Bell Attendant

Role Overview

Bell Attendant at Accor. The role is based at an Accor hotel property.

Company Overview

Accor is a worldwide leader in hospitality. The company welcomes employees as they are and supports growth and learning every day, offering opportunities to explore Accor's limitless possibilities across multiple brands and properties worldwide.

Role Purpose

The Bell Attendant manages guest luggage, parking, room escorts, and concierge desk operations to ensure efficient, safe, and courteous service throughout the guest journey from arrival through departure.

Key Responsibilities

Guest Services & Escorting

• Greet all guests on arrival and departure of the hotel and escort each individual to the right direction.
• Escort guests to their rooms and explain hotel facilities to first-time guests.
• Explain room facilities including how lights and TV function, safe, AC, and fire exit location.
• Ensure luggage is placed for guest to unpack.
• Provide friendly and courteous service to guests and respond promptly to all requests and inquiries at all times.
• Maintain continuous contact with hotel guests to ensure that any problem or complaint is handled efficiently and courteously.

Luggage & Baggage Management

• Ensure the prompt and efficient handling of all guest luggage on arrival, during stay, departure, and in the luggage store.
• Ensure safety and security of guest luggage.
• Assure that every luggage is covered with a baggage claim tag.
• Coordinate with Front Office to ensure that payment of guest folios is protected at all times, vis-à-vis scanty baggage procedure and release of guest bags on departure.

Parking & Transportation

• Park guests and visitors vehicles in the designated hotel parking area.
• Arrange all guest transportation requests including limousine service, shuttle bus, and car rental with coordination with the rent-a-car agent available in the hotel.

Guest Communications & Services

• Handle issuance of guest room key cards and ensure effective control for guest security.
• Handle telephone calls at the Concierge desk.
• Ensure prompt and efficient message, newspaper, parcels, and package deliveries to guests as per hotel policy.
• Practices suggestive selling and familiarize guests with hotel facilities.

Complaint & Issue Resolution

• Resolve guest complaints and requests and liaise with the department concerned to ensure immediate follow-up.
• Report any unusual occurrences or requests to the Concierge desk.
• Handle guest complaints and report to manager.

Concierge Desk Operations

• Responsible for the efficient, clean, safe, and hygienic maintenance of the Concierge Desk area.
• Responsible for lobby paging services under the supervision of Concierge.
• Review log book, verify outstanding items, and follow up on pending items.
• Identify any special assignments for the day.
• Check hotel situation, occupancy, functions, groups, and VIPs.
• File daily concierge desk report and documents systematically under the supervision of Concierge.
• Review and update logbook.
• Check equipment.
• At the end of the shift or the day, communicate all information that the next shift needs to know for well-running operations.

Compliance & Safety

• Be aware of the hotel accident prevention policies.
• Be aware of fire and first aid procedures.
• Maintains accurate records and documentation as per operational and organizational requirements.
• Report regularly on happenings to Assistant FO/FOM.
• Be fully aware of the Talk of the Walk for the day.

Professional Standards

• Be smart, well-groomed, and maintain a friendly and cheerful disposition at all times.
• Maintain proper grooming at all times.
• Be fully aware of daily activities and have product knowledge of all hotel facilities.
• Show fullest cooperation and respect within the team and other departments.
• Attend training classes as per schedule.

Qualifications & Experience

• University Degree in any field.
• Minimum 1 year in a similar role in a 4–5 star hotel.

Skills & Competencies

• Guest service and hospitality.
• Luggage and baggage handling.
• Communication and interpersonal skills.
• Problem-solving and complaint resolution.
• Organization and record-keeping.
• Telephone and message handling.
• Transportation coordination.
• Teamwork and cooperation.

Additional Information

• Employee benefit card offering discounted rates at Accor worldwide.
• Learning programs through Accor Academies.
• Opportunity to develop talent and grow within your property and across the world.