Bellstand/Concierge Intern Summer 2024 (PT Seasonal)

SUMMARY

The position of Lobby Ambassador includes various activities revolving around the front lobby area, greeting and assisting guests and learning managerial skills.  This will include working in the Bellstand Department, Concierge area and PBX Phone Operator activities. The Associate will assist the Bell Captain and Guest Service Manager in performing supervisory duties deemed necessary (e.g., scheduling staff, ordering amenities, coordinating amenity deliver and more).  This position will include learning skills in deal with guests and learning to make decisions to benefit the team and guest experience.
 

They will be responsible for the smooth transition of hotel guests to the front desk at the time of their arrival, including, but not limited to greeting the guest by opening car doors, helping with luggage, answering guests’ questions and informing the guests of all amenities available to them.   The Associate will also deliver amenities to guest rooms as needed.  It is essential that this position use 4 Diamond language and presence at all times. They will also work in areas that provide the first impression for internal and external guests over the phone.  Strong communication skills and the ability to handle many types of situations are necessary.
 

ESSENTIAL DUTIES AND RESPONSIBILITIES

• Duties of Bellstand Supervisor when directed.
• Attend Operations Rooms meetings when directed.
• Learn and perform the duties of the Concierge Department which involves making a variety of reservations, helping guests with tourism information, coordinating the gift card program and satisfying guest needs.   
• Learn about the duties of the PBX Operator which involves learning about all departments at the resort and their activities, improve phone skills and servicing guests and the public. 
• Greet guests as they enter and exit the front doors using 4 Diamond language and presence.
• Assist with and/or store luggage when needed.
• Deliver amenities promptly and courteously.
• Responsible for securing packages from shipping when shipping is closed.
• Keep vehicles clean of debris and neat in appearance.
• Responsible for cleanliness and neatness of the front entrance and lobby area.
• May do valet parking on occasion.
• Responsible for the pickup and deliver laundry/dry cleaning.
• Must keep up to date and informed on daily and weekly functions at the resort and surrounding area.
• Must follow proper grooming and dress standards set forth by the Employee Handbook.
• Must understand and abide by environmental practices of the resort.
• Maintain a good rapport with fellow employees and reflect positive attitude.
• Complete all assignments requested.
• Maintain open line of communication with supervisor.
• Other duties as assigned.

EDUCATION/EXPERIENCE

• Must be at least 21 years of age and have a current driver’s license with a good driving record.  The resort will help with the application and reimbursement for Chauffer/CDL license with a Passenger Endorsement. Driving record must be free of any alcohol or drug related convictions within the last 3 years and may not have more than 6 points in moving violations, or, the license many not have been revoked at any time within the last 36 months.
• Customer Service experience helpful.   
• Basic computer skills required.

OTHER SKILLS AND ABILITIES

Skills in conflict resolution and interpersonal communication are helpful.  Must be a team player with a positive attitude.  Must be able to work with various personalities while remaining impartial.  The needs for quickness and ease of adjustment to the work environment and flexibility to change are essential to this position. Must be informative and deal effectively with guests and employees while being friendly at all times.
 

TYPICAL PHYSICAL DEMANDS

• Manual labor may be part of your daily job assignment.
• Extended hours of standing will be necessary
• While performing the duties of this job, the performer must be able to lift up to 75lbs.
• Frequent bending to work on the ground and lifting of things off the ground will be necessary to complete some of your job tasks.
• Must abide by all driving laws.  Employee is responsible for any violation of Michigan state motor vehicle laws.

TYPICAL MENTAL DEMANDS

Must be able to communicate effectively with hotel guests as well as fellow resort employees.  Always be prepared to listen to any guest complaint/problem and help solve it. May become part of emotional interactions with guests and must be able to keep your composure to effectively diffuse the situation.   Must be able to work productively under strict time restraints with variable deadlines.
 

WORKING CONDITIONS

This position will require working indoors and in outdoor conditions encountered in Northern Michigan; cold, heat, dry, wet, wind, cloudy and sunny conditions. This is a fast-paced position with many interactions with hotel guests daily.  Must practice all safety policies, procedures and standards as set by OSHA.
 

COMMENTS

Native American Preference will apply.  Must be able to pass a background investigation and a drug test as a condition of employment.  Must be able to work flexible hours and take on additional responsibilities when asked.  Must adhere to company policies regarding strict confidentiality.