Night Bellperson

Job Summary:

We are seeking a highly skilled and experienced Guest Services Associate to join our team at Fairmont Empress. As a Night Bellperson, you will be responsible for delivering exceptional guest experiences by providing timely and friendly service to our guests.

Key Responsibilities:

• Deliver guest luggage, messages, and other items to their rooms in a timely and efficient manner.
• Provide a warm and welcoming greeting to our guests, using their name and addressing them personally.
• Respond promptly to special requests and ensure that our guests' needs are met.
• Be knowledgeable about our hotel's facilities and services, as well as local attractions and shopping options.
• Offer to hang garment bags and place luggage on luggage stands or in designated areas.
• Explain the safety and security features of the hotel to our guests.
• Inquire about additional needs that our guests may have and take steps to address them.
• Learn our guests' names and use them frequently to build rapport and provide personalized service.
• Offer to fill ice buckets and explain the features and functions of the room, including ceiling fans and temperature controls.
• Provide gracious acknowledgement to our guests at all times and respond promptly to their needs.
• Assist departing guests with their luggage and other items, and ensure that they have everything they need before they leave.
• Take responsibility for guest inquiries and problems, and work to resolve them in a timely and efficient manner.
• Perform shoe shine duties as needed and pick up and deliver guest luggage to and from off-site areas.
• Record all deliveries and storage of items efficiently and accurately.
• Unload luggage from tour buses and transport it to guest rooms.
• Ensure the security of the hotel is maintained through participation in emergency response procedures and restrict access to the Reception Lobby to registered guests and patrons only.
• Deliver overnight menu requests to guest rooms.

Requirements:

• A minimum of one year of recent experience as a Porter or Doorperson, or in a position demanding a luxury standard of constant guest/customer service.
• A valid BC Class 5 driver's license and a clean driving record.
• Comprehensive and current knowledge of local attractions, events, restaurants, and transportation information.
• Impeccable grooming and presentation.
• Demonstrated ability to work well independently with minimal supervision and as a team-player with proven success in relationship building.
• Ability to provide excellent service and exceed expectations.
• Proven ability to solve problems and make decisions in a personable manner.
• Proficient in English language, both verbal and written.
• Ability to handle a multitude of tasks in a busy, dynamic environment while remaining calm.
• Availability to work flexible hours, including overnight shifts.
• Comfortable wearing a Bluetooth earpiece.