Bellman

Role Overview

Bellman at Fa Evax Saasfaprod1. This role delivers guest services and support at the hotel entrance and throughout the property, ensuring exceptional arrival and departure experiences.

Role Purpose

To welcome, assist, and guide guests at arrival and departure, manage baggage and packages, maintain the entrance and lobby areas, and provide knowledgeable, attentive service that reflects hotel standards and industry expectations.

Key Responsibilities

Guest Experience

• Welcome guests at the main entrance with greetings appropriate to the time of day, paying particular attention to repeat guests and Priority Club members.
• Guide guests to the Front Desk and wait behind them during check-in, watching for the Front Desk Clerk's signal to step forward and receive the room and rooming booklet.
• Escort guests to their rooms in accordance with hotel standards.
• 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.
• Remain alert to situations where assistance can be offered to guests.
• Adhere to guest checking-in and checking-out procedures pertaining to baggage handling.
• Assist arriving and departing guests by opening and closing car and taxi doors.
• Arrange transport and coordinate luggage.

Operations

• Assist with heavy packages, coats, suitcases, and other items, offering assistance courteously and quickly before being asked.
• Maintain a spotless porte and driveway.
• Be familiar with the layout of the hotel and memorize the preferred route for escorting guests.
• Be familiar with lift workings and emergency stairs.
• Keep the lobby clean and tidy, informing the Concierge or Bell Captain if major cleaning is needed.
• Keep the baggage room clean and in order before going off duty on each shift.
• Upon arrival of newspapers, prepare them and deliver them to guest rooms as assigned by the Bell Captain.
• Use the Duty Log to document matters of importance.
• Manage the key system securely.
• Operate communications equipment.

Service Standards

• Maintain a willingness to please attitude and give undivided attention to any approaching guest.
• Provide information to guests about hotel facilities and services.
• Demonstrate a service attitude in accordance with industry expectations and company standards.
• Be attentive to guests.
• Accurately and promptly fulfill guest requests.
• Anticipate guest needs.
• Maintain a high level of knowledge that affects the guest experience.
• Take appropriate action to resolve guest complaints.
• Extend service attributes to all internal customers.
• Appreciate the dynamic nature of the hotel industry.

Personal Presentation

• Maintain a well-groomed hairstyle.
• Wear clean, shiny, well-polished shoes and a neat uniform while on duty.

People & Development

• Help other employees in the department, replacing them temporarily when necessary.
• Participate in developmental programs.
• Take initiative to participate in CSR events and other related colleagues' events at the hotel to promote the reputation of the department and the hotel.
• Actively participate in training and development programs and maximize opportunities for self-development.
• Involve with the team to save costs in all possible areas of work and in the department.

Compliance

• Comply with Time and Attendance Policies.