Bell Captain - PM Shift

Compensation Type: Hourly Highgate Hotels:

Highgate is a leading real estate investment and hospitality management company widely recognized as an innovator in the industry. Highgate is the dominant player in major U.S. gateway cities including New York, Boston, Miami, San Francisco and Honolulu, with a growing Caribbean and Latin America footprint. The hospitality forward company provides expert guidance through all stages of the property cycle, from planning and development through recapitalization or disposition. Highgate has a proven record of developing its diverse portfolio of bespoke lifestyle hotel brands, legacy brands, and independent hotels and resorts with contemporary programming and digital acumen. The company utilizes industry-leading revenue management tools that efficiently identify and predict evolving market dynamics to drive outperformance and maximize asset value. With an executive team consisting of some of the most experienced hotel management leaders, the company is a trusted partner for top ownership groups and major hotel brands. Highgate maintains corporate offices in New York, Chicago, Dallas, London, Miami, and Seattle. www.highgate.com.

Location:

Situated at the end of famed Canal Street, The Westin New Orleans offers stunning views of the mighty Mississippi River and the French Quarter. Guests are just steps from the Shops at Canal Place and Harrahs Casino and a short walk to the excitement of Bourbon Street and the Ernest N. Morial Convention Center. The hotel features 462 rooms and suites, including a Presidential Suite, with Westin's signature Heavenly bedding, 34,000-sq-ft of event space, a fully equipped WestinWORKOUT fitness center, a lobby bar Observatory 11 with the best view of the French Quarter anywhere, and a new restaurant Bistro at the Bend.

Overview:

The Bell Captain is responsible for overseeing the operations of the Bell Staff including: helping guests into and out of the hotel, providing pick up and delivery of guests luggage, and providing delivery of items to guests as requested. He/she is also responsible for supervising and assisting with the check-in/check-out process, accommodating guests during their stay in an attentive, courteous and efficient manner; and directing and coordinating the activities of the Bell Staff.

Responsibilities:

Maintain a warm and friendly demeanor at all times.

Must be able to effectively communicate both verbally and written, with all level of employees and guests in an attentive, friendly, courteous and service oriented manner.

Must be effective at listening to, understanding, and clarifying concerns raised by employees and guests.

Must be able to multitask and prioritize departmental functions to meet deadlines.

Approach all encounters with guests and employees in an attentive, friendly, courteous and service-oriented manner.

Attend all hotel required meetings and trainings.

Maintain regular attendance in compliance with Highgate Hotel Standards, as required by scheduling, which will vary according to the needs of the hotel.

Maintain high standards of personal appearance and grooming, which includes wearing the proper uniform and nametag.

Comply with Highgate Hotel Standards and regulations to encourage safe and efficient hotel operations.

Maximize efforts towards productivity, identify problem areas and assist in implementing solutions.

Must be effective in handling problems, including anticipating, preventing, identifying and solving problems as necessary.

Must be able to understand and apply complex information, data, etc. from various sources to meet appropriate objectives.

Must be able to cross-train in other hotel related areas.

Must be able to maintain confidentiality of information.

Must be able to show initiative, including anticipating guest or operational needs.

Perform other duties as requested by management.

Ensure all administrative duties such as transport logs and shift checklists are completed on a daily basis.

Greet guests in a pleasant manner, open car doors and entrance doors for arriving/departing guests.

Load and unload luggage carts and assist guests with the tagging, storing and retrieving of luggage.

Escort guests to rooms and familiarize them with hotel services and amenities (hours of outlets, pool, and exercise room, etc.). Inspect guests room to ensure it is in order and that supplies are adequate.

Explain features of the room including operation of radio, television, telephone, in-room movie system, etc.

Communicate the hotel layout and surrounding attractions, destinations and directions to guests of the hotel.

Communicate all daily functions and their location in the hotel in order to assist and direct guests.

Responsible for hiring, training, coaching and counseling Bell Staff with guidance from the Guest Services Manager.

Maintain a clean and orderly lobby, public space and motor entrance; keep front windows and doors clean at all times.

Control traffic in designated areas when necessary and ensures valet parking procedures are followed.

Maintain and coordinate the efficient operations of the hotels van service.

Maintain current listing of local and area attractions, special events and activities.

Maintain list of local transportation guides, churches, sports arenas, etc.

Knowledge of all emergency procedures and the ability to assist and/or respond accordingly.

Deliver flowers and packages to guestrooms.

Collect, polish and deliver shoes for the hotels shoe shine service (if applicable).

Collect and deliver laundry/dry cleaning for the guests on a daily basis.

Know daily VIP arrivals and communicate to Bell Staff.

Cross-train in all Guest Services areas in order to assist when needed.

Show guestrooms and suites as needed and emphasize the hotels amenities

Qualifications:

• High School diploma or equivalent required and/or experience in a hotel or a related field preferred.
• Must have a valid driver's license for the applicable state. (If applicable)
• Exerting up to 100 pounds of force occasionally, and/or 50 pounds of force frequently and/or up to 20 pounds of force constantly to lift, carry, push, pull, or otherwise move objects.
• Ability to stand during entire shift.
• Must be able to effectively communicate both verbally and in writing
• Must be effective at listening to, understanding, and clarifying concerns raised by employees and guests.
• Must be able to maintain confidentiality of information.