Front Services - Porter/Valet (On-Call)

As an integral part of a team in Halepuna Waikiki, the Porter/Valet is responsible for continuously looking for ways to improve each guest's experience. The Porter/Valet is responsible for providing prompt assistance for guests/patrons into and out of the hotel, pick-up and delivery of guest's luggage/items, valet car as requested. Expected to provide exceptional guest experience to projecting a helpful attitude; provide all information and resources possible to fulfill the guests request and thoughtful anticipation of their needs.

ESSENTIAL FUNCTIONS

• As the first point of contact, warmly greets and welcomes arriving guests and patrons as they enter the Hotel.
• Assist both arriving and departing guests with luggage handling; stores guest luggage upon request and assist with the loading and unloading of baggage into and out of vehicle while maintaining a professional appearance and a cordial attitude.
• Organize and deliver luggage for tour groups.
• Store, track and deliver packages as needed.
• Drive and park guest vehicles in a safe and timely manner in order of arrival.
• Retrieve guest vehicles as requested and/or in the order of departure.
• Assist physically challenged travelers and other guests with special needs.
• Answer the phone in a courteous and professional manner within 2 rings.
• Keep abreast of information about local economy and tourism.
• Explain features of the room including operation of electronic device and entertainment.
• Recommends and provide accurate information and direction of local attractions, entertainment, facilities within or outside the property.
• Anticipates guests' needs, respond promptly.
• Respond to guest request via application (ALICE)
• Answer the phone in a courteous and professional manner within 2 rings.
• Assist guest with long term luggage storage request/left luggage request.
• Ensure all guest's valet experience are memorable, unique, and as per the hotel's standard.
• Works closely with other departments to rectify guest opportunities.
• Responsible to report any security or safety problems, safety hazards and potential security problems to Porter Supervisor.
• Maintain cleanliness, sanitation, and organization of work-related areas at all time.
• Be the "eyes and ears "for security of the Hotel.
• Performs other related duties as may be required or assigned by management.

SUPERVISORY REQUIREMENTS

Reports To: Front Services Supervisor, Assistant Head Porter, Guest Relations Manager, Front Office Manager

Supervises: None

EDUCATION/EXPERIENCE

• High school diploma or equivalent vocational training certificate.
• At Least six months of hospitality experience or equivalent, strong guest/customer service skills.
• Experience with property management system helpful.
• Any combination of education and experience which would provide the necessary knowledge, skills, and abilities to meet the minimum qualifications to perform the essential functions of this position.

LICENSES/CERTIFICATIONS

• Valid driver's license with an acceptable abstract.

KNOWLEDGE, SKILLS, & ABILITIES

• Ensure familiarity with all Hotel services and features.
• Friendly, outgoing personality and professional demeanor.
• Ability to work independently, deal with interruptions and to successfully manage multiple tasks.
• Ability to anticipate guest needs; respond promptly and acknowledge all guests.
• Ability to research, locate, organize, and retrieve resources and information relating to guest needs/request. Creativity to solve new or unique guest issues.
• Ability to drive and operate manual and automatic transmission vehicles.
• Ability to input and access information in a property management system/application.
• Must have ability to work harmoniously in a team setting with fellow workers, guests, and management.
• Must be highly organized, detail-oriented and have the ability to multi-task.
• Must exhibit a poised and professional image and good voice image.
• Be knowledgeable about service vendors i.e.; baggage companies, taxi, shuttle and have the ability to recommend restaurants, point of interest , tour activities, and entertainment venues .
• Must be able to work various days and/or evenings including weekends and holidays pending business demands.

PHYSICAL AND MENTAL DEMANDS

The physical demands and work environment characteristics described here are representative of those that must be met by an employee to successfully perform the essential functions of this job. Reasonable accommodations may be made to enable individuals with disabilities to perform the essential functions.

• Continuously stands at porter's desk, with frequent walking, running, bending, and stooping. Frequently pushes and pulls up to 110 pounds, lifts up to 50 pounds and carries up to 20 pounds. Continuously uses visual and hearing skills.
• Must be physically able to access all work areas and perform all task and services required to fully perform the requirements of the job. Physical hazards may be present.
• Requires working under deadlines and pressure; dealing with difficult people or situations involving customer service issues; and establishing and maintaining cooperative and productive work relationships. Must have outgoing, positive attitude in dealing with guests, management, and employees.
• Requires ability to speak clearly to staff, managers, and guests to give instructions and explanations; ability to listen to and understand managers, staff, and guests; ability to receive and give instructions via telephone, computer messages, face- to- face, and in writing.
• Able to handle multiple priorities; anticipate needs of the company and guests; resolve basic customer service issues.

WORK ENVIRONMENT

• Ability to work any days or hours.
• Outdoors in an area that is exposed to humidity, noise, and vehicular exhaust.
• Frequently performs porter duties indoors.