POSITION SUMMARY:
In accordance with the policies, procedures and standards of Melco Resorts Leisure Philippines the Bellman is accountable for acknowledging, welcoming, bidding farewell, and greet with a smile all guests and visitors of the hotel in front of the hotel and lobby,
assisting guests with the delivery and pick-up of luggage, parcels, and messages ensuring maximum guest satisfaction and maintaining professional standards of services. They will also need to able to provide guests relevant information about events and attractions in the hotel.
PRIMARY RESPONSIBILITIES:
1. Posts in designated lobby positions to ensure readiness to assist the guests.
2. Ensures the Bell area and lobby is maintained according to established service standards.
3. Inspects the lobby, main entrance and driveway areas ensuring that the cleanliness and orderliness are up to standard.
4. Builds relationships with guests to delight and gain loyalty.
5. Ensures all interactions with guests are handled professionally and with care adhering to hotel’s policies and procedures.
6. Engages with guests to obtain guest preferences and feedback.
7. Upsells guests by offering the services of other departments and divisions: laundry, spa, transportation, and restaurants.
8. Monitors the job escalations and closes each job transaction once done.
9. Establishes a rapport with guests, answers their queries and resolves problems arising from guest complaints in a timely manner and to the guest’s satisfaction.
10. Maintains updated and relevant information to handle guest inquiries.
11. Maintains all Forbes quality standards and procedures from guest’s pre-arrival, to guest’s arrival, to guests in-house to guest’s departure.
12. Tags, assists loading / unloading of luggage into vehicle at porte-cochere.
13. Ensures smooth handling/delivery of luggage, newspapers, parcels, messages, parks car as needed, and faces by checking guest’s name and room number.
14. Records all transactions in the appropriate log book including guest name, room number, time received and time completed.
15. Conducts room drops as required.
16. Conducts room moves as required.
17. Ensures luggage to be delivered to the guest room prior to the guest entering.
18. Confirms satisfaction of guests with room facilities while in the room to deliver guest luggage
19. Maintains the luggage storage room and long term storage rooms in a neat and orderly manner.
20. Parks and retrieves car as required (must have a valid driver’s license).
21. Ensures all bell carts and hand trolleys are cleaned after every shift.
22. Participates in group luggage handling, distributes to guest room and collects upon departure.
23. Verifies guest names before accessing a guest room.
24. Attends to daily briefings and monthly departmental meetings.
25. Ensures proper maintenance of all equipment in the Concierge areas.
26. Ensures timely reporting of malfunctioning or maintenance deficiencies to appropriate area.
27. Cooperates and coordinates with colleagues whenever necessary.
28. Maintains good relationships with colleagues and contributes to team spirit.
29. Interacts with other departments to provide additional or specialized guest services.
30. Communicates with fellow team members and departments to proactively service guests, minimize confusion and ensures guest requirements are satisfied.
31. Maintains current product knowledge of events and facilities of City of Dreams Manila to ensure guests receive accurate and timely information and advice. The Bellman is also required to maintain an awareness of events, activities, venues and places of interest to which they can refer guests.
32. Attends scheduled employee training and periodic reviews on generic hotel and departmental specific responsibilities.
33. Adheres to all Company policies and procedures.
34. Ensures master keys are handled with the utmost care to ensure the safety of our guests.
35. Remains able to lift minimum of 30 Kg and follows the correct safe manual handling and lifting techniques.
36. Remains able to stand for long periods of time.
37. Identifies and implements best practices both in the Concierge department work area as well as throughout the hotel.
38. Reduces waste materials and supplies by adhering to the Company’s guideline on re-using and recycling.
39. Conserves water and energy when possible.
40. Adheres to set procedures for attendance and timekeeping.
41. Participates in the Company’s Corporate Social Responsibility program.
42. Adheres to the established and specified uniform, grooming, hygiene and personal appearance standards.
43. Reports immediately and turns over lost and found articles to the Housekeeping office, following required procedures at all times.
44. Ensures and maintains confidentiality of all guest’s information and pertinent hotel data.
45. Reports accidents, injuries, unsafe work conditions and/or security issues to supervisors/Manager.
46. Assists the Hotel Emergency Response Team in responding to emergencies; involvement is guided and /or limited per Hotel’s Emergency Procedures.
47. Maintains the highest standard of professionalism, ethics, and attitude towards guests and colleagues.
48. Performs ability to work flexible hours including weekends, evenings, overnight, and public holidays.
49. Performs other reasonable job duties as assigned by supervisors from time to time.
QUALIFICATIONS:
I. Experience
1. No experience is necessary, while minimum 1 year previous experience is preferred in a 5 star luxury hotel, or similar.
II. Education
1. High school / College degree or equivalent professional training.
III. Skills / Competencies
1. Fluent in both written and spoken English
2. Ability to stand and/or walk for an extended period of time during the shift
3. Ability to work on overtime when needed
4. Ability to carry heavy items (luggage) without losing composure (minimum 30Kg)
5. Minimum height 5’10
6. Extrovert
7. Customer service-oriented
IV. Other Attributes
1. Ability to work on flexible shift including overnight, weekends and holiday on rotation basis.
2. Confident and with a pleasant and pleasing personality.