Substitute Bell Person

The Group:

Mandarin Oriental Hotel Group (MOHG) is the award-winning owner and operator of some of the most luxurious hotels, resorts and residences located in prime destinations around the world. Increasingly recognized for creating some of the world’s most sought-after properties, the Group provides 21st century luxury with oriental charm. Above all, Mandarin Oriental is renowned for creating unique hotels through distinctive design and a strong sense of place, luxury hotels right for their time and place. The Group regularly receives international recognition and awards for quality management and legendary service hospitality.

The Hotel:

A stunning fusion of modern design with stylish oriental flair, Mandarin Oriental, New York features 244 elegant guestrooms and suites — all with breath-taking views of Manhattan and Five-Star hospitality. Luxurious amenities include MO Lounge, all-day dining overlooking Central Park and the Manhattan skyline; a 14,500 square-foot Five-Star Mandarin Oriental Spa; and a state-of-the-art fitness center with a 75-foot lap pool. In addition, there is premium meeting and event space, including a 6,000 square-foot pillar-less ballroom with three walls of windows overlooking Central Park. Located in Columbus Circle’s Deutsche Bank Center, Mandarin Oriental, New York is in an idyllic location just steps away from world-class dining, shopping and entertainment, including the Broadway Theater District, Lincoln Center, Central Park, Jazz at Lincoln Center and the shops of Columbus Circle.

Duties and Responsibilities

1. Major responsibilities       

• Initiate contact with guests entering the hotel
• Approach guests needing assistance
• Deliver luggage to the guest room within 15 minutes
• Be familiar with the entire room product including IT&T equipment
• Be familiar with all hotel services including spa and dining
• Deliver messages, packages and facsimiles within 15 minutes of receipt
• Actively listen and communicate specific guest requests accurately to the Concierge, Reception and PBX colleagues to ensure complete follow up
• Deliver newspapers to all guest rooms prior to 6 AM
• Remove luggage from guest rooms upon check out
• Other duties as deemed appropriate by the Director of Front Office and Front Office Manager
• Ability to understand guest inquiries and provide responses.
• Ability to focus attention on guest needs, remaining calm and courteous.
• Ability to promote positive relations with all individuals who approach the Bell Stand and by telephone.
• Ability to think clearly, quickly, maintains concentration and makes concise decisions.
• Ability to focus attention on details.
• Ability to maintain confidentiality of all guest information and pertinent hotel data.
• Ability to ensure security of guestroom access. 
• Ability to perform job functions with minimal supervision.
• Ability to work cohesively with other departments and o-workers as part of a team.
• Ability to be flexible as the job changes.
• Ability to analyze and resolve problems exercising good judgement.
• Ability to work flexible hours, including weekends, holidays and evenings if necessary.
• Must have a professional image and personality exuding confidence and leadership skills.
• Be an ambassador to The Mandarin Oriental Hotel Company at all times, in and outside of one’s workplace.
• Ability to be a clear thinker in pressure situations and exercise good judgements.
• Ability to work well under pressure of check-in/check-out of 200 guests and in coordinating all departmental functions. 
• Ability to focus attention on guests’ needs.
• Ability to exert physical effort in placing, removing and transporting guest luggage.
• Ability to remain stationary at assigned post for extended periods of time.
• Maintain complete knowledge of:
• All hotel features/services, hours of operations
• All hotel restaurant food concepts, menu price range, dress code and ambiance
• All hotel room types, numbers/names, layout appointments, amenities and locations.
• All hotel room rates, special packages and promotions.
• Daily expected arrivals/departures
• Scheduled daily group activities, names and locations of meeting/banquet rooms.

Local events, attractions, holiday schedules

• Maintain complete knowledge and comply with all hotel a departmental policies and procedures.
• Obtain department keys and radio; ensure security of such.
• Access all functions of computer systems in accordance with departmental specifications.
• Set up workstations with necessary supplies; maintain cleanliness through shift.
• Accommodate all guest requests expediently and courteously.  Follow up with designated hotel personnel to ensure completion of request.
• Document guest requests for Bell Person assistance.
• Accommodate all guest requests in an accurate and efficient manner.
• Assist with group luggage requirements.
• Maintain cleanliness and working condition of departmental equipment/supplies.
• Maintain the condition of lobby, hotel entrance, bell desk and luggage storage areas.
• Ensure that all pertinent information is documented in the logbook daily.
• Transport guest luggage from the point of arrival at the hotel to their assigned room.
• Transport guest luggage form current room to reassigned room for room changes.
• Transport guest luggage from their room to the point of departure from the hotel.
• Correctly tag, store and retrieve luggage from luggage storage.
• Identify and explain hotel facilities and features to guests and conduct hotel tours when needed.
• Place guest luggage inside room & offer guest assistance with anything they might need.
• Deliver/ offer to deliver Ice to all guests upon check-in.
• Offer Pressing, Laundry/Valet and Shoeshine services.
• Offer packing/unpacking service to Club guest.
• Remain in assigned postposition, maintaining correct stance.
• Deliver items to guestrooms promptly to include:
• Messages
• Mail & Faxes
• Packages
• Flowers
• Sundry items requested by guests
• Gift items & Amenities
• Deliver Newspapers to all guestrooms.
• Polish brass luggage carts and maintain cleanliness of carts.
• Handle guest complaints by following the instant pacification procedures and ensuring guest satisfaction.
• Assist guests in locating and retrieving lost luggage.
• Collect and record guest preferences.
• Practice Lateral Service and Teamwork
• Complete any task(s) assigned by Leaders
• Successful completion of the training process.
• Provide guestroom and hotel tours.
• Assist Door Person with unloading and loading of vehicles.
• Assist Concierge staff with guest requests and services, including retrieval of theater tickets, flowers and other items as requested.
• Answer department telephone within 3 rings, using correct salutations and telephone etiquette.

NOTE: The above is not an all-inclusive list of job duties and responsibilities. Mandarin Oriental, New York reserves the right to add, delete, change or modify the job duties and responsibilities described in this job description at its discretion with notice.

It is Company policy to comply with the Americans with Disabilities Act, including by providing reasonable accommodations that do not constitute an undue hardship on the Company.  Employees or applicants should direct requests for accommodation to Director of Human Resources.

Salary Range: $17.90 to $23.86 per hour