Located two blocks from Bryant Park, Refinery Hotel is a luxury hotel in Midtown Manhattan’s
Garment District. While our home in the 1912 Colony Arcade building gives us a long history,
our stylish loft rooms, acclaimed Parker & Quinn restaurant, and trendsetting Refinery Rooftop
bar create a fashionable refuge for locals and cultured visitors in present-day New York.
As a Bell/Door Person you will be responsible for genuinely caring about our guest; assisting
with arrivals and departures, making strong emotional connections by providing a guest
tailored service at all times. To provide efficient, prompt and courteous assistance with luggage,
rooming and guest relations to guests under the direction of the Director of Front Office, in line
with The Refinery guidelines and service concepts.
Communicates effectively and genuinely with guests, team members and other
Maintains a friendly and caring demeanor at all times in a fast pace environment.
Maintains a professional image at all times that falls within the hotel and company guidelines
for appearance and dress.
Demonstrates team work by co-operating and assisting colleagues as needed.
Greets and welcomes every guest upon arrival.
Becomes informed of events/functions in the hotel during shifts.
Is able to find Tailored Unique and Sophisticated solutions. (Hugs the guest)
Promotes hotel services, facilities and outlets, provide guest with information such as local
attractions and directions, using The Refinery Report to increase guest satisfaction.
Resolves guest complaints to the satisfaction of the customer by being guest centric, friendly
and caring. Communicates to Management any problem, complaint or unhappy guest.
Is intuitive to guest needs, anticipates needs in job performance, being proactive instead of
Responds quickly to all guest requests in a caring friendly and professional manner,
consistently follow up to ensure guest satisfaction that meets and exceed our services
Stays current with developments in the hotel by reviewing the communication log book each
shift; updates log book for next shifts as well as communicate effectively the policies and
procedures to other team members of the hotel
Has knowledge of and assist in all emergency procedures as required.
Attends all mandatory meetings and training classes.
Has knowledge of the names, titles and positions of key people within the hotel.
Has knowledge of the hotel surrounded area, such a pharmacy, theaters, Public
Transportation, Retail, and Restaurants etc.
Completes all checklists as assigned.
Rooms guest using the bellman script for informing guest about the hotel and our facilities
Inspects guest room for order and adequate supplies and uniforms guests of room amenities
Delivers faxes, messages, packages and flowers for guests, and undertakes any other
requests to ensure their comfort
Collects and returns outgoing guest laundry and dry cleaning
Maintains the appearance of the hotel lobby
Refills and replaces promotional material as needed
Performs light cleaning in the lobby, corridors and entrances by picking up litter, emptying
ashtrays and properly arranging furniture
Observes any maintenance or housekeeping needs in corridors, lobby and guest rooms and
reports needs to Front Office Supervisor
Keeps luggage storage room clean and organized
Has knowledge of all in-house and city functions which management provides in order to
answer guest inquires quickly and knowledgeably
Is aware of daily group arrivals and departures
Ensures the efficient delivery and collection of group luggage
Assists guests to bring luggage from room to hotel entrance
Facilitates prompt check-out by assisting guests
Stores and receives luggage when requested; issues completed claim checks to guests when
Any and all other duties deemed necessary by a member of management.
Be involved in departmental meetings and committees.
Strong customer service skills
Guest centric oriented
Knowledge about the area
Attention to detail
Planning and organizational ability
Able to work nights, weekends and holidays when business needs dictates.
Able to work in fast paced, stressful environment.
Able to exert up to 50 lbs of force frequently.
Ability to stand during the entire shift.
Strong Oral communication skills
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.
Considerable repetitive motion of hands and wrists as it relates to the use of computer
keyboards is possible.
Heavy work - Exerting up to 100 pounds of force occasionally, and /or 50 pounds of
force frequently and/or up to 20 pounds of force constantly to lift, carry, push, pull or
otherwise move objects.
Ability to stand during entire shift.
Maintain regular attendance in compliance with Refinery Hotel Standards, as required
by scheduling, which will vary according to the needs of the hotel.
Comply with Refinery Hotel Standards and regulations to encourage safe and efficient
hotel operations. Must be able to understand and apply complex information, data, etc.
from various sources to meet appropriate objectives.
Must be able to cross-train in other hotel related areas.
Must be able to maintain confidentiality of information.
Must be able to show initiative, including anticipating guest or operational needs.
Must be effective at listening to, understanding, and clarifying concerns raised by
employees and guests.
Must be able to multitask and prioritize departmental functions to meet deadlines.
Attend all hotel required meetings and training's.
At least 1-2 years of experience in hospitality or a related field; at least 1 years Front
Fluency in multiple languages a plus.
Must be able to effectively communicate both verbally and written, with all level of
employees and guests in an attentive, friendly, courteous and service oriented manner.
Maintain high standards of personal appearance and grooming, which include wearing the
proper uniform and hotel branded pin (specific standards available).
This job description is not intended to detail every aspect of your job or list every task you
may perform. It is provided as a general overview of the responsibilities and skills required to
do this job successfully.
63 W 38TH STREET, NEW YORK, NY 10018
HOTEL & RESERVATIONS: 646.664.0310