OBJECTIVE OF THE POSITION:
Under the general direction of the Assistant Front Office Manager and Front Office Manager, and within the limits of established Melia Hotels and local policies and procedures, oversees and directs all aspects of the Bell service and Transportation operations. As a team member, continually strives to deliver the highest quality of service to customers, whilst adhering to all legal rules, regulations, and guidelines of the hotel. Promote the desired work culture and values of trust, integrity and respect, following the Melia Brand ethos.
MAIN RESPONSIBILITIES
Supervise and control all the activities of Concierge and control the lobby.
To ensure luggage is promptly delivered to guest room.
Handle problems associated with guests and liaise with department heads or executive management in the absence of the Duty Manager.
Prepares efficient work schedule for Bell Services, arranging holidays and vacation, taking into consideration project occupancy and forecasts and any large group movements, especially those with early or late arrivals or departures
Responsible for the maintenance of the hotel information directory (function board) and ensures that the information shown in current and accurate at all times
Provide the training for all concierge team members to make sure that they following our Melia brand standard.
Ensure the lobby is always kept in an orderly fashion and that ashtrays are kept clean
Responsible for sorting and distributing guests and administrative mail and returning mail to the sender for forwarding mail.
Be prepared to recommend first and foremost the hotel’s own Food and Beverage outlets before any other, making himself totally familiar with the operating times and each outlets benefits.
To co- ordinate the arrival of guests to the hotel according to the hotel standard.
Provide information pertaining to all hotel services, local places of interests, restaurants, doctors, sightseeing tours and any other information likely to be of the interest to guests
Ensures that all bell staff are neat, clean and punctual at all times and that they perform the task assigned to them promptly and efficiently
Works with Superior and Human Resource Manager to ensure the departmental performance of staff is productive. Duties include:
- Assists in recruiting in line with company guidelines
- Prepares and administers detailed induction program for new staff
- Assists in planning for future staffing needs
- Coaches, counsels and disciplines staff, providing constructive feedback to enhance performance
- Regularly communicates with staff and maintains good relations
- Maintains a comprehensive, current and guest focused set of departmental standards and procedures and oversees their implementation through thorough on the job training
- Conducts probation and formal performance appraisal discussions in line with company guidelines
- Ensures training needs analysis of Bell Staff is carried out and training programs are designed and implemented to meet needs
Works with superior in the preparation and management of the department’s budget. Duties include:
- Controls and monitors departmental costs on an ongoing basis to ensure performance against budget
- Assists in co- coordinating the preparation of the departmental annual budget
Be aware of duty of care and adhere to occupational, health and safety legislation, policies and procedures
Log security incidents and accidents in accordance with hotel requirements
Initiate action to correct a hazardous situation and notify supervisors of potential dangers
Be familiar with property safety, first aid and fire and emergency procedures and operate equipment safely and sensibly
Demonstrate Awareness of OH&S policies and procedures and ensure all procedures are conducted safely and within OH&S guidelines and ensure your direct reports do the same
