bellman / shuttle driver

About the Role

The Bellperson / Shuttle Driver is responsible for creating an exceptional first and last impression for every guest by providing warm, professional, and personalized service throughout the guest experience. This position assists guests with luggage, transportation, directions, and hotel information while safely operating the hotel shuttle. In addition to providing outstanding guest service, this position ensures the hotel shuttle remains clean, safe, and operational.

Responsibilities

• Guest Service:
  • Welcome guests with a warm greeting, eye contact, and genuine hospitality.
  • Assist guests with luggage promptly during arrival, departure, and throughout their stay.
  • Escort guests to rooms, providing information on hotel amenities.
  • Address guests by name to personalize the experience.
  • Respond to guest requests and concerns promptly.
  • Provide local recommendations and promote hotel amenities.
• Shuttle Operations:
  • Safely operate the hotel shuttle, adhering to policies and regulations.
  • Conduct daily pre-trip and post-trip inspections and maintain vehicle records.
  • Ensure the shuttle is clean, fueled, and ready for operation.
  • Report maintenance issues and coordinate with the Engineering Department.
• Front Office Support:
  • Answer the bell stand phone and coordinate guest transportation.
  • Handle guest and associate packages and laundry requests.
  • Maintain an organized luggage storage area and bell closet.
  • Assist with VIP arrivals, group events, and special requests.

Requirements

• Valid Rhode Island Driver's License with an acceptable driving record.
• Ability to qualify for operating company vehicles under hotel insurance.
• High School Diploma or equivalent preferred.
• Previous hospitality, customer service, or transportation experience preferred.
• Bilingual abilities are a plus.

Qualifications

• Outstanding customer service and interpersonal skills.
• Professional communication and telephone etiquette.
• Ability to multitask in a fast-paced environment.
• Basic computer proficiency.
• Strong organizational and time-management skills.
• Attention to detail in vehicle inspections and record-keeping.
• Ability to work independently and as part of a team.

Skills

• Guest focus and personalized service.
• Safety-conscious approach to shuttle operations.
• Effective communication with guests and colleagues.
• Accountability for shuttle maintenance and reporting.
• Teamwork and collaboration across departments.
• Professionalism and adaptability in a dynamic environment.

Physical Requirements

• Ability to stand, walk, and lift luggage (up to 75 lbs frequently, 100 lbs occasionally).
• Bending, reaching, kneeling, and climbing stairs.
• Safe operation of the shuttle for extended periods.
• Working indoors and outdoors in varying weather conditions.
• Flexible schedule, including weekends and holidays.

Work Environment

This role operates throughout the hotel, including the front desk, lobby, guest floors, and public spaces. Frequent interaction with guests, associates, and vendors is required while maintaining a professional demeanor.

Equipment Used

• Hotel shuttle vehicle
• Bell carts
• Computer and Property Management System (PMS)
• Telephone and radio communication devices
• Vehicle inspection and mileage logs
• Package tracking systems
• Luggage handling equipment
• Mobile communication devices

Core Competencies

• Guest Focus: Delivering personalized hospitality.
• Safety: Ensuring safe shuttle operations and maintenance.
• Communication: Effective interaction with guests and colleagues.
• Accountability: Ownership of shuttle inspections and reporting.
• Teamwork: Collaboration for seamless guest service.
• Professionalism: Maintaining high standards of appearance and integrity.
• Adaptability: Responding to changing guest needs and priorities.
• Ownership: Proactive issue resolution and commitment to guest satisfaction.