Overnight Guest Services

Job Description
Bellperson Responsibilities:
Ensure that the Lobby and front entrance are kept clean, paying special attention to all glass areas and the main doors as well as anything left behind in the seating areas.
Ensure that all deliveries for Guests and colleagues are correctly recorded and then delivered to the correct destination in a timely fashion.
Maintain a presence in the Lobby when not delivering luggage to guest rooms, offering assistance to Guests, under the direction of the Guest Services leaders.
Undertake the duties and responsibilities of the Doorman, as directed by the Guest Service Manager.
Ensure all luggage is collected from guestrooms within the standard time.
Ensure that all luggage is delivered immediately as instructed by Royal Service and placed in the room to the correct standard.
Handle all Guest property with extreme care.
To assist with room changes as directed by the Front Office.
Ensure that all long term Guest luggage is stored correctly and logged in the correct manner.
Ensure that guest elevators are only used when is absolutely necessary and when deliveries to guestrooms are of an urgent nature - this will be deemed by the Guest Service Manager.
To assist in the departmental training of new colleagues.
Be aware of all functions that are taking place in the hotel and to direct guests to the correct destination.
Display an attitude of friendliness, courtesy and sincerity to all Guests (both internal and external), making them feel welcome and at ease, using guest names at every given opportunity.
Be fully aware of all restaurants and services in the Hotel, being knowledgeable of opening times, type of cuisine and dress code.
Maintain amicable and co-operative working relations with other departments in the Hotel.
Comply with all Health and Safety legislation, using working practices that are safe and sensible to your colleagues and to yourself
Be aware of the departmental schedule and to always be on time for duty
Concierge Responsibilities:
Consistently offer professional, friendly and engaging service
Assist guests with mail, messages, and any plans or arrangements they require
Ability to work in a fast-paced, busy, and sometimes stressful environment while dealing effectively with guests, leadership, team members, and outside contacts.
Ability to work under pressure and meet deadlines is of high importance.
Maintain complete knowledge of all hotel features, services attractions, amenities, locations and hours of operation, all hotel and competitor restaurant food concepts, menu price range, dress code and ambiance, all hotel room types, numbers/names, amenities, local events, attractions, vacation schedules.
Assist Front Office team with arrivals and departures during peak periods
Maintain the Code of Ethics while behaving in a professional and kind manner at all times while representing Fairmont
Austin, the Concierge Department and the profession of the Concierge
Provide information to all guest inquiries and coordinates all guest requests by creating a meaningful itinerary for special
Arrangements or services in an efficient, professional and warm manner.
Follow department policies, procedures and service standards
Follow all safety policies
Other duties as assigned
Housekeeping Runner Responsibilities:
Consistently offer professional, friendly, and engaging service
Ensure Housekeeping departmental standards are followed
Respond timely to guests’ special requests for miscellaneous items ie:
cribs, cots, extra towels, dental kit, etc.
Follow departmental policies and procedures
Follow all safety and sanitation policies