At a glance
Luggage Attendant at The Westin Kierland Resort & Spa Hourly / Non-Exempt / Full Time The Westin Kierland Resort and Spa offers excellent benefits for Full Time Associates! Please visit www.starwood.jobs and follow the on-line application process. If you are a current Starwood Hotels & Resorts Associate who is looking to continue your journey, please visit your Human Resources Department to obtain the necessary transfer paperwork. Once the transfer has been approved and signed by your Manager, please return to your HR Department.
POSITION PURPOSE Greets and assists guests with luggage at check-in/check out and storage. Assists guests with city information and directions. Delivers items as requested by guests or Manager on Duty. Delivers all Room Service food and beverage. Delivers guest amenities to rooms. ESSENTIAL FUNCTIONS AVERAGE % OF TIME 25% Provides guests with luggage service at check-in/check out. 2% Converses with guests, furnishes information. 2% Answers phones using phone etiquette in three rings. 2% Correctly processes mail, messages, faxes and packages. 2% Coordinates transportation for guests. 2% Reports to the Manager on duty any situation involving a guest’s dissatisfaction with Room Service or any other outlet or situation in the hotel. 1% Follows all accounting procedures in the Westin Hotel including the declaration of tips on the 15th and the last day of each month. 2% Receives proper payment upon the delivery of a guest’s order by means of room charge, credit card, cash, city ledger, or staff and promo. 5% Uses professional etiquette when speaking to a guest. 1% Provides a professional and immediate response to guests concerning all menu items and their preparation. 1% Utilizes appropriate glass ware, china, silverware, and linen as task requires. 5% Thoroughly inspects all orders to insure proper table and tray set up and ensures all standards are met before the order leaves the Room Service station. 2% Greets the guest with a cheerful and pleasant voice using guest’s name at least thrice during a conversation. 2% Delivers hot food items at all times. 2% Delivers timed orders and all other orders at the designated times. 2% Recites the guest’s order upon presentation. 1% Asks the guest if there are any additional items needed and follows through with all of their requests. 5% Properly delivers amenities to guests. 1% Assists concierge with concierge duties when needed. 1% Picks up and delivers laundry to guest rooms in a specified time 1% Delivers housekeeping items to rooms when needed. 1% Follows proper procedures for the use of the service elevators, knocking on the guest room doors, and the use of a door stop. 1% Provides daily tray retrieval service after the order has been consumed by conducting a “pull” at the mid to latter part of the shift or upon the guest’s request. 5% Creates an organized, cooperative, and well run work environment by completing daily side work. 25% Sets up and delivers Room Service orders. 1% Delivers fruit to the Premier Floors and Executive Club. Other: Regular attendance in conformance with the standards, which may be established from time to time, is essential to the successful performance of this position. Employees with irregular attendance will be subject to disciplinary action, up to and including termination of employment. Due to the cyclical nature of the hospitality industry, employees may be required to work varying schedules to reflect the business needs of the hotel. In addition, attendance at all scheduled training sessions and meetings is required. Upon employment, all employees are required to fully comply with Starwood rules and regulations for the safe and effective operation of the hotel’s facilities. Employees who violate hotel rules and regulations will be subject to disciplinary action, up to and including termination of employment. SUPPORTIVE FUNCTIONS In addition to performance of the essential functions, this position may be required to perform a combination of the following supportive functions, with the percentage of time performing each function to be solely determined by the manager based upon the particular requirements of the hotel • Perform related services as requested by guests or supervisors. • Tidy/decorate lobby. • Deliver faxes, mail and messages. • Clean/polish bell carts. SPECIFIC JOB KNOWLEDGE, SKILLS AND ABILITIES The individual must possess the following knowledge, skills and abilities and be able to explain and demonstrate that he or she can perform the essential functions of the job, with or without reasonable accommodation, using some other combination of knowledge, skills, and abilities: • Must be able to speak, read, write and understand the primary language(s) used in the workplace. • Must be able to read and write to facilitate the communication process. • Requires good communication skills, both verbal and written. • Must possess basic computational ability. • Must possess basic computer skills. • Concierge level knowledge needed of hotel amenities, restaurants, travel and transportation information. • Knowledge of the city, particularly downtown and tourist attractions. Physical Demands • Most work tasks are performed indoors. Temperature is moderate and controlled by hotel environmental systems. • Must be able to stand and exert well-paced mobility for up to 4 hours in length. • Must be able to exert well-paced ability to reach other departments of the hotel on a timely basis. • Must be able to lift up to 15 lbs. on a regular and continuing basis. • Must be able to lift trays of food or food items weighing up to 30 lbs. on a regular and continuing basis. • Must have the ability to bend, squat and frequently lift up to 50 lbs. • Must be able to push and pull carts and equipment weighing up to 250 lbs. frequently. • Must be able to exert well-paced ability in limited space and to reach other locations of the hotel on a timely basis. • Must be able to bend, stoop, squat and stretch to fulfill cleaning tasks. • Requires grasping, writing, standing, sitting, walking, repetitive motions, bending, climbing, listening and hearing ability and visual acuity. • Talking and hearing occur continuously in the process of communicating with guests, supervisors and other employees. • Vision occurs continuously with the most common visual functions being those of near vision and depth perception. • Requires manual dexterity to use and operate all necessary equipment. • Must have finger dexterity to be able to operate office equipment such as computers, printers, 10-key adding machine, electric typewriter, multi-line touch tone phone, filing cabinets, FAX machines, photocopiers, dolly and other office equipment as needed. QUALIFICATION STANDARDS Education High school or equivalent education preferred. Experience At least three months related experience and/or training required. Ability to operate all types of passenger vehicles (standard and automatic). Licenses or Certificates Valid state driver’s license required. Ability to obtain and/or maintain any government required licenses, certificates or permits. Grooming All employees must maintain a neat, clean and well-groomed appearance per Starwood standards. This job description is not an exclusive or exhaustive list of all job functions that an employee in this position may be asked to perform from time to time.
Service Express - Front Drive
The Westin Kierland Resort & Spa located in Scottsdale, is a AAA Four Diamond resort oasis providing contemporary amenities and design while helping its guests to experience the “Essence of Arizona”. Known as a distinctive business and leisure destination, the Resort is an integral part of the exclusive, 730-acre master-planned community of Kierland which features hundreds of upscale residences, shops, galleries and restaurants and is located just 10 miles from historic downtown Scottsdale and 20 miles from downtown Phoenix. We have 732 guest rooms and suites, and 302 villas all featuring the renowned Westin Heavenly Bed® and signature Heavenly Bath® amenities. Our full-service Agave, The Arizona Spa offers numerous services that will rejuvenate the mind, body, and spirit and features our Westin WORKOUT 24-hour fitness studio with New Balance Gear Lending, daily fitness classes and lighted outdoor tennis courts. The Kierland Golf experience is the area’s most innovative golf program, featuring 27 holes designed by Scott Miller. Our guests can relax in one of our three enticing pools, including a 900-foot Lazy River, 110-foot waterslide, and the Kierland FlowRider board sport simulator. Our award-winning Westin Family program focuses on all things fun for guests of every age - from scavenger hunts to pool relays, yoga to mixology classes. Our highly talented Chefs tantalize the senses with ten dining options including deseo, our signature AAA Four Diamond restaurant featuring Nuevo Latino cuisine and a Muddle Bar. The Resort’s 25,000 square feet Kierland Grand Ballroom, 15,000 square feet Herberger Ballroom and 12,000 square feet Trailblazer Ballroom are as visually impressive as functionally effective, offering the ultimate stage for high-tech presentations, general sessions, themed events or posh galas. In keeping with the Resort’s “Essence of Arizona” theme, paying tribute to the state’s Scottish immigrants, guests are encouraged each evening to unwind around the fire pit at the Resort’s Dreamweaver’s Canyon to enjoy the haunting sounds of “Scottish Pipes at Sunset.” Everything you might imagine is here at The Westin Kierland Resort & Spa!
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