Bellman

Your Day To Day

• Assist with heavy packages, coats, suitcase, etc. Being alert to give assistance courteously and quickly, before having to be asked.
• Maintain a willingness to please attitude and give undivided attention to any approaching guest.
• Adhere to guest checking in and checking out procedures pertaining to baggage handling.
• Welcome guests at the main entrance, offering the greeting appropriate to the time of day taking particular note of repeat guests and IHG One Rewards members.
• Assist arriving and departing guests by opening and closing car and taxi doors.
• Maintain a spotless Porte Cochere and Drive way.
• Escort the guest to the Front Desk for check in and escort the guest to the room after the check in process. Be familiar with the layout of the hotel, room and memorize the preferred route for escorting guests.
• Room the guest in accordance with hotel standards.
• Be familiar with the lift workings and emergency stairs.
• Provide information to guests about the hotel facilities and services.
• 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, remaining alert to situations where he can be of assistance to guests.
• Keep the lobby clean and tidy, informing the Concierge or Bell Captain if it needs major cleaning.
• Maintain a well-groomed hair style and wear clean, shiny well-polished shoes and a neat uniform while on duty.
• Help other employees in department, replacing them temporarily when necessary.
• Keep the baggage room clean and in order before going off duty on each shift.
• Use the Duty Log to document matters of importance.
• Operate Communicates equipment.
• Manage the key system securely.
• Ensure all found items are promptly logged and handed over to the Lost and Found department following hotel procedures.
• Coordinate baggage handling efficiently for group bookings, ensuring timely delivery and pickup of luggage.
• Assist in providing directions, arranging tours, or booking transportation for guests upon request.
• Monitor public areas such as the lobby, driveway, and baggage storage for any safety or security concerns and report them to the appropriate department.
• Ensure the lobby area remains inviting by attending to seating arrangements, temperature control, and assisting with any special arrangements.
• Deliver messages, packages, or other items to guest rooms or other hotel areas as instructed.
• Observe guest reactions and feedback, and promptly inform the Duty Manager, Bell Captain or Concierge of any issues or special requests.
• Assist with pre-arrival arrangements for VIPs, ensuring a smooth and welcoming experience.
• Be prepared to assist guests and staff in case of emergencies, such as evacuations or first aid, following hotel protocols.

What We Need 

• 6 months experience in guest service or customer service, or an equivalent combination of education and experience.
• High School or Vocational Certificate  in Hotel Administration, Hotel Management or equivalent
• Communication skills are utilized a significant amount of time when interacting with others; demonstrated ability to interact with customers, employees and third parties that reflects highly on the hotel, the brand and the Company.
• Able to read and write English.

How Do I Deliver This?

We genuinely care about people and we show this through living out our promise of True Hospitality each and every day. It’s what connects every colleague in all IHG^® hotels.

Each IHG® hotel brand delivers True Hospitality in their own way, and at the heart of it all are specific, core service skills.

• True Attitude: being caring, wanting to make a positive difference, and building genuine connections with guests.
• True Confidence: having the knowledge and skills to perform your role, and giving guests the confidence that they can trust you, to help and support them during their stay.
• True Listening: focusing on what your guest is saying, picking up on body language that is often overlooked, and understanding what the guest wants and needs.
• True Responsiveness: is about providing guests with what they need, and doing so in a timely and caring manner.

There’s so much more to the job than we can capture here. It’s simply about creating great experiences, doing the right thing and understanding people.