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2C5BEAE1229AB472

Position Details

Company:
Loews Royal Pacific Resort
Property:
Loews Royal Pacific Resort
Location:
Florida-Orlando
Management Position:
No
Entry-level Position:
No
Industry:
Hotel/Resort
Position Categories:
Bellperson

Bell Captain

Position Summary
Ensures the fulfillment of the Loews Brand Promise by instilling the message of “And More” service with the Guest Services team. Expedites and monitors lobby activities to ensure efficient, arrival, rooming, and departure of hotel guests. Coordinates and oversees timely and professional luggage assistance and storage. Responsible for the training, team member well-being, equitable distribution of gratuities, and ensure successful compliance in all aspects of the Guest Services operation. Manage the continued development of hotel’s relationship with Front Door Services provider ensuring adherence to all Loews Standards and Practices. Maintains the condition and services of all hotel chauffeured vehicles and facilitates the transportation needs of Executive Office VIP Guests. Ensures provision of accurate and up to date hotel and area information by Guest Services Team.

Provide leadership and assistance to Guest Services team members
• Provide coaching and development for Guest Services team members
• High visibility interacting with all team members and guests on a continuous basis to provide assistance and ensure satisfaction
• Maintains cleanliness of Hotel front entrance area and lobby, contacting Housekeeping for major cleaning tasks
• Maintains the condition and services of all hotel chauffeured vehicles
• Performs pick-ups and drop-offs outside of Universal Orlando Resort
• May perform the duties of a resort shuttle driver
• Maintaining and controlling of the Lobby Beverage Service at all times, with the assistance of Star Service
• Makes daily assignments of Handhelds and ensures utilization of Handhelds
• Electronically records and initials all activity of guests requests, luggage storage, package deliveries and assignments dispatched via the Espresso Property Management System
• Ensures maintenance of equipment including Handhelds, Luggage carts etc.
• Coordinates the exceptionally professional and seamless welcome, luggage handling and escort to room for guests
• Oversees the personalized, friendly and efficient rooming of hotel guests
• Oversees and ensures completion of room changes
• Ensures delivery of items and packages to guestrooms and meeting rooms as required
• Participates in pre-convention meetings
• Reads and Verifies Group Resume and Banquet Event information on a daily basis
• Closely coordinates group arrivals with Front Door services
• Organizes and coordinates group bag pulls, ensuring proper recording of Bell Services involvement and any pre-arranged payment for such services
• Monitors the daily trend and pace of guest arrivals and departures
• Maintains proper staffing levels based on arrival and departure figures and guest count
• Conducts daily department pre-shift meetings and monthly department meetings
• Maintains open communication with other departments throughout the hotel and campus
• Coordinates the distribution of hotel information to Guest Services team members and the maintenance of all logs
• Trained and skilled to perform all Guest Services functions as needed based on operational demands
• Completely familiar with all hotel facilities, room types and operating hours
• Ensures the prompt satisfaction of guest requests and the exceptionally professional resolution of guest complaints
• Always acknowledges guests by name
• Answers telephone in accordance with Loews Hotels Star Service Standards
• Provides hotel information and travel directions to guests
• Assists guests with transportation needs
• Is alert to guests who appear to be intoxicated and intend to drive a vehicle – takes appropriate action or contacts Security as necessary
• Assists team members in satisfying guest requests and resolving guest complaints
• Ensures adherence to department procedures and all Loews Hotels guidelines, policies, procedures and Star Service Standards
• Evaluates changes in guest needs, the hotel’s guest mix, and industry and competitive trends to recommend appropriate product/service and operational changes to be made to ensure guest and employee satisfaction, and to maintain market dominance and exceptional financial returns
• Maintains a positive working relationship with all hotel departments

Promotes and applies teamwork skills at all times
• Notifies appropriate individual promptly and fully of problems and/or unusual matters of significance
• Is polite, friendly, and helpful to guests, management and fellow employees
• Executes emergency procedures in accordance with hotel standards
• Complies with required safety regulations and procedures
• Maintains cleanliness and excellent condition of equipment and work area
• Complies with hotel standards, policies and rules
• Recycles whenever possible
• Complies with hotel uniform and grooming standards
• Remains current with hotel information and changes
Required Skills and Experience
Ability to lift up to 75 pounds and push a cart weighing up to 250 pounds
• Extensive knowledge of all hotel departments
• Excellent communication skills – oral and written
• Excellent guest service skills
• Strong leadership skills
• Ability to handle stress in a fast-paced work environment
• Ability to effectively deal with internal and external guests, some of whom will require levels of patience and tact as well as diplomacy to defuse anger, collect factual information and resolve conflict
• Ability to prioritize multiple tasks, have a sense of urgency to complete projects and be detail oriented
• Knowledge of computer programs utilized in property management
• Ability to work flexible schedule to include weekends and holidays
High School diploma or equivalent
Minimum two years Guest Services experience at a high end luxury property
Valid State Issued Drivers License in Good Standing
Bonus:
No
Work Permit:
Applicants who do not already have legal permission to work in the United States will not be considered.
Accommodation:
No
About Loews Hotels

Loews Hotels is a vibrant collection of one-of-a-kind hotels with distinct personalities. Each hotel and resort offers high-quality accommodations, impressive surroundings, personalized service, and thoughtful amenities for a luxurious guest experience. As a company we care about our guests, our community and our team members.

Headquartered in New York City, Loews Hotels manages properties in most major markets in the U.S. and Canada. Each property goes beyond Four Diamond standards to provide guests with a supremely comfortable, uniquely local travel experience at a great value. Loews Hotels boast prime locations in the cities of New York, Washington DC, Denver, Los Angeles, Nashville, Philadelphia, Annapolis, Montreal, and Quebec City, as well as world-renowned vacation destinations such as Miami's South Beach, Universal Orlando, New Orleans, Tucson, St. Pete Beach, and California's Coronado Island. Loews has established some of the industry's most innovative and successful travel programs, including Loews Loves Kids for families and Loews Loves Pets for discerning animals on the road.

At Loews Hotels, our team members' commitment to our guests and dedication to our communities is cherished. We seek genuine individuals who are able to engage and delight our guests by providing Four Diamond AND MORE service. We invest in training and development opportunities for all team members, so they may grow and develop as individuals. We embrace diversity at our core and offer the opportunity for all team members to reach their potential as professionals. At Loews Hotels, we seek to create a dynamic culture that makes work interesting, challenging, fulfilling and fun.

As part of our commitment to our team members, Loews Hotels is proud to offer competitive compensation and benefit plans tailored to each marketplace. These include:

  • Pay that meets or exceeds area standards
  • Retirement (401-K) and incentive plans
  • Medical and dental coverage
  • Short and long-term disability
  • Life insurance
  • Holiday and vacation pay
  • Team member assistance plans
  • Career development programs
  • Tuition reimbursement programs

Loews Hotels is an Equal Opportunity Employer committed to a diverse work culture, M/F/D/V