Guest Service Agent (Part-time)

Mountain View, CA, USA|Onsite

Job Overview

Employment Type

Part-time

Compensation

Hourly

Range $20.96 - $23.29

Benefits

Health Insurance

Paid Time Off

Retirement Plan

Employee Discounts

Training and Development

Flexible work schedule

Equal employment opportunity

Job Description

Rosewood Sand Hill is a distinguished luxury hotel situated in Menlo Park, California. Established in 2009, it stands as a five-star retreat nestled on 16 acres of pristine property within the heart of Silicon Valley. The hotel offers a harmonious blend of historic California ranch-style architecture, fragrant gardens, and breathtaking views of the Santa Cruz Mountains, creating a unique and inviting atmosphere for all guests. Serving a diverse clientele that includes Bay Area executives, entrepreneurs, local residents, and visitors, Rosewood Sand Hill prides itself on providing exceptional service and an array of amenities that cater to both relaxation and rejuvenation. The hotel features 121 elegantly designed guest rooms, each thoughtfully furnished to deliver comfort and a resort-like experience. Guests have access to the renowned Sense, A Rosewood Spa®, where they can indulge in luxurious treatments, as well as the Madera Restaurant, known for its use of the freshest local ingredients to create exquisite culinary delights. Whether seeking a tranquil getaway or an energizing environment for dining and socializing, Rosewood Sand Hill offers varied experiences to satisfy every preference.

The role being offered is that of a Part-Time Bell Person within the Rooms - Front Office department. This position is pivotal in ensuring that every guest experiences the highest level of hospitality from arrival to departure. The Bell Person is tasked with transporting guest luggage to and from guestrooms safely and efficiently, escorting guests to their rooms while informing them of the hotel’s services and features, and managing the parking and retrieval of guest vehicles in accordance with the hotel's standards. The individual in this role acts as the immediate point of contact for guest needs, providing attentive and courteous service that enhances the overall guest experience. Essential to this position is a thorough knowledge of the hotel's amenities and the ability to communicate these effectively to guests. The Bell Person must also uphold the highest standards of cleanliness, organization, and safety within their work areas. This role demands a proactive approach to guest relations, problem resolution, and team collaboration, all while maintaining the professionalism and warmth characteristic of Rosewood Sand Hill’s hospitality. The pay range for this position is between $20.96 and $23.29 per hour, reflecting the hotel's commitment to rewarding quality service and experience.

Job Requirements

High school diploma or equivalent
Prior experience in hospitality or customer service preferred
Must be able to transport luggage weighing up to 60 pounds
Ability to communicate effectively in English
Must possess a valid California State Drivers’ License and maintain a clean driving record
Reliable, punctual and able to work flexible part-time hours
Physically able to perform duties requiring bending, lifting, and standing for extended periods
Ability to work in a fast-paced, guest-focused environment
Excellent interpersonal skills and a guest-oriented attitude
Willingness to comply with all hotel policies and procedures
Ability to maintain confidentiality of guest information

Job Qualifications

Prior hospitality experience, preferably in a similar position
High school diploma
Ability to perform job functions with attention to detail, speed and accuracy
Ability to prioritize, organize and follow-up
Clear thinker, calm under pressure, able to resolve problems using good judgment
Ability to follow directions thoroughly
Understanding of guest service needs
Ability to work cohesively with co-workers as part of a team
Ability to work with minimal supervision
Ability to maintain confidentiality of guest information and pertinent hotel data
Thorough knowledge of all hotel services and amenities
Ability to provide clear directions
Ability to drive all vehicle types
Required to speak, read and write English, fluency in other languages preferred
Must be able to exert physical effort in transporting 60 pounds, endure various physical movements, reach up and down, remain stationary at times, and communicate effectively with guests and co-workers
Valid California State Drivers’ License
Clean driving record

Job Duties

Maintain complete knowledge of and comply with all departmental policies, service procedures and standards
Ensure that standards are maintained at a superior level on a daily basis
Maintain complete knowledge of correct maintenance and use of equipment
Use equipment only as intended
Anticipate guests’ needs, respond promptly and acknowledge all guests, however busy and whatever time of day
Maintain positive guest relations at all times
Be familiar with all hotel services/features and local attractions/activities to respond to guest inquiries accurately
Resolve guest complaints, ensuring guest satisfaction
Monitor and maintain cleanliness, sanitation and organization of assigned work areas
Transport guest luggage from the point of arrival at the hotel to their assigned room
Transport guest luggage from current room to reassigned room for room changes
Transport guest luggage from their room to the point of departure from the hotel
Assist in locating guest's lost luggage
Correctly tag, store and retrieve luggage from holding room
Identify and explain hotel facilities and features to guests while escorting them to their room
Identify fire exit closest to guest's room and explain safety features of assigned room
Demonstrate use of room key to guests
Place guest luggage inside room
Identify and explain guest room features including air conditioning/heat units and thermostat controls, telephone, television, clock radio, guest services directory, mini-bar, in room safe, lights, bathroom amenities, valet/laundry services, door lock, ice and vending areas
Offer packing/unpacking service
Explain pressing and laundry service
Maintain accurate knowledge of scheduled functions within the hotel to direct guests to correct locations
Relay accurate directions to guests on inquiries of transportation within the local area
Maintain accurate log record of guest calls for Bell Person assistance
Answer Bell Stand telephone within 3 rings using correct greeting and telephone etiquette
Remain in assigned postposition, maintaining correct stance
Retrieve guest dry cleaning/laundry from rooms and deliver processed items
Deliver items to guest rooms promptly including messages, mail, faxes, packages, flowers, sundry items requested by guest, gift items
Monitor and maintain appearance of lobby areas and luggage holding room
Polish brass luggage carts and maintain cleanliness of carts
Communicate parking procedures to guests
Assist guests with loading/unloading luggage into and out of their vehicles
Take possession of and park vehicle
Document location of vehicles parked in parking facility
Ensure security of vehicle and its keys
Date/timestamp vehicle parking ticket and file
Retrieve guest vehicle keys from secured location and retrieve guest's vehicle from parking facility
Release vehicle to guest upon proper authorization of claim tickets
Open vehicle doors, assist guest into the vehicle and close doors
Perform all other duties as required