Bell Services Agent

JOB OVERVIEW

Responsible for receiving and ensuring correct delivery of guest’s luggage to and from rooms, airport and cars and assists all guests with inquiries and requests. The Bellman performs various errands related to guest’s needs, comfort and satisfaction.

At Holiday Inn® we want our guests to relax and be themselves which means we need team members to:

• Be you – by being natural, professional and personable in the way you are with people
• Get ready – by taking notice and using your knowledge so that you are prepared for anything
• Show you care – by being thoughtful in the way you welcome and connect with guests
• Take action – by showing initiative, taking ownership and going the extra mile

DUTIES AND RESPONSIBILITIES

PEOPLE:

• Help other employees in department, replacing them temporarily when necessary

GUEST EXPERIENCE:

• Assist with heavy packages, coats, suitcase, etc. being alert to give assistance courteously and quickly, before having to be asked
• Prepare newspaper orders and co-ordinates with news vendor for early delivery. Supervises Bellman for newspaper deliver Maintain a willingness to please attitude and give undivided attention to any approaching guest
• Adhere to guest checking in and checking out procedures pertaining to baggage handling
• Welcome guests at the main entrance, offering the greeting appropriate to the time of day taking particular note of repeat guests and Priority Club members
• Assist arriving and departing guests by opening and closing car and taxi doors
• Maintain a spotless Porte Cochere and Drive way
• Guide the guest to the Front Desk and wait behind the guest during the check-in. Keep eyes on the Front Desk Clerk who provides the signal for you to step forward and receive the room and rooming booklet from the Front Desk Clerk. Without delay, escort the guests accordingly.
• Be familiar with the layout of the hotel and memorize the preferred route for escorting guests
• Room the guest in accordance with hotel standards
• Provide information to guests about the hotel facilities and services
• Provide guest services and guidance
• Learn and utilize names of guests, especially repeat and long staying guests and routinely greet guests as they pass through the lobby, remaining alert to situations where he can be of assistance to guests
• Maintain a well groomed hair style and wear clean, shiny well polished shoes and a neat uniform while on duty
• Keep the lobby clean and tidy, informing the Concierge or Bell Captain if it needs major cleaning
• Upon arrival of newspaper, prepare them and deliver them to guest rooms as assigned by the Bell Captain
• Arrange transport and coordinate luggage

RESPONSIBLE BUSINESS:

• Be familiar with the lift workings and emergency stairs
• Keep the baggage room clean and in order before going off duty on each shift
• Use the Duty Log to document matters of importance
• Operate Communicates equipment
• Manage the key system securely
• Demonstrate Awareness of OH&S policies and procedures and ensure all procedures are conducted safely and within OH&S guidelines
• Be aware of duty of care and adhere to occupational, health and safety legislation, policies and procedures
• Be familiar with property safety, first aid and fire and emergency procedures and operate equipment safely and sensibly
• Initiate action to correct a hazardous situation and notify supervisors of potential dangers
• Log security incidents and accidents in accordance with hotel requirements

QUALIFICATIONS AND REQUIREMENTS

High School or Vocational Certificate in Hotel Administration, Hotel Management or equivalent, with 6 months’ experience in guest service or customer service, or an equivalent combination of education and experience.

Communication skills are utilized a significant amount of time when interacting with others; demonstrated ability to interact with customers, employees and third parties that reflects highly on the hotel, the brand and the Company. Able to read and write English.