Location: USA –Napa, CA

Type: Non-Management

Category: Hotel/Resort, Guest Services

Responsibilities:

Greets and assists guests with luggage at check-in/check out and storage. Provide a consistently high degree of both friendliness and efficiency for all guests and visitors by parking guest vehicles in a safe and orderly manner. Escort our guests to and from their rooms and assisting them with luggage. Assist guests with city information and directions.  Deliver items as requested by guests or Manager on Duty.  Delivers guest amenities to rooms. The ideal candidate will have a passion for guest service and ensure that guests feel at home. In this highly visible role, you will be responsible for storing guest baggage and assist with loading and unloading of baggage into and out of automobiles in a delightful and pleasant way. You will also recognize Starwood Preferred Guests and introduce this program to our guests. This is the ideal position for someone who enjoys guest interaction, resolving problems, and working in a fast paced team environment.

• Drive guest vehicles from motor court to designated parking area of garage for valet parking and return guest vehicle to motor court for guest pick-up when needed. Greets the guest with a cheerful and pleasant voice using guest’s name at least thrice during a conversation.  Provides guests with luggage service at check-in/check out and storage.

• Converses with guests, furnishes information.

• Correctly processes mail, messages, faxes and packages.

• Coordinates transportation for guests.

• Reports to the Manager on duty any situation involving a guest’s dissatisfaction with Room Service or any other outlet or situation in the hotel. Uses professional etiquette when speaking to a guest.

• Provides a professional and immediate response to guests concerns.

• Delivers timed orders and all other orders at the designated times.

• Recites the guest’s order upon presentation.

• Asks the guest if there are any additional items needed and follows through with all of their requests.

• Properly delivers amenities to guests.

• Assists concierge with concierge duties when needed.

• Delivers housekeeping items to rooms when needed.

• Provides shoe shining for guests upon request.

• Follows proper procedures for the use of the service elevators, knocking on the guest room doors, and the use of a door stop.

• Provides daily tray retrieval service after the order has been consumed by conducting a “pull” at the mid to latter part of the shift or upon the guest’s request.

• Creates an organized, cooperative, and well run work environment by completing daily side work

• Ensures that all doors including rear doors are properly secured.

• Recommend to guests that all valuables be secured in trunk or safety deposit boxes provided at the front desk.

• Assist incoming and outgoing guests with getting baggage out of and into vehicles as requested.

• Perform related services as requested by guests or supervisors.

• Tidy/decorate lobby.

• Deliver faxes, mail and messages.

• Clean/polish bell carts as needed or requested by manager.

• Provide Shoe Shining for guests upon request.

• Performs room amenity deliveries for guests (internal and external).

In addition to performance of the essential functions, this position may be required to perform a combination of the following supportive functions, with the percentage of time performing each function to be solely determined by the manager based upon the particular requirements of the hotel.

Other::

Regular attendance in conformance with the standards, which may be established from time to time, is essential to the successful performance of this position.  Employees with irregular attendance will be subject to disciplinary action, up to and including termination of employment.

Due to the cyclical nature of the hospitality industry, employees may be required to work varying schedules to reflect the business needs of the hotel.  In addition, attendance at all scheduled training sessions and meetings is required.

Upon employment, all employees are required to fully comply with Westin rules and regulations for the safe and effective operation of the hotel’s facilities.  Employees who violate hotel rules and regulations will be subject to disciplinary action, up to and including termination of employment.

Physical Demands:

Most work tasks are performed outdoors. Indoor temperature is moderate and controlled by hotel environmental systems.

Must be able to stand and exert well-paced mobility for up to 4 hours in length.

Must be able to exert well-paced ability to reach other departments of the hotel on a timely basis.

Must be able to lift up to 15 lbs. on a regular and continuing basis.

Must have the ability to bend, squat and frequently lift up to 50 lbs.  

Must be able to push and pull carts and equipment weighing up to 250 lbs. frequently.

Must be able to exert well-paced ability in limited space and to reach other locations of the hotel on a timely basis. 

Must be able to bend, stoop, squat and stretch to fulfill cleaning tasks.

Requires grasping, writing, standing, sitting, walking, repetitive motions, bending, climbing, listening and hearing ability and visual acuity.

Talking and hearing occur continuously in the process of communicating with guests,

supervisors and other employees.

Vision occurs continuously with the most common visual functions being those of near vision and depth perception.

Requires manual dexterity to use and operate all necessary equipment. 

Must have finger dexterity to be able to operate office equipment such as computers, printers, 10-key adding machine, multi-line touch tone phone, filing cabinets, FAX machines, photocopiers, dolly and other office equipment as needed.

General Skills and Description:

High School Diploma

Ability to operate all types of passenger vehicles (standard and automatic).

Valid CA driver’s license required. 

Previous Valet/Customer Service experience preferred.

Skills and Knowledge:

The individual must possess the following knowledge, skills and abilities and be able to explain and demonstrate that he or she can perform the essential functions of the job, with or without reasonable accommodation, using some other combination of knowledge, skills, and abilities:

Must be able to speak, read, write and understand the primary language(s) used in the workplace.

Must be able to read and write to facilitate the communication process.   

Requires good communication skills, both written and verbal as well as elevated body language.

Must possess basic computational ability.   

Must possess basic computer skills.

Concierge level knowledge needed of hotel amenities, restaurants, travel and transportation information.

Knowledge of the city, particularly downtown and tourist attractions.

Grooming:

All employees must maintain a neat, clean and well-groomed appearance per Westin and Marriott standards. 

This job description is not an exclusive or exhaustive list of all job functions that an employee in this position may be asked to perform from time to time.