Hybrid Cloister Bell & Door Manager bei The Boca Raton

Summary 

The Bell & Door Manager reports to the Assistant Director of Guest Experience. In this role you will be responsible for leading the Bell and Door teams at The Boca Raton. These teams consist of Doormen, Bellman and Bell Captains. The Bell & Door team is a shared services team that services the Cloister, Yacht Club, Tower and Bungalows. The Bell & Door Manager works alongside the entire Hotel operations team to ensure a flawless arrival and departure experience for all members and guests. 

Essential Functions 

Job duties include, although are not limited to: 

• Ensure the Bell and Door team are adhering to The Boca Raton and Forbes Five Star standards for arrival and departure.  
• Create weekly schedules and adjust staffing levels to meet the business needs in accordance with labor standards.
• Responsible for the hiring, training and overall performance of all team members.
• Strong problem resolution skills and ability to de-escalate guest complaints and find appropriate solutions.
• Clear communication; effective verbal and written communication skills in English.
• An ambassador of the resort and actively assist guests in the Lobby and the Front Drive.
• Actively assist in all duties relating to the Doorman and Bellman roles including, but not limited to:

• Load/Unload luggage from vehicles.
• Assists with issuing Valet tickets to arriving guests.
• Covers the Bell Captain role as needed.
• Able to perform a Bellman check in and check out in accordance with Forbes Five Star standards.

• Assists the Guest Relations team with checking guests in and out using our PMS (Opera) during times of high volume.
• Must be familiar with all hotel services and offerings
• Ability to multitask in a high pace environment switching between conversations, calls, emails, and booking through a variety of programs.
• Maintains the cleanliness of the Front Drive and Lobby.
• Responsible for ensuring team members have all the necessary tools and supplies to be productive in their roles.
• Must be highly organized, a critical thinker and the ability to plan ahead and highlight and potential operational challenges.
• Holds the team accountable for time and attendance.
• Responsible for ensuring Medallia goals are achieved for the Bell/Door team.
• Responsible for the financial goals of the department.
• Responsible for completing 90 day reviews and annual reviews for all team members.
• Responsible for coaching team members and issuing progressive discipline as needed.
• Other duties as deemed appropriate by leadership.

Qualifications 

• Interacting with multiple systems — Using a variety of applications (including hardware and software) to assist guests in planning their stay, entering data, processing complete itineraries by consolidating information from multiple applications.

• Ability to use technology for internet search.
• Communicating with Associates Outside of the Department — Representing the Guest Experience Team to every other department in the resort for follow-through; via specific communication protocols utilizing email, telephone, radio, text messages, or through other applications.
• Establishing and maintaining interpersonal relationships —Developing constructive and cooperative working relationships with others and maintaining them over time.
• Oversee and manage others — Help develop team members in their roles as successful Experience Center and Experience Agents. Manage the training of new hires as well as ongoing training for seasoned agents.
• Develop a comprehensive knowledge of the resort, and South Florida in general to support a richer guest experience.

Education/Experience Requirements 

• High school diploma or equivalent required.
• 4-year college degree preferred 
• Previous work experience in high pace operations. 
• Previous work experience in a luxury environment preferred.
• High proficiency in computer software such as computer programs, apps, and websites preferred.
• The ability to speak and write in English, demonstrate intensive customer focus and reliability, and maintain a well-groomed presentation.

Physical Requirements
 

Physical Requirements
 

Frequency Key:  

Rare - up to 1 hour, Occasional - 1-3 hours, Frequent - 3-6 hours, Constant - 6-8 hours