The Runner is responsible for delivering all packages, dry cleaning, food deliveries and any other item requested to be picked up/delivered within the Residences Department.
What will I be doing?
Specifically, you would be responsible for performing the following tasks to the highest standards:
The Runner is responsible for the overall logistics and coordination of all deliveries to the Residences while documenting all transactions on the Building Link platform. The Runner will ensure the Residents satisfaction including initiating contact with the Residents when needed and entering the Residential units for some deliveries as needed.
Department Job Functions:
Provide excellent service consistent with the property's core service standards and brand attributes
Meet the demands of a fast-paced environment by using good judgment and the ability to multi-task, ability to think clearly, quickly, maintains concentration and makes concise decisions
The ability to focus and pay attention to detail
Proactively greet, interact, and assist staff in a professional manner to foster and promote a cooperative and harmonious work environment
Perform all duties as deemed necessary for the success of the department
Be knowledgeable of Department Residences and Hotel goals
Maintain complete knowledge and comply with all residential and hotel departmental policies and procedures
Practice teamwork, create a positive work environment, greet fellow employees and thank them when they lend assistance
Maintain complete knowledge of and comply with all departmental policies, procedures, and standards
Proactively seek to provide refined luxury service ensuring Resident satisfaction
Be familiar with all hotel services/features and local attractions/activities to respond to Resident inquiries accurately
Be knowledgeable of Hotel and Residential information to answer guest/resident inquiries
Serve as ambassadors of the property by being the first point of Resident contact
Ability to focus attention on Resident needs, remaining calm and courteous
Maintain positive Resident relations at all times
Anticipate Residents' needs, respond promptly and acknowledge all Residents, however busy and whatever time of day
An ability to understand the Residents' inquiries and provide responses
An ability to maintain the confidentiality of all Residential guest information and pertinent hotel data
Accommodate all Residents requests expediently and courteously. Follow up with designated Residential or hotel personnel to ensure completion of request
Own all requests and complaints; resolve issues immediately and follow up to ensure the Resident's satisfaction
Document Residents' requests for Concierge or Valet assistance
Maintain complete knowledge of web based Building Link platform to properly document all deliveries
Protect and utilize Hotel assets in a responsible and professional manner
• Maintain knowledge of:
Scheduled daily activities
Daily arrivals/departures
Hours of operation for each outlet
Features and services provided by the Hotel and Residences
Picking up and delivering residential packages from Fedex, UPS, Fedex Ground GSO, OnTrack, DHL, Certified Mail, etc.
Picking up and delivering dry cleaning from Al Phillips and Tiffany's to and from valet closets for floors 24-47, check dry cleaning manifest for quality control
Escort Sparklett's water delivery to every floor as needed.
Assist with shoe shine requests
Assist in deliveries from front desk to valet closet/unit
Picking up outgoing packages created by concierge and delivering to the loading dock
Assist with creating comb binds, stamping and stuffing HOA envelopes
Escort any residential guests when necessary
Assist in miscellaneous errands as needed
Assist with contractor escorts as needed, all vendors must be checked in and badged with Security prior to being shown to their designated work space
Check in with Concierge daily for any missing parcels and packager or requests made by a Resident in addition, check for any outgoing parcels and packages that need to be taken down to purchasing department and processed.
Check all parcels and packages for quality control of items left behind or received after employee's shift ended for the previous day. Priority should be to close out any previous packages properly in Building Link and delivered prior to moving onto current deliveries
The Runner has 23 floors to deliver packages daily while also delivering and picking up from front desk, back of house and loading docks
What are we looking for?
Since being founded in 1919, Hilton has been a leader in the hospitality industry. Today, Hilton remains a beacon of innovation, quality, and success. This continued leadership is the result of our Team Members staying true to our Vision, Mission, and Values. Specifically, we look for demonstration of these Values:
Hospitality - We're passionate about delivering exceptional guest experiences.
Integrity - We do the right thing, all the time.
Leadership - We're leaders in our industry and in our communities.
Teamwork - We're team players in everything we do.
Ownership - We're the owners of our actions and decisions.
Now - We operate with a sense of urgency and discipline
In addition, we look for the demonstration of the following key attributes:
Quality
Productivity
Dependability
Customer Focus
Adaptability
Requirements: Mandatory
Professional appearance and demeanor
Two years previous experience as a houseperson/runner within a hotel or public/office building
Strong written and verbal communication skills in the English language
Team Oriented
Possess a pleasant and outgoing personality .
Attention to Detail
Multi task in various situations
The ability to work well in a team environment
Perform job functions with attention to detail, speed, and accuracy
Excellent time management and organizational skills
Be a clear thinker, remaining calm and resolving problems using good judgment
Follow directions thoroughly
Understand guest service needs
Work cohesively with co-workers as part of a team
Work with minimal supervision
Maintain confidentiality of Resident information and pertinent hotel data
Ability to work varied shifts, including weekends and holidays
Able to lift up to 50 lbs
Able to stand and walk for extended periods of time
Requirements: Desirable
Experience in a luxury hospitality or residential environment
Experience in hospitality applications such as Building Link or any delivery logistics platform
Each of the items listed is considered an essential function of the position. However, the duties, responsibilities and requirements presented in this job description are intended to be broad based and high level and should not be construed as an exhaustive list of all roles or responsibilities for the position. The Company reserves the right to alter the duties and responsibilities of the position.
It is Company policy to comply with the Americans with Disabilities Act, including by providing reasonable accommodations that do not constitute an undue hardship on the Company. Employees or applicants should direct requests for accommodation to Director of Human Resources.
What will it be like to work for Hilton?
Hilton is the leading global hospitality company, spanning the lodging sector from luxurious full-service hotels and resorts to extended-stay suites and mid-priced hotels. For nearly a century, Hilton has offered business and leisure travelers the finest in accommodations, service, amenities and value. Hilton is dedicated to continuing its tradition of providing exceptional guest experiences across its global brands . Our vision "to fill the earth with the light and warmth of hospitality" unites us as a team to create remarkable hospitality experiences around the world every day. And, our amazing Team Members are at the heart of it all!
