Captain, Bell Concierge

Main Purpose of the Job:

Responsible for supervision and training of bell, door; ensuring that all procedures are performed to high standards; performance of the daily responsibilities of these positions; and assisting where necessary to ensure optimum service to our guests and visitors.

Key Duties and Responsibilities:

• Ensures that all Bell staff performs duties in accordance with hotel policy.

• Conducts regular briefing meetings with all Bell staff including contracted drivers to inform of special events and the arrival of VIP or large group.

• Monitors performance of Bell staff to ensure the highest standard of service for guest satisfaction.

• Ensures Bell staff are courteous and prompt with services to guests.

• Assist with performance appraisals of Bell staff and prepares guidelines and time frames for improvement.

• Identifies training needs, compiles and approves training materials and programs in coordination with the Front Office Manager.

• Trains and motivates staff in coordination with the Training Department to achieve the highest standard of service and guest satisfaction.

• Participates in the daily briefing with other managers in the Front Office department.

• Participate in all staff and training meetings when directed by the Front Office Manager.

• Prepares weekly staff rosters ensuring that sufficient staff is available to handle expected busy periods and minimizing overtime payment.

• Instructs staff of all hotel events, facilities and services and ensures they can provide this information to guests.

• Promotes the sale of all hotel services and facilities to guests.

• Assists Guest Relations Officers with the handling of guest complaints which ensure guest satisfaction.

• Supervise the proper maintenance and cleanliness of all operating equipment.

• Ensures guest luggage, letters, faxes and messages are delivered and collected as required.

• Liaises daily with Front Office Management to determine operational requirements for each shift.

• Provides current information about hotel facilities, services and special events to Porters and Drivers and ensures they can make recommendations to guests about all hotel services.

• Provides current information of tourist attractions, restaurants, entertainment facilities and current events in the local area to all Bell staff and Drivers and ensures they can make recommendations to guests.

• Maintains and provides Bell staff with current information on emergency procedures relating to fire, theft, accident, medical emergency and other threats to hotel and guest security.

• Provides assistance to guests in all hotel emergency evacuation and medical procedures.

• Ensures high standards of personal appearance and hygiene with clean and pressed uniform and name badge as described in the staff handbook for all Porters.

• Supervises a high standard of hygiene and sanitation throughout all service areas.

• Reports any potential health or safety hazards promptly to the Front Office Manager.

• Performs any other duties when directed by the Front Office Manager.

• Insurance
• Employee Shuttle Service
• Incentive bonus
• Health checkup
• Training & Development
• Salary review
• Annual Leave

• At least Diploma/high school degree in any field

• At least 3 year experience in supervisory level in similar role

• Strong in inter-personality and supervisory skill

• Strong knowledge of hotel PMS software

• Good knowledge of telecommunication equipment, connections, and regulation

• Proficiency in English communication