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, ensuring that existing Hilton Honors members receive personal and professional service that recognizes them as important guests and that their benefits are received.
- 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
- Comprehensive benefits package
- Competitive salary
- Opportunities for career growth and development
