Operation Attendant (Bellman / Room Service Delivery)

Nature of the Job

Basic Purpose & Objective of the Position

Provide guests with the highest level of service while adding efficiency to the overall hotel operation by assisting within the Rooms and R&B division

• Mail and Package Handling
  • Responsible for the management and delivery of all guest mail and packages to include but not limited to sorting, separating, setting special notes/ traces in the guest’s reservation, inventory management, charging and delivery
  • Must keep package room clean and organized
  • Must ensure FedEx supplies of slips, envelopes, and boxes are up to par
  • Deliver all other parcels, printouts, faxes, and messages to guest rooms efficiently
  • Help guests ship out packages

• In-Room-Dining / Food & Amenity Delivery
  • Be familiar with all menu items (Domain, Quinto and Sugar)
  • Deliver In-Room-Dining orders from all Restaurant and Bar outlets quickly and accurately
  • Be familiar with in-room amenities, and established standards for placement within room
  • Print amenity list for the day, and liaise with Guest Experience, and Housekeeping to secure room allocation for amenity drop
  • Connect with the Restaurant and Bars team to ensure amenity will be ready
  • In-room amenities to be delivered before guest arrival
  • Amenities must be accompanied by an amenity card.
  • Deliver ice, utensils and other restaurant and bar items to guest rooms upon request
  • Stop at landings to collect ice buckets
  • Report to leadership any discrepancies or challenges a guest may convey about food or service

• Bell Rotation
  • Be present in the lobby always when not handling other tasks
  • Smile and welcome all guests passing through the lobby
  • Inquire if any assistance is needed / directions
  • Connect with as many guests as possible who are entering, leaving, sitting in, or waiting in the lobby
  • Assist hotel guest with their luggage and belongings
  • Walk guest rooms at check-out
  • Be knowledgeable of all in-house groups and daily hotel events
  • Occasionally complete off-property runs for guests, while meeting all established operational standards.
  • Maintain pristine look of the lobby area

• Other Brand / Hotel Responsibilities
  • Be knowledgeable about the guestrooms, restaurants & bar, shopping and the local area with the ability to provide accurate directions. Answer any guest inquiries
  • Delivers the brand promise and always provides exceptional guest service.
  • Handle all guest and employee inquires and complaints in a courteous and efficient manner. Communicate all guest complaints to Guest Experience management immediately
  • Assist other departments to move items that are related to hotel guest and/or hotel operation
  • Ensures that all hotel, company and local rules, policies and regulations relating to money handling and licensing are adhered to.
  • Maintain regular attendance in compliance with EAST, Miami standards, as required by scheduling which will vary according to the business need of the hotel.
  • Employees must at all times be attentive, friendly, helpful and courteous to all guest, managers and fellow employees
  • Maintain high standards of personal appearance and grooming
  • Attend meetings/training as required by management
  • Perform other duties and responsibilities as required by management.

• Skills, Qualifications and Experience Requirements
  • Perform other duties and responsibilities as required by management
  • 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 job functions of the job, with or without reasonable accommodation, using some other combination of knowledge, skills or abilities.
  • Must be able to lift or carry up to 60lbs.
  • Must be able to stand for entire shift.
  • Must be able to speak, read, write, and understand the primary languages used in the workplace.
  • Must be able to read and write to facilitate the communication process.
  • Knowledgeable of basic functions of food and beverage operations
  • Comply at all times with EAST Miami standards and regulation to encourage safe and efficient hotel operations.