Bell Attendant

Job Description

The Bell Attendant is responsible for creating exceptional first and last impressions by providing warm, professional, and personalized service to every guest arriving at and departing from Fairmont Copley Plaza. This role assists guests with luggage, escorts guests to their accommodations, provides information about hotel services and local attractions, and works collaboratively with the Front Office, Concierge, Valet, and Housekeeping teams to ensure a seamless luxury guest experience. The Bell Attendant serves as an ambassador of the hotel by anticipating guest needs and delivering service consistent with Fairmont standards.

Essential Functions

• Consistently provide professional, warm, engaging, and personalized service to all guests.
• Welcome every guest entering or departing the hotel with enthusiasm and professionalism.
• Assist all arriving and departing guests with luggage and personal belongings.
• Escort guests to their guestrooms while providing a personalized orientation to room features, hotel amenities, and available services.
• Ensure guests are comfortable operating room features including climate controls, lighting, technology, and other in-room amenities.
• Deliver luggage, guest amenities, packages, messages, and other requested items promptly and accurately.
• Assist guests during the check-in and check-out experience by coordinating with the Front Office team.
• Maintain a visible presence at the hotel entrance and lobby to proactively assist guests.
• Assist guests departing by vehicle in coordination with the Door and Valet team to provide a seamless arrival and departure experience.
• Safely transport, store, and retrieve guest luggage while maintaining accurate luggage storage records.
• Ensure the security and proper handling of all guest belongings at all times.
• Respond promptly to guest requests and provide information regarding hotel facilities, services, dining outlets, transportation, and local attractions.
• Work closely with the Concierge team to assist guests with directions, recommendations, transportation arrangements, and local information.
• Maintain effective communication with Front Office, Concierge, Housekeeping, Engineering, Security, and other hotel departments to fulfill guest requests efficiently.
• Observe the hotel entrance, lobby, and surrounding areas for safety and security concerns and immediately report suspicious activity to Security.
• Handle guest concerns promptly and professionally, escalating issues to leadership when appropriate.
• Support special events, VIP arrivals, and group check-ins/check-outs.
• Participate in daily pre-shift meetings and remain informed of hotel events, VIP arrivals, group movements, and operational updates.
• Maintain cleanliness and organization of the bell stand, luggage storage areas, and surrounding work areas.
• Follow all Fairmont policies and procedures, health and safety standards, Forbes Travel Guide standards, and Leading Quality Assurance (LQA) service standards.
• Participate in service audits, quality assurance initiatives, and continuous improvement efforts.
• Maintain regular attendance and punctuality in accordance with hotel scheduling requirements.
• Maintain professional appearance and grooming standards, including proper uniform and name tag.

Marginal Functions

• Assist other Front Office colleagues during periods of high business volume.
• Assist with lobby organization and presentation throughout the day.
• Participate in ongoing training and departmental meetings.
• Perform additional duties as assigned by management.

The hourly start rate is USD $19.79, with the opportunity to earn additional income through guest gratuities.

Qualifications

Education

• High school diploma or equivalent preferred.
• Previous hospitality, luxury hotel, or guest service experience preferred.
• Previous customer service experience required.

Tools and Equipment

• Bell carts
• Luggage storage systems
• Radio communication devices
• Telephone
• Delivery equipment

Physical Requirements

• Long hours may occasionally be required.
• Heavy work—exerting up to 75 pounds of force occasionally and/or up to 50 pounds of force frequently to lift, carry, push, pull, or otherwise move luggage and equipment.
• Ability to stand and walk for extended periods throughout the shift.
• Ability to frequently bend, stoop, kneel, reach, climb stairs, and maneuver luggage carts safely.
• Ability to work indoors and outdoors in varying weather conditions.

Mental Requirements

• Communicate information clearly, professionally, and courteously.
• Maintain composure while working in a fast-paced luxury hotel environment.
• Prioritize multiple guest requests while maintaining attention to detail.
• Remain calm and solution-oriented during stressful situations.

Other Abilities, Skills, and Knowledge

• Outstanding guest service and interpersonal skills.
• Excellent verbal communication and professional presentation.
• Strong problem-solving abilities.
• Knowledge of hotel services, amenities, outlets, and operating hours.
• Knowledge of Boston attractions, restaurants, transportation, and local points of interest preferred.
• Ability to maintain confidentiality and professionalism.
• Highly responsible, dependable, and reliable.
• Ability to work independently and collaboratively within a team.
• Ability to work a flexible schedule, including mornings, evenings, weekends, holidays, and overnight shifts.
• Must possess basic reading, writing, and mathematical skills.

Additional Information

All your information will be kept confidential according to EEO guidelines.