Mandarin Oriental
Substitute Overnight Bell Person
Mandarin Oriental New York is looking for a Substitute Overnight Bell Person to join our Guest Service team.
About The Job Based at the Mandarin Oriental New York within the Guest Service Department, the Substitute Overnight Bell Person is responsible for the overall guest satisfaction by creating a delightful arrival and departure experience, which includes escorting guests to their destination, handling delivery and storage of guests luggage, communication of information and guest requests and familiar with and able to demonstrate the guest room technology.
The Substitute Overnight Bell Person reports to the Director and Assistant Director of Front Office Operations.
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
Understand and respond to guest inquiries
Maintain calm and courteous attitude toward guests
Promote positive relations with all individuals who approach the Bell Stand and by telephone
Think clearly, maintain concentration and make concise decisions
Maintain attention to detail and confidentiality of all guest information
Ensure security of guestroom access
Perform job functions with minimal supervision
Work cohesively with other departments and coworkers as part of a team
Be flexible as the job changes
Analyze and resolve problems exercising good judgment
Work flexible hours, including weekends, holidays and evenings if necessary
Exhibit a professional image and personality exuding confidence and leadership skills
Act as an ambassador to The Mandarin Oriental Hotel Company at all times, in and outside of one’s workplace
Handle pressure situations with clear thinking and good judgment
Work well under pressure of check‑in/check‑out of 200 guests and coordinate all departmental functions
Possess physical strength to place, remove and transport guest luggage
Remain stationary at assigned post for extended periods of time
Maintain complete knowledge of all hotel features, services, restaurant concepts, room types and rates, daily arrivals/departures and scheduled group activities
Additional Duties
Maintain complete knowledge and compliance with all 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
Document guest requests for Bell Person assistance
Assist with group luggage requirements
Maintain cleanliness and working condition of departmental equipment/supplies
Maintain condition of lobby, hotel entrance, bell desk and luggage storage areas
Ensure all pertinent information is documented in the logbook daily
Transport guest luggage from arrival to assigned room, from current room to reassigned room, and from room to departure
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 assistance with anything they might need
Deliver or offer to deliver ice to all guests upon check‑in
Offer pressing, laundry/valet and shoeshine services
Offer packing/unpacking service to club guests
Remain in assigned post maintaining correct stance
Deliver items to guestrooms promptly, including messages, mail & faxes, packages, flowers, sundry items requested by guests, gift items & amenities, and newspapers
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 tasks 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
Qualifications
2 years New York hotel bell person experience
Able to communicate written and spoken English
Excellent overall communication skills
Ability to multi‑task
Ability to work well in a team environment
Must be able to lift up to 50 lb (regular) and up to 100 lb (occasional)
Must be able to stand for extended periods of time
Our Commitment to You
Learning & Development – unique programmes at various career stages
MOstay – complimentary nights and attractive rates for you and loved ones
Health & Colleague Wellness – health benefits and wellness programmes offered globally
Pay and Benefits
Pay $18.27 – $24.36 hourly, commensurate with experience
Competitive benefits package
Legal Statement 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. Colleagues or candidates should direct requests for accommodation to the Director of People and Culture.
Seniority level
Entry level
Employment type
Full‑time
Job function
Education and Training
Hospitality
#J-18808-Ljbffr
About The Job Based at the Mandarin Oriental New York within the Guest Service Department, the Substitute Overnight Bell Person is responsible for the overall guest satisfaction by creating a delightful arrival and departure experience, which includes escorting guests to their destination, handling delivery and storage of guests luggage, communication of information and guest requests and familiar with and able to demonstrate the guest room technology.
The Substitute Overnight Bell Person reports to the Director and Assistant Director of Front Office Operations.
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
Understand and respond to guest inquiries
Maintain calm and courteous attitude toward guests
Promote positive relations with all individuals who approach the Bell Stand and by telephone
Think clearly, maintain concentration and make concise decisions
Maintain attention to detail and confidentiality of all guest information
Ensure security of guestroom access
Perform job functions with minimal supervision
Work cohesively with other departments and coworkers as part of a team
Be flexible as the job changes
Analyze and resolve problems exercising good judgment
Work flexible hours, including weekends, holidays and evenings if necessary
Exhibit a professional image and personality exuding confidence and leadership skills
Act as an ambassador to The Mandarin Oriental Hotel Company at all times, in and outside of one’s workplace
Handle pressure situations with clear thinking and good judgment
Work well under pressure of check‑in/check‑out of 200 guests and coordinate all departmental functions
Possess physical strength to place, remove and transport guest luggage
Remain stationary at assigned post for extended periods of time
Maintain complete knowledge of all hotel features, services, restaurant concepts, room types and rates, daily arrivals/departures and scheduled group activities
Additional Duties
Maintain complete knowledge and compliance with all 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
Document guest requests for Bell Person assistance
Assist with group luggage requirements
Maintain cleanliness and working condition of departmental equipment/supplies
Maintain condition of lobby, hotel entrance, bell desk and luggage storage areas
Ensure all pertinent information is documented in the logbook daily
Transport guest luggage from arrival to assigned room, from current room to reassigned room, and from room to departure
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 assistance with anything they might need
Deliver or offer to deliver ice to all guests upon check‑in
Offer pressing, laundry/valet and shoeshine services
Offer packing/unpacking service to club guests
Remain in assigned post maintaining correct stance
Deliver items to guestrooms promptly, including messages, mail & faxes, packages, flowers, sundry items requested by guests, gift items & amenities, and newspapers
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 tasks 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
Qualifications
2 years New York hotel bell person experience
Able to communicate written and spoken English
Excellent overall communication skills
Ability to multi‑task
Ability to work well in a team environment
Must be able to lift up to 50 lb (regular) and up to 100 lb (occasional)
Must be able to stand for extended periods of time
Our Commitment to You
Learning & Development – unique programmes at various career stages
MOstay – complimentary nights and attractive rates for you and loved ones
Health & Colleague Wellness – health benefits and wellness programmes offered globally
Pay and Benefits
Pay $18.27 – $24.36 hourly, commensurate with experience
Competitive benefits package
Legal Statement 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. Colleagues or candidates should direct requests for accommodation to the Director of People and Culture.
Seniority level
Entry level
Employment type
Full‑time
Job function
Education and Training
Hospitality
#J-18808-Ljbffr