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Driver/Bellman

Department: Transportation

Exempt/Nonexempt: Non-Exempt (Hourly)

Reports to: Front Office Manager

PRIMARY PURPOSE

The Driver/Bellman works closely with the Front Desk staff to provide a world-class first and last impression to guests when they arrive and depart the Ranch. By providing a warm welcome and sendoff to each guest, the driver/bellman helps ensure that each guest experience meets the expectations set for Forbes Five-Star properties and members of Relais and Chateaux for the entirety of their stay. This role goes above and beyond just taking care of logistical needs – assisting with any luggage, transportation and miscellaneous requests – by noting guest wishes, hopes, and dreams discussed on rides to and from the Ranch and reporting them to applicable departments to provide the highest level of anticipatory service. The care and attention of the driver/bellman are crucial to the success of the Ranch as they convey a critical message to the guests about the property’s commitment to service excellence.

KEY RESPONSIBILITIES

• Stays up to date on Daily arrivals/departures, in-house count, and special guest requests.
• Maintains extensive knowledge of all room types, layout, décor, appointments and locations.
• Maintains accurate and up-to-date knowledge of and effectively communicates all Ranch features, services, and amenities and the hours of operation of each outlet.
• Maintains parking facilities, layout and procedures.
• Proactively greets arriving guests and bids farewell to departing guests with genuine warmth.
• Assists guests into and out of their vehicles and with luggage and set up in accommodation.
• Clearly communicates parking procedures to guests and offers to park vehicles for guests when applicable.
• Maintains an organized key management system to ensure security of all vehicles and keys.
• Ensures all on-property driveways are kept clear and parks or idles vehicles safely and legally when off property.
• Answers departmental telephone and radio within established timeline (e.g., 3 rings), using proper greeting and telephone etiquette.
• Documents phone requests for retrieving vehicles as specified, keeping accurate and thorough record of completed requests.
• Retrieves guest vehicle keys from secured location and guest vehicles from parking facility, following departmental procedures.
• Releases vehicles to guests only upon proper authorization of claim tickets and positive guest verification. Opens vehicle doors, assist guests into cars, closes doors.
• Maintains accurate and timely knowledge of local attractions and activities to recommend for guest inquiries.
• Handles guest complaints and ensures guest satisfaction, escalating complex issues promptly to management.
• Constantly maintains cleanliness of all Ranch vehicles.
• Follows Ranch Core Values and provides impeccable service for guests. Upholds The Ranch at Rock Creek standards, policies, and procedures.

QUALIFICATIONS

• Clean driving record and valid, current Driver's License required. (Subject to annual review)
• High School Diploma required.
• Previous experience working in a Bellman capacity preferred.
• Customer Service experience in the hospitality industry preferred, ideally in a luxury setting.
• Comfortable multi-tasking and able to thrive in a fast-paced environment.
• Proven track record of reliability and punctuality.

• Clear and effective communication with guests and employees, ensuring understanding.
• Ability to provide legible written communication and directions.
• Adherence to responsible, safe and conscientious driving rules.
• Strong, demonstrated customer service skills.
• Open to flexible scheduling including evenings, weekends, and holidays.
• Ability to prioritize, organize and make good judgments.
• Ability to ensure the security of vehicles and Ranch property.
• Ability to perform assignments independently and with minimal supervision.
• Ability to work cohesively with co-workers as part of a team.
• Ability to stand, walk and move continuously and regularly lift and move up to 50 lbs.

This job description is intended to convey information essential to understanding the scope of the position; it is not intended to be an exhaustive list of skills, efforts, duties, responsibilities or working conditions associated with the position. Management may assign or reassign duties and responsibilities to this job at any time.