Bell Boy

Greets and escorts guests upon arrival and during check-out process

• Assists all arriving and departing guests.
• Ensure a smooth flow of traffic in front of the hotel.
• Unload and load luggage from vehicles when required.  Check taxis and guest vehicles for any luggage left behind.
• Welcomes guest and assists with baggage to the front desk
• Escorts guests to their room; places baggage in the room
• Inspects guest room for order and adequate supplies and describes amenities to guest
• Leaves guest with room key and welcome card
• Assists guests with their luggage throughout their stay
• Stores luggage and issues claim checks as requested
• Facilitate prompt customer check-out by assisting with guest luggage from room when requested.
• Arranges taxis for guests when required.
• Always have an umbrella accessible to assist guests to and from the entrance and their vehicle when required.
• Promotes the hotel by inviting guests to come again.
Assists guests throughout their stay

• Provide courteous and prompt service to guest requests and enquiries.
• Keep up to date with any changes to facilities within the hotel
• Provide guests with a vast knowledge of city attractions and activities.
• Promotes the hotel and area services and attractions
• Responds to customer inquiries for information
• Arranges for local ground transportation
• Delivers phone messages, mail or packages, faxes, flowers, etc. to guest rooms
• Collects and returns outgoing laundry and dry cleaning
• Pages customers in lobby or other areas of hotel as needed
Maintains the upkeep and appearance of the hotel lobby and entrance

• Maintains the upkeep and appearance of the hotel lobby and entrance, performing light cleaning as required.
• Maintains newspaper stands.
• Replaces promotional items as needed.
• Perform other duties as required by Chief Concierge, Executive Assistant Manager or any other duty managers.
Contributes to the overall security of the hotel by reporting unusual occurrences to security:

• Reports entrance of un authorised, undesirable or suspicious people to Manager on Duty.
• Notifies security of potential security problems with customers.
• Turns lost articles to ‘Lost Property’.
• Exhibits knowledge of all hotel emergency procedures.
• Keeps entrance clear of cars.
• Reports burnt out lights and dysfunctional elevators to Engineering.
• Ensure hotel vehicles are well maintained.
Creates 100% guest satisfaction by providing the Yes I Can! experience through performance that demonstrates the standards of, genuine hospitality and exceeding guest expectations

• Gives personal attention, takes personal responsibility and uses teamwork when providing guest service
• Listens, apologizes with empathy, finds a solution and follows through when resolving guest problems
• Provides Yes I Can! genuine hospitality and teamwork on an ongoing basis
• Assumes the responsibility to notice when the guest is not satisfied and uses their best judgment as to when it is appropriate to use the 100% Guest Satisfaction
• Performs other duties required to provide the service brand behavior and genuine hospitality
Adheres to hotel policies and procedures:

• Attends work on time and as scheduled.
• Follows hotel grooming, hygiene and dress standards.
• Minimise safety hazards by following all safety rules and procedures.
• Keeps immediate manager promptly and fully informed of all problems or unusual matters of significance.
• Performs all duties and responsibilities in a timely and efficient manner in accordance with established company policies and procedures to achieve the overall objectives of this position.

Function: Customer Service
Experience Level: Associate