Job Description

The Bell Attendant organizes and coordinates the Bell service and Transportation service to ensure that each guest experiences a memorable stay from arrival, during the stay, through to departure, in line with Hilton and hotel policies and procedures .

Responsibilities

As the Bell Attendant, you will be responsible for performing the following tasks to the highest standards:

Actively seek verbal feedback from customers
Agree on and implement actions to make improvements to customer service
Promote Hilton Honors and its associated benefits to guests who are not already enrolled in the program, ensuring that existing Hilton Honors members receive personal and professional service that recognizes them as important guests and that their benefits are received
Positively deal with and learn from customers complaints and comments with follow-up and feedback to the Bell Captain / Chief Concierge
Make sure all customer requests and queries are responded to promptly and effectively, adhering to Hilton brand standards
Be proactive towards customers, assisting them with any reasonable requests
Take an active role in the Concierge team, ensuring effective communication and work as a team in order to reach goals and targets
Handle complaints promptly and efficiently, taking the necessary action, and informing the Bell Captain / Chief Concierge to follow-up where appropriate
Follow-up with all guests to ensure satisfaction with problem resolution (service recovery)
Facilitate a prompt departure for all guests by ensuring that their luggage is brought from their rooms promptly when requested or offer assistance when in the lobby
Ensure that all guests are offered help to make arrangements for transportation and that they are invited back and bid farewell
Manage the storage and organization of guests luggage in a safe and secure, organized and systemized way
Ensure that the concierge team maintains the lobby appearance to be neat and tidy, and that public areas are cleaned when necessary
Responsible for ensuring hotel materials are well stocked and information is available to guests
Knowledgeable of the hotel's facilities and services as well as basic knowledge of Hilton
Up to date with information and have detailed knowledge of facilities, attractions, places of interests, sights and activities in and around the hotel, imparting this knowledge to other team members
Ensure that ticket reconfirmation, safari bookings and guest reservations are correctly carried out when required
Ensure appropriate handling and delivering of messages, receive and distribute packages, manage the daily post and correspondence of both guests and the hotel
Know well the hotel transportation arrangements, ensuring that pick-ups and drop-offs are completed on time
Input information into Opera PMS regarding guests, ensuring accuracy, all details are completed, and that the information can be clearly understood by other team members
Have detailed knowledge of departmental standards and Hilton brand standards.
Implement and follow through with improvements identified.
Plan ahead and ensure adequate resources are available.
Ensure the shift is reviewed, handovers and briefings are carried out
Maintain in-depth technical knowledge and skills required for the job
Maintain guest histories to assist with returning guests
Attend and participate in regular operational and hotel meetings.
Understand the goals of the hotel and the department's role in achieving it, communicating goals to the team.
Create an environment where everyone sells
Forecast potential revenue costs
Follow company control procedures.
Control costs without compromising standards.
Regularly review individual performance against objectives and provide feedback.
Participate in annual appraisals in accordance with legal and hotel guidelines, identifying individual training needs.
Understand relevant Health & Safety legislations and their implications on the operation of the department.
Communicate to the team their responsibilities within Health & Safety
Ensure that safe and healthy working practices are implemented at all times.
Ensure that all reporting and servicing deadlines are met on a timely basis
Adhere to the hotel's security and emergency policies and procedures
Carry out any other reasonable duties and responsibilities as assigned by Managers
The Management reserves the right to make changes to this job description at its sole discretion and without advance notice

Qualifications

A Bell Attendant serving Hilton Brands is always working on behalf of our Guests and working with other Team Members. To successfully fill this role, you should maintain the attitude, behaviours, skills, and values that follow:

Maintain high customer service focus by approaching your job with the customers always in mind
Have a positive impact, taking personal responsibility and initiative to resolve issues, always clearly communicating with both customers and colleagues
Motivated and committed, approaching all tasks with enthusiasm, seizing opportunities to learn new skills or knowledge in order to improve personal performance
Be flexible, respond quickly and positively to changing requirements including the performance of any tasks requested of you
Maintain high team focus by showing cooperation and support to colleagues in the pursuit of team goals
Contribute ideas and suggestions to enhance operational / environmental procedures in the hotel
Good organization and coordination skills
Strong sense of responsibility and self-motivation
Patient and responsible in solving all problems
Able to maintain excellent relations with team members
Able to work under great physical and mental pressures
Understand basic spoken English to meet business needs
Actively promote the services and facilities of Hilton hotels to guests and suppliers of the hotel
Perform all duties and responsibilities in a manner that ensures your safety and that of others in your workplace

Bellman - La Festa Phu Quoc, Curio Collection by Hilton