Bell and Valet Manager

Job Summary:

Providing a high level of guest service while adhering to the guidelines of The Landing Hotel and Rivers Casino Portsmouth Company procedures. Direct and coordinate the activities of the Attendant Bell and Valet staff. Prepares monthly reports, assists the Front Desk Management team with budgets and other tasks as assigned.

Supervisory Responsibilities:

• Yes. Will Manage Bell and Valet Supervisors. 

Duties/Responsibilities

• Manages department and the daily operation of the Attendants Bell and Valet.
• Interview, hire, train, recommend performance evaluations, resolve problems, provide open communication and recommend discipline and/or termination when appropriate
• Exercises initiative and judgment, to ensure the smooth operational flow of department matters
• Check appearance of all team members to ensure compliance with standards of appearance
• Comply with quality assurance expectations, standards and hotel rating guidelines.
• Schedules all team members to ensure that there is sufficient workforce available to provide the most efficient guest service possible. Even if this means working in the designated area, allowing proper coverage
• Maintain knowledge of hotel and casino amenities
• Retrieve and transport guest luggage
• Inspect guest rooms and acquaint guests with these rooms and their features
• Performs room checks for occupancy
• Ensures all team members are providing prompt, professional, and courteous service to all guests
• Handles any guest complaints or problems in a prompt and courteous manner
• Works with Risk Management on guest claims, vehicle claims and adjustments
• Organize and store luggage, as needed, according to guidelines
• Handles receiving and delivering of guest packages
• Ensures safe and proper use of all equipment.
• Maintain a safety program to ensure all team members have a safe work environment.
• Monitor daily progress/improvement, areas of training, etc. via reports
• Prepares team member performance reviews and makes personnel recommendations to the Manager Front Desk and Director Hotel Operations
• Manage/Control all supplies and inventory in the department.
• Ensure that the leadership team is kept fully aware of any relevant feedback from guests and/or other departments
• Ensure messages and faxes are regularly delivered throughout the day
• Drives property-designated vehicles to and from guest destinations or local airport, as needed
• Assist in the maintenance, appearance and functionality of equipment
• Actively maintain the cleanliness of the front drive and entryway by clearing trash and removing gum, ensuring a safe, welcoming environment for guests. 
• Record all purchase orders and prepare monthly/yearly budgetary information
• Ensures departmental files are kept up to date
• Observes parking lot areas, ensures that offices and storage locations are locked
• Monitor daily progress/improvement, areas of training, etc. via reports
• Record all purchases concerning both the valet and bell area and prepare orders for reorder.
• Monitor and maintains departmental budgets for valet and bell, operating forecasts and other required departmental reports
• Ability to motivate and drive superior customer service attributes to our bell/valet team members
• Ensures safe and proper use of all Bell/Valet equipment.
• All other duties as assigned

Minimum Education and Experience Requirements

• Two to four years supervisory customer services experience is strongly preferred
• Previous experience in Bell, Valet and/or customer service position is preferred
• A high school diploma or equivalent is required.

Knowledge, Skills, and Abilities

• Excellent communications skills, both verbal and written.
• Ability to uphold presentation/demeanor in stressful situations and calling for assistance when necessary
• Must possess outstanding interpersonal communications skills to effectively interface with guests
• Must possess strong organizational/planning skills
• Must have and maintain a valid driver's license and the ability to be insured under our company policy
• Ability to work under time constraints
• Ability to remain flexible in work schedule
• Must be self-motivated, requiring little supervision
• Microsoft Office experience and the ability to use various office programs
• Ability to drive various vehicles with a standard or automatic transmission
• Ability to communicate with Team members and guests
• Ability to successfully fulfill the pre-employment process
• Ability to work flexible shifts and days of the week including holidays

Physical Requirements: 

• Stand, sit, or walk for an extended period of time or for an entire work shift.
• Move, lift, carry, push, pull, and place objects weighing less than or equal to 50 pounds without assistance and objects weighing in excess of 75 pounds with assistance.
• Move over sloping, uneven, or slippery surfaces as well as up and down stairs and/or service ramps.
• Reach overhead and below the knees, including bending, twisting, pulling, and stooping.
• Ability to work in an environment with moderate to loud noise, bright lights, smoke, and dust.