- Training and developing employees in their job skills and knowledge.
- Support Bellman staff in addressing guest complaints effectively and document the details in a logbook to guide staff on how to handle similar situations.
- Resolve customer requests and complaints.
- Personally conduct on- the- job training for new employees according to the hotel&039;s standard operating procedures.
- Provide support in serving VIP guests, frequent guests, corporate guests, and group guests.
- Manage and coordinate the operations of the baggage department.
- Allocate work shifts for employees in the department.
- Record special requests from guests and coordinate with relevant departments to fulfill their expectations.
- Coordinate hotel shuttle and taxi services in a reasonable manner.
- Provide guidance and training to staff
- If the Bell Captain is unable to resolve guest complaints, escalate the issue to the front desk supervisor or the Front Office
- Coordinate luggage transportation activities for guests according to safety and efficiency criteria.
- Ensure that employees work in proper uniforms and adhere to the designated schedule.
- Manage luggage storage, as well as receiving and delivering mail, parcels, faxes, etc., for guests.
- Ensure that the training courses are effective and report the results to higher management.
- Directly or instructively provide job training and guidance to new hotel staff members.
- Manager (FOM) for further assistance in resolving the matter.
- Organize and implement advanced vocational training courses for employees in the department.
- Maintain communication with the hotel&039;s representative at the airport to be informed of VIP guest arrivals and departures,and inform the front desk supervisor or the head of the front desk department to prepare for VIP guest receptions.
- Participate in assigned training courses to enhance the skills and knowledge of hotel staff.
* Other tasks
- Regularly check the luggage storage area to ensure that items are neatly organized.
- Participate in advanced vocational training programs offered by the hotel, associations, etc.
- Ensure an adequate supply of necessary newspapers and magazines at the Concierge desk.
- Attend all departmental meetings.
- Maintain good relationships with colleagues within the department and other departments in the hotel.
- Perform other tasks assigned by superiors.
- Assist guests in confirming flight information, making reservations, and changing flight times.
- Prepare reports according to hotel regulations or as requested by superiors.
- Provide assistance in providing local maps, tourist information, hotel services, etc. to guests.
- Assist front desk staff when necessary.
- Notify relevant departments when damaged or unusable items are discovered.
- Remain vigilant for suspicious individuals, unusual situations, and promptly report them to the security department for handling.
* Work Location : 52 Bát Sứ, Hoàn Kiếm, Hà Nội
