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.
- Agree on and implement actions to make improvements to customer service.
- Promote Hilton Honors and its associated benefits to guests who are not already enrolled in the program.
- Positively deal with and learn from customers' 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.
- Ensure that the concierge team escorts guests to their rooms, hotel facilities and room features are explained, and luggage is delivered in a prompt manner.
- Take an active role in the Concierge team, ensuring effective communication and work as a team in order to reach goals and targets.
- Handle complaints promptly and efficiently, taking the necessary action, and informing the Guest Service Manager to follow-up where appropriate.
- Follow-up with all guests to ensure satisfaction with problem resolution (service recovery).
- 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 arrangements for transportation and that they are invited back and bid farewell.
- Manage the storage and organization of guests' luggage in a safe and secure, organized and systemized way.
- Ensure that the concierge team maintains the lobby appearance to be neat and tidy, and that public areas are cleaned when necessary.
- Responsible for ensuring hotel materials are well stocked and information is available to guests.
- Knowledgeable of the hotel's facilities and services as well as basic knowledge of Hilton.
- 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.
- Monitor the sale of postage stamps, telephone cards and other items, maintaining a cash float.
- Ensure that ticket reconfirmation, safari bookings and guest reservations are correctly carried out when required.
- Ensure appropriate handling and delivering of messages, receive and distribute packages, manage the daily post and correspondence of both guests and the hotel.
- Know well the hotel transportation arrangements, ensuring that pick-ups and drop-offs are completed on time.
- 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.
- Implement and follow through with improvements identified.
- Plan ahead and ensure adequate resources are available.
- Ensure the shift is reviewed, handovers and briefings are carried out.
- Maintain in-depth technical knowledge and skills required for the job.
- Maintain guest histories to assist with returning guests.
- Attend and participate in regular operational and hotel meetings.
- Understand the goals of the hotel and the department's role in achieving it, communicating goals to the team.
- Get members of the team to work cooperatively with others.
- Be aware of potential highs and lows in the business.
- Create and implement sales promotions and team member incentives as per discussion with the Front Office Management.
- Create an environment where 'everyone sells'.
- Forecast potential revenue costs.
- Follow company control procedures.
- Control costs without compromising standards.
- Regularly review individual performance against objectives and provide feedback.
- Participate in annual appraisals in accordance with legal and hotel guidelines, identifying individual training needs.
- Understand relevant Health & Safety legislations and their implications on the operation of the department.
- Communicate to the team their responsibilities within Health & Safety.
- Ensure that safe and healthy working practices are implemented at all times
- Ensure that all reporting and servicing deadlines are met on a timely basis.
- Adhere to the hotel's security and emergency policies and procedures.
- Carry out any other reasonable duties and responsibilities as assigned.
Benefits
- Complimentary hotel stays
- Dining discounts
- Transportation benefits
