Job Description

DEPARTMENT: Front of the House/Front Office

JOB TITLE: Bell/Door Attendant

REPORTS TO: Guest Services Manager and Front Office Management team

SUPERVISES: n/a

PRIMARY OBJECTIVE OF POSITION:

This position helps create a guest’s first and last impression of The Langham, Chicago and is therefore critical to creating the right ‘image’ of our hotel and our company. The individual posted in this area needs to ensure to be the ‘embodiment’ of Langham’s Enchanting Service. The colleagues in this post must know, understand, and perform in accordance with the Langham Brand standards and the Forbes service standards. There is only one first and one last impression.

ESSENTIAL RESPONSIBILITIES AND JOB DUTIES:

• Present a warm, hospitable attitude to all guests.
• Maintain driveway traffic flow to allow main hotel entrance accessibility ensuring ample space for passenger and luggage loading and unloading.
• Greet guests immediately with a friendly and sincere welcome. Open car doors for arriving and departing hotel customers.
• Assist with acquiring taxi cabs for guest and confirm destination with driver and advise on time in travel to guest.
• Respond immediately to guest inquiries regarding hotel features, services and assistance. Provide clear and understandable directions to hotel facilities and nearby attractions.
• Move from door post to and from other areas throughout the hotel in response to guest needs.
• Read luggage tags and provide claim tickets to ensure appropriate delivery. Grasp, lift and/or carry or otherwise move packages, luggage or boxes from cars, buses and vans, placing packages and luggage onto baggage carts or in secure area for retrieval by bell staff.
• The Bell/Door Attendant shall know, understand, and perform in accordance with the Forbes Service Standards.
• Answer the entrance telephone and provide clear, accurate information to guests and employees.
• Maintain an alert and attentive demeanor at all times in addition to remaining calm during periods of heavy business volumes.
• Advise housekeeping as necessary and assist personally to maintain a clean, orderly appearance of the main hotel entrance.
• Clearly communicate guest parking procedures and applicable costs to arriving guests.
• Other duties as assigned by the supervisor which would include the operation of the hotel house car whenever needed.
• Familiar with the area of 10 blocks surrounding the hotel to better assist Guest with any inquiries.
• Abide by all hotel policies, guidelines, and standards, most of which are outlined in the hotel’s Colleague Handbook.

PHYSICAL DEMANDS:

• This is a physically active position that requires the Bell/Door Attendant at the door to perform, at a minimum, the following:
  • Standing at the front door for long periods of time,
  • Frequent bending and lifting of guest luggage hotel deliveries, and car doors.
  • Opening the door for guests as they approach the doors indicating ingress or egress.
  • Responding to audible cues and requests from guests, taxis, and hotel management via telephone, radio, and messaging equipment.
• Requires high levels of interaction with all types of people as it relates to attending to the express or implicit wishes or needs of hotel guests. Immediate response to those requests is required.

SPECIAL SKILLS REQUIRED:

• Ability to effectively communicate verbally in English with the hotel’s sophisticated clientele about matters involving the hotel, and any aspect of a guest’s stay.
• Ability to work cohesively as part of a team.
• Ability to effectively deal with internal and external guests, some of whom will require high levels of patience, tact and diplomacy and collect accurate information.
• Ability to read English language to ascertain information from luggage tags and claim checks to write numbers and names on claim checks and rooming lists.
• Considerable knowledge and ability to communicate clear directions to nearby local attractions and hotel facilities and services.
• Considerable knowledge of Chicago and the surrounding areas.
• Ability to learn and perform all essential job functions accurately and safely with minimal direct supervision within two weeks after the employee begins work.

EDUCATION REQUIRED:

Any combination of education and experience equivalent to graduation from high school or any other combination of education, training or experience that provides the required knowledge skills and abilities. High school diploma preferred.

EXPERIENCE REQUIRED:

No prior experience required. Prior hospitality or guest service experience preferred.

LICENSES OR CERTIFICATES:

No special licenses required.

SALARY RANGE:

$14.75 - $18.43

BENEFITS FOR PART-TIME, ON-CALL AND TEMPORARY WORKERS INCLUDES:

• Vacation Pay and Sick/Personal time (in accordance with Chicago Paid Leave and Paid Sick Leave Law)
• 401k plan with Roth option (Employer match up to 4% after one year of employment)
• Pet Insurance, ID Theft Protection Coverage, Prepaid Legal (available for purchase)
• Free meals while on duty
• Uniforms and cleaning of uniforms (for applicable positions)
• Free and discounted hotel stays
• Discounted parking

EOE, Including, Disability/Veterans