Guest Services/Bell Manager en Avion Hospitality Employee Services LLC

Description

DEPARTMENT: Guest Services 

REPORTS TO: Front Office Manager

STATUS: Exempt 

JOB SUMMARY

The Guest Services/Bell Manager is responsible for leading our front-of-house team, including all bell personnel, valets, and drivers.  This role offers an exciting opportunity to contribute to a welcoming environment, uphold high standards of service, and support the overall success of our hospitality team.  

QUALIFICATION STANDARDS

Experience:

• At least 2 years of progressive experience in a hotel or a customer service-related field 
• Previous Supervisory experience required. 
• Must be able to work a flexible schedule which will include primarily PM shifts and weekend availability.
• Must be proficient in Windows operating/computer systems, complete approved electronic spreadsheets and word processing. 
• Must have a valid driver’s license from the applicable state and pass a pre-employment background/MVR check.

Guest Services Bell Manager 

The Bell/Transportation Manager is responsible for leading our front-of-house team, including all bell personnel, valets, and drivers.  This role offers an exciting opportunity to contribute to a welcoming environment, uphold high standards of service, and support the overall success of our hospitality team.  

Key Responsibilities: 

- Supervise and coordinate daily bell/transportation operations to ensure smooth and efficient service delivery 

- Lead, motivate, and train guest services staff to maintain high standards of professionalism and customer care 

- Address guest inquiries, concerns, and complaints promptly and effectively to ensure satisfaction 

- Responsible for enforcing policies/standards, compliance and following the disciplinary process in accordance with handbook policies.  Disciplinary actions are to be reviewed and approved by Front Office management prior to final distribution to employees 

- Work closely with Bell captains to ensure bell stand operations run efficiently. 

- Cross trained to perform and assist front office operations whenever requested by management 

- Ensure all Hyatt, Avion, and safety trainings are completed in a timely manner

- Responsible for preparing weekly schedules in accordance with forecast, group resumes, occupancy, and local activities 

- Collaborate and maintain communication with other departments to facilitate seamless guest experiences 

- Performs concierge duties including making reservations, recommendations, following through on guest requests 

- Ensure bell staff are following uniform standards including properly uniformed with name tag - Monitor service quality and implement improvements to enhance guest satisfaction 

- Attend weekly manager staff meetings 

- Conduct the annual review process with employees reporting to the Guest Service/Bell Manager

- Coordinate a monthly bell staff meeting with the Front Office Manager 

- Ensure Airline crew transportation is performed efficiently and timely 

- Be knowledgeable of budget standards and review with the Front Office Manager  

- Responsible for inventory control and order supplies with approval of Front Office management 

- Uphold health, safety, and cleanliness standards in all guest interactions and service areas 

- Oversee the daily and long-term maintenance of hotel shuttles.  Schedule repairs when applicable 

Skills and Qualifications: 

- Proven experience in guest services, hospitality, or customer service leadership 

- Must be able to work a flexible schedule including PM, weekends, overnights, and assist with coverage due to staffing shortages 

- Excellent communication and interpersonal skills 

- Strong leadership and team management abilities 

- Ability to handle challenging situations with professionalism and tact 

- Detail-oriented with excellent organizational skills 

- Flexibility to work various shifts, including evenings, weekends, and holidays 

- Knowledge of guest services software - High school diploma or equivalent; additional hospitality or management training is preferred 

Join our dynamic team and be part of a company that values guest satisfaction, professional growth, and a positive work environment. We offer competitive compensation, ongoing training, and opportunities for advancement within our organization. 

Requirements

 Physical requirements: 

• Long hours sometimes required. Typically, a 45-50 hour scheduled workweek.
• Light work - Exerting up to 20 pounds of force occasionally, and/or up to 10 pounds of force frequently or constantly to lift, carry, push, pull or otherwise move objects. 
• Ability to stand during entire shift. 

Mental requirements:

• Must be able to convey information and ideas clearly. 
• Must be able to evaluate and select among alternative courses of action quickly and accurately. 
• Must work well in stressful, high-pressure situations. 
• Must maintain composure and objectivity under pressure. 
• Must be effective in handling problems in the workplace, including anticipating, preventing, identifying and solving problems as necessary. 
• Must have the ability to assimilate complex information, data, etc., from disparate sources and consider, adjust or modify to meet the constraints of the particular need. 
• Must be effective at listening to, understanding, and clarifying the concerns and issues raised by co-workers and guests. 
• Must be able to work with and understand financial information and data, and basic arithmetic functions. 
• Monitor all V.I.P.'s, special guests and requests. 
• Maintain required pars of all bell stand supplies. 
• Review Front Office logbook and Guest Request log on a daily basis. 
• Assist the Front Office Manager with implementing and maintaining emergency procedures. 
• Be familiar with all corporate sponsored programs such as airline mileage, Triple Upgrade, or V.I.P. programs, and the standards and procedures for each. 
• Maintain an organized and comprehensive filing system with documentation of purchases, vouchering, schedules, forecasts, reports and tracking logs. 
• Conduct meetings according to Avion Hospitality standards as required by management. 
• Other duties as required.

I HAVE READ AND UNDERSTAND THE JOB DESCRIPTION AS STATED ABOVE AND ACCEPT THAT ANY OF THE TASKS MAY BE MODIFIED OR CHANGED. I ACCEPT RESPONSIBILITY FOR KNOWING THE MODIFICATIONS AND / OR CHANGES IN THIS JOB DESCRIPTION. I CAN PERFORM THE ESSENTIAL FUNCTIONS OF THIS JOB AS LISTED ABOVE, WITH OR WITHOUT REASONABLE ACCOMMODATION.