Job Description

About Langham Hospitality Group

A wholly-owned subsidiary of Great Eagle Holdings, Langham Hospitality Group (LHG) comprises a family of distinctive brands, including The Langham Hotels and Resorts, Cordis Hotels and Resorts, Eaton Workshop and Ying’nFlo. With over 40 hotels and residences in operation or development, LHG has a global footprint that extends across Asia, Europe, North America, Australasia and the Middle East.

LHG's approach to hospitality centres on open and genuine interactions with guests, colleagues and the world around us. With dedicated colleagues across four continents, we foster an engaging and respectful workplace to nurture careers, delight guests, and embrace the company's vision to building great memories together.

PURPOSE AND OBJECTIVES OF POSITION

Provide exceptional and prompt service to ensure guests’ memorable stays while delivering all luxury, Leading Quality, brand standards and departmental procedures at all times. Increase guest loyalty through proficient knowledge of the standards and the ability to deliver sincere anticipatory service.

ESSENTIAL DUTIES AND RESPONSIBILITIES

• Follow all service standards such as brand and luxury service standards with every guest interaction
• Retrieve guest items from any vehicle or cart. Grasp, lift, carry and/or load luggage and packages onto a bell cart to transport items throughout hotel to designated room in a safe and timely manner and according to the procedures and standards
• Store and retrieve luggage to and from the Bell closet accurately using Standard Operating Procedures
• Keep the Bell closet organized and clean according to the departmental procedures
• Deliver packages accurately to in-house guests
• Deliver requested amenities, faxes, gift amenities, as well as all other requested items not listed
• Promote hotel facilities including Grana, The Fed, and Private Kitchen
• Contribute to the positive working team environment 
• Communicate all challenges and possible guest related inquiries to supervisor or appropriate department and ensure follow through
• Post in designated areas and be ready to provide exceptional and prompt service at all times. When stepping away from the posted areas for any reason, ensure to communicate with front-of-house colleagues
• Actively participate in a daily audit process to ensure consistent delivery of service
• Complete paperwork (i.e. porterage slips for gift bag delivery) in a neat, timely and accurate manner
• Report suspicious behavior or hotel patrons to hotel security personnel
• Navigate bell cart through public areas, guest room corridors and to elevators
• Must be available to work various shifts including weekends and nights
• Become familiar with daily events, group and VIPs at the beginning of each shift by participating in daily Showtimes
• Assist guest flow through hotel, giving assistance and directions to restaurants and other guest / client facilities
• Listen and respond to guest inquiries using a positive, clear speaking voice. Answer questions and offer assistance with giving accurate information regarding outlet hours, other hotel services, directions to local attractions or function rooms, etc.
• Additional duties not listed may also be required by Supervisor

SUPPORTIVE FUNCTIONS 

• Cover Doorperson or Concierge as necessary for breaks
• Attend departmental meetings and any required meetings

JOB KNOWLEDGE, SKILL AND ABILITY 

• Requires physical stamina to stand, lift, carry and walk continuously for duration of shift
• Ability to effectively assist guests, some of whom will require high levels of patience, tact and diplomacy to defuse anger and collect accurate information
• Ability to solve problems and use good judgment when interacting with guests and employees
• Sufficient manual dexterity in one hand to be able to load and unload luggage
• Strong team spirit
• Desire to focus on outstanding guest service

EDUCATION AND/OR EXPERIENCE

• Previous experience with luxury standards preferred

CERTIFICATES, LICENSES, REGISTRATIONS 

• CPR certification a plus

PHYSICAL DEMANDS

• Ability to grasp, lift, carry or otherwise move packages, boxes and luggage up to 100 lbs, walk, climb, kneel, squat, bend, push / pull throughout shift
• Ability to stand and / or sit and continuously perform essential job functions

PAY RANGE

• $26.46 - $26.76 per hour plus gratuity 

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