Guest Service:
• Be responsible for the promotion of guest- oriented service and maintain perfect knowledge of services offered by the hotel.
• Keep informed on the status of the hotel to be well- prepared for any customer inquiry.
• Create an exceptional and personable arrival and departure experience for each guest
• Handle guest complaints immediately and escalate to a senior employee when necessary.
• Carefully observe and anticipate guest needs. Create a comfortable environment by engaging in pleasantries.
• Perform all tasks in compliance to the manual and the Standard Operating Procedure (SOP).
• Offer and assist with luggage handling for each guest.
• Knowledgeable with banquets and other events/functions on property.
• Keep informed on various transportation services including airport shuttles and limousines.
• Readily accept compliments and criticism from guest.
• Follow item storage standard and procedures.
• Maintain the availability, cleanliness and tidiness of stationery and other items at Bell desk.
• Maintain and comply with sanitation, cleanliness, fire prevention, and health and safety standards.
• Report any damage to Bell facilities and fixtures for any damage or safety issues. Contact relevant department for repairs and maintenance, if necessary.
• Maintain thorough knowledge of equipment and devices used by guests and employees. Assist as needed.
• Be respectful of company property. Place and use business materials and equipment in an appropriate manner.
Facility Management, Cleanliness and Safety:
• When working a night shift, liaise with all other staff member to ensure that all guest services are handled efficiently and courteously.
• Adhere to hotel grooming standards at all times.
• Maintain proper posture while at the desk and work area.
• Follow the company&039;s brand standards and code of business conduct.
• Keep informed of the company&039;s values and ideal conduct. Act accordingly.
• Use professional and polished language in all written and oral communication.
• Other duties as assigned.
• Prepare daily briefing sheet, ensuring that cross- check is completed for group departures.
• Follow all safety policies.
• Dedicated to creating personalized experiences and lasting memories for our guests.
• Attend necessary training sessions as required by a training manager in accordance with any training plans.
• Ensure the implementation of the highest standards in guest service, constantly seek out ways to improve product and service as well as increase volumes and profits.
• Fly the flags each morning, depending on weather conditions, in correct order, and bring down each evening.
• Enter and locate work- related information using computers and/or point of sale systems.
• Follow department policies, procedures and service standards.
• Pursue the operational goal by carrying out all assignments tasked by a senior employee.
• Maintain positive and productive working relationships with other employees and departments.
• Ensure that the entrance is manned at all times and summons taxis and limousines for guests and patrons.
• Lead with passion and enthusiasm with a commitment to excellence and a creative approach.
• Stand for an extended period of time or for an entire work shift.
