ability to handle/resolve guest complaints and/or knowledge/understanding of when and how to direct the guest to receive assistance.

Educational/Vocational Preparation: High school graduate or equivalent preferred; however, demonstrated ability to perform and/or experience in related position may substitute for education.


Additional Information
This Position Description is not intended to detail every aspect of your job or list every task you may be asked to perform. It is provided as a general overview of the responsibilities and skills required to perform the job successfully.