OBJECTIVE OF THE POSITION
Under the general direction of the 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:
To co- ordinate the arrival of guests to the hotel according to the hotel standard.
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
Responsible for the maintenance of the hotel information directory (function board) and ensures that the information shown in current and accurate at all times
Ensure the lobby is always kept in an orderly fashion and that ashtrays are kept clean
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
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
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
Handle problems associated with guests and liaise with department heads or executive management in the absence of the Duty Manager.
Supervise and direct Bellman/Transportation activities and Bell/Transportation Staff
To ensure luggage is promptly delivered to guest room.
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
Regularly communicates with staff and maintains good relations
Conducts probation and formal performance appraisal discussions in line with company guidelines
Coaches, counsels and disciplines staff, providing constructive feedback to enhance performance
Assists in planning for future staffing needs
Ensures training needs analysis of Bell Staff is carried out and training programs are designed and implemented to meet needs
Prepares and administers detailed induction program for new staff
Maintains a comprehensive, current and guest focused set of departmental standards and procedures and oversees their implementation through thorough on the job training
Works with superior in the preparation and management of the department’s budget. Duties include:
Assists in co- coordinating the preparation of the departmental annual budget
Controls and monitors departmental costs on an ongoing basis to ensure performance against budget
Log security incidents and accidents in accordance with hotel requirements
Be familiar with property safety, first aid and fire and emergency procedures and operate equipment safely and sensibly
Be aware of duty of care and adhere to occupational, health and safety legislation, policies and procedures
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
Initiate action to correct a hazardous situation and notify supervisors of potential dangers
