Bellman

Roles and responsibilities

• Act as a hotel “ambassador” at all times.
• Deliver luggage to the guest room within 7 minutes.
• Ability to exert physical effort in placing, removing and transporting guest luggage.
• Deliver messages, packages and facsimiles within 7 minutes of receipt.
• Deliver newspapers to all guest rooms.
• Remove luggage from guest rooms upon check out
• Answer department telephone within 4 rings, using correct salutations and telephone etiquette.
• Deliver items to guestrooms promptly to include: Messages, Mail & Faxes, Packages, Flowers, Sundry items requested by guests, and Gift items & Amenities
• Polish brass luggage carts and maintain cleanliness of carts.
• Ability to perform job functions with minimal supervision.
• Ability to work cohesively with other departments and colleagues as part of a team.
• Ability to be flexible as the job changes.
• Obtain department keys and radio / phone; ensure security of such.
• Be familiar with the entire room product including IT&T equipment
• Be familiar with all hotel services including spa and dining.
• Initiate contact with guests entering the hotel.
• Approach guests needing assistance.
• Ability to ensure security of guestroom access.
• Ability to understand guest inquiries and provide responses.
• Ability to focus attention on guest needs, remaining calm and courteous.
• Actively listen and communicate specific guest requests accurately to the Concierge, Reception and Telecommunications colleagues to ensure complete follow up
• Ability to promote positive relations with all individuals who approach the Bell Stand and by telephone
• Assist Door Person with unloading and loading of vehicles.
• Collect and record guest preferences.
• Follow requirements in terms of logbooks, control sheets, etc.
• Other duties as deemed appropriate by the Chief Concierge and Assistant Chief Concierge
• Ability to work flexible hours, including weekends, holidays and evenings.
• Provide guestroom and hotel tours.
• Assist Concierge Colleagues with guest requests and services, including retrieval of theatre tickets, flowers and other items as requested.
• Ensure customer satisfaction from arrival to departure in accordance to the MOHG Legendary Quality Experiences (LQEs), the MOHG Pillars and the respective service standards of MOQA.
• Follow all the FLHSS&E requirements and procedures

Desired candidate profile

1. Attention to Detail

• Thorough Cleaning: Ensuring all areas of the guest room (including bathrooms, beds, floors, and furniture) are cleaned and maintained to the highest standards.
• Spotting Issues: Noticing any maintenance issues (e.g., broken fixtures, stains, etc.) and reporting them to the appropriate department.

2. Time Management

• Efficiency: Ability to clean rooms quickly and efficiently while maintaining a high level of quality.
• Prioritization: Managing time effectively to ensure that rooms are cleaned and ready for new guests or at scheduled times (especially in high-turnover environments).
• Multitasking: Handling multiple tasks at once, such as dusting, changing linens, vacuuming, and replenishing toiletries.

3. Physical Stamina and Endurance

• Manual Labor: The role often involves physical tasks like lifting heavy items (such as mattresses or laundry), bending, and standing for long periods.
• Endurance: Ability to handle repetitive tasks efficiently, such as making beds, cleaning bathrooms, and vacuuming rooms.

4. Organization and Systematic Work Approach

• Room Preparation: Ensuring each guest room is prepared according to the specific standards of the hotel or resort (e.g., making beds, replacing linens, replenishing toiletries).
• Stock Management: Keeping track of housekeeping supplies (e.g., towels, toiletries, cleaning products) and ensuring rooms are stocked properly.
• Cleaning Equipment Use: Knowledge of how to use cleaning equipment like vacuums, mops, and floor scrubbers, and ensuring that equipment is maintained and in good working condition.

5. Guest Service Orientation

• Friendly Attitude: Demonstrating a welcoming, respectful, and professional demeanor when interacting with guests or colleagues.
• Handling Guest Requests: Responding to guest requests for additional items (e.g., extra pillows, towels, or special amenities) quickly and efficiently.
• Confidentiality and Respect: Being aware of guest privacy, and ensuring that all guest items are handled with care.