The Bellman organizes and coordinates the concierge services to ensure that each guest experiences a memorable stay from arrival, during the stay, through to departure, in line with Hilton and hotel policies and procedures.
Requirements
- Actively seek verbal feedback from customers.
- Promote Hilton Honors and its associated benefits to guests who are not already enrolled in the program.
- Positively manage guests' complaints and comments with follow-up and feedback to the Front Office Manager.
- Make sure all customer requests and queries are responded to promptly and effectively, adhering to Hilton brand standards.
- Be proactive towards customers, assisting them with any reasonable requests.
- Escort guests to their rooms and deliver their luggage promptly
- Assist them with explaining the hotel facilities and room features.
- Facilitate a prompt departure for all guests by ensuring that their luggage is brought from their rooms promptly when requested or offer assistance when in the lobby.
- Ensure that all guests are offered help to make transportation arrangements.
- Manage the storage and organization of guests' luggage in a safe and secure, organized and systemized way.
- Responsible for ensuring hotel materials are well-stocked and information is available to guests.
- Up to date with information and have detailed knowledge of facilities, attractions, places of interests, sights and activities in and around the hotel, imparting this knowledge to other team members.
- Ensure appropriate handling and delivering of messages, receive and distribute packages, manage the daily post and correspondence of both guests and the hotel.
- Input information into ONQ regarding guests, ensuring accuracy, all details are completed, and that the information can be clearly understood by other team members.
- Have detailed knowledge of departmental standards and Hilton brand standards.
- Ensure the shift is reviewed, handovers and briefings are carried out.
- Maintain guest histories to assist with returning guests.
- Attend and participate in regular operational and hotel meetings.
- Create and implement sales promotions and team member incentives as per discussion with the Front Office Management.
- Understand relevant Health & Safety legislations and its implications on the operation of the department.
- Adhere to the hotel’s security and emergency policies and procedures.
- Carry out any other reasonable duties and responsibilities as assigned.
Benefits
