Porter Captain

JOB DESCRIPTION

POSITION TITLE:

Bell Captain–Porter Captain

DEPARTMENT:

Front Office

REPORTS TO:

Director of Rooms

DIVISION:

Rooms

EXEMPT OR NON-EXEMPT:

Non-Exempt

JOB DESCRIPTION:

The Bell Captain-Porter Captain is responsible for ensuring guests are escorted and their luggage and personal items are transported to and from the guest rooms efficiently. It’s important to ensure that guests are comfortable with accommodations and are familiar with room offerings and features. This highly visible role gives opportunity for casual conversation and hotel or local recommendations. Additionally, the Bell-Porter Captain will supervise the day to day operation, holding each associate accountable to all hotel and department policies and standards.

THE ESSENTIAL JOB FUNCTIONS OF THIS JOB ARE:

• Customer Acknowledgement: Friendly; warm; sincere greeting of all arriving and departing guests. Open vehicle and hotel doors.
• Guest Name Usage: Determine and utilize name during guest interaction.
• Issue Parking passes to hotel guest; Monitoring parking areas of the hotel, reporting any security issues to Front Desk.
• Post Position: Move from door post to and from other guest service areas throughout the hotel in response to customer needs.
• Luggage: Read luggage tags; use guest name; utilize claim tickets where necessary to ensure appropriate delivery/storage of luggage, packages, etc. Place packages/ luggage onto baggage carts or in secure area for delivery to guest or to guest room. Ability to grasp, lift and/or carry or otherwise move items with weights up to 75 lbs. from vehicles.
• Cleanliness: Maintain the cleanliness of Guest Service Areas including: lobby entrance; valet parking area; parking garage structure; and luggage storage areas. Maintain cleanliness of entrance doors & windows.
• Organization: Maintain an organized and clean appearance in all work areas.
• Deliveries: Deliver messages; valet/laundry; ironing boards; etc. to guest rooms.
• Knowledge of Area/Hotel events: Ability to respond to guest questions and answer information on local attractions, events and daily activities in the hotel.
• Communication: Maintain an open communication line through all shifts by proper use of inter shift log.
• Oversee and schedule the Bell-Porter Attendants on shift.
• Emergency Procedures: Maintain knowledge of all Emergency Procedures, including guest related responsibilities and evacuation procedures. Assist in the event of an emergency.

The above statements are intended to describe the general nature and level of work being performed by people assigned to this position. Job responsibilities can change according to the operational needs of the business.

The Ideal Candidate will:

• Carry a friendly, energetic, personable demeanor and have a passion for great customer service, with a customer-first mentality.
• Have strong inter-personal skills and enjoy working in a team-environment and building great relationships with their coworkers.
• Must approach all encounters with guests and employees in an attentive, friendly, courteous and service oriented manner.
• Must be effective at authentic listening skills to, understanding, and clarifying concerns raised by employees and guests alike.
• Must be able to maintain confidentiality of information.
• Be able to work quickly, embrace and learn new information, multi-task and incorporate feedback into personal performance.
• Have the ability to perform various physical tasks during the work shift; strong and quick problem-solving ability.
• Have strong communication skills, written and verbal.
• Ability to grasp, lift and/or carry or otherwise move packages, boxes and luggage with sufficient manual dexterity in both hands to be able to load and unload luggage up to 75 lbs with or without reasonable accommodations.
• Ability to be in constant motion - run for vehicles throughout shift with or without reasonable accommodations.
• Perform tasks requiring bending, stooping, kneeling, walking and running with or without reasonable accommodations
• Must be able to work a flexible schedule that may include nights, weekends and holidays based upon company needs.

ADDITIONAL RESPONSIBILITES:

Knowledge of the entire hotel safety procedures to ensure the safety and security of our guests and employees.

EDUCATIONAL / CERTIFICATION / LICENSE REQUIREMENTS:

High School Diploma or equivalent – Required

CA Driver’s License – Required (Subject to DMV background/driving record checks)

REQUIRED KNOWLEDGE, SKILLS, & ABILITIES:

• Ability to drive a stick/manual transmission vehicle
• Detail oriented and comfortable working in a fast-paced environment

PREVIOUS EXPERIENCED REQUIRED:

Minimum of two (2) years Hospitality experience required; previous customer service and bell attendant experience a plus.

ACTIVITY SUMMARY

Never

Occasionally

Frequently

Constantly

Sitting

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Standing

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Walking

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Crawling

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Bending Over

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Reaching Overhead

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Balancing

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Pushing/Pulling

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Lifting/Carrying

10 lbs. or less

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20 to 50 lbs.

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Over 50 lbs.

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Skin/Hands in Water

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Exposure to Chemicals

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Foot Controls Used

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Repetitive Hand Use

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Firm Grasping Required

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OTHER REQUIREMENTS

Select Yes or No

Driving Vehicles/Equipment

Yes

Operating Equipment/Machinery

No

Exposure to Dusts, Gas, Fumes

Yes

Exposure to Hazardous Materials

Yes

Possible Exposure to Blood/Body

No

Fluids

Exposure to High Noise Levels

Yes

Walking on Uneven Ground

Yes

Exposure to Marked Changes In

Yes

Temperature

Use of Safety Equipment (Glasses,

No

Ear Plugs, Etc.)

Hearing Impairment Acceptable

No

Color Vision Impairment

Yes

Acceptable

Color Vision at 20 inches or less

Yes

Required

Clear Vision at 20 feet or more

Yes

Required

This job description is only a summary of the typical functions of the job, not an exhaustive or comprehensive list of all possible job responsibilities, tasks, and duties. The responsibilities, tasks, and duties of the jobholder might differ from those outlined in the job description and other duties, as assigned, might be part of the job, based on business necessity.