Casual Guest Service Officer - Bell

Main Duties

Customer Service:

• Delivers the brand promise and provide exceptional guest service at all times.

• Provides excellent service to internal customers as appropriate.

• Handles all guest and internal customer complaints and inquiries in a courteous and efficient manner; feedbacks guest complaints to Assistant Manager-Front Office immediately.

• Maintains positive guest and colleague interactions with good working relationships.

Financial:

• Ensures that all hotel, company and local rules, policies and regulations relating to money handling and licensing are adhered to.

Operational:

• Ensures that all company minimum brand standards have been implemented, and that optional brand standards have been implemented where appropriate.

• Embraces all Touches of Hyatt and the Rooms Top 20.

• Responds to the results of the Consumer Audit and ensures that the relevant changes are implemented.

• Verifies arrival and departure details and arranges luggage handling and transportation and other services requested by guests.

• Delivers and picks up guest baggage as assigned by Team Leader – Concierge.

• Maintains and cleans all equipment at Bell Desk to maintain a professional image.

• Stores luggage according to standards.

• Directs incoming guests to the check in area whilst offering to handle any luggage the guest happens to be carrying.

• Directs guest and visitors to any of the Hotel’s facilities.

• Escorts guests to their rooms, explaining all in house and room facilities.

• Opens and closes car doors for guests whenever the opportunity arises.

• Loads/unloads guest’s luggage for arriving and departing guests.

Operational (continued):

• Ensures vehicle's license number, type are logged down on the luggage tags for future reference.

• Assists all guests with luggage storage, ensuring the proper handling, storage, security and procedures are followed; transports guest’s luggage to their room in an efficient manner.

• Handles parcel wrapping

• Delivers daily morning and special newspapers to guests’ rooms and offices as assigned.

• Maintains a tidy lobby by checking the general cleanliness and tidiness of the sitting area and entrance.

• Ensures all messages of any kind are promptly delivered to the guest’s room.

• Ensures that the bell carts are kept clean, shiny and orderly at all times.

• Hails taxis and answers guests’ inquiries.

• Prevents entrance of unauthorised or undesirable persons; keeps main entrance and driveway neat at all times.

• Assists to direct traffic in the hotel’s driveway.

• Be familiar with the hotel’s products and services and policies; be aware of all functions and promotions held in the hotel.

• Works closely with other employees in a supportive and flexible manner, focusing on the overall success of the hotel and the satisfaction of hotel guests.

• Drive to and from the airport when assigned to collect and drop off our guests

• Supports and embraces the spirit of “We work through Teams”.

People Management:

• Supports the implementing, demonstrating and reinforcing Hyatt’s Values and Culture Characteristics.

• Communication skills are utilized a significant amount of time when interacting with others; demonstrated ability to interact with customers, employees and third parties that reflects highly on the hotel, the brand and the Company.

• Proficient in the use of Front Office System

• Problem solving and organizational abilities.

Qualifications

• Bachelor’s Degree or Diploma

Experience

• 1 year experience in front office or related discipline or an equivalent combination of education and experience.

Please kindly send your resume to hoteljob

Only short-listed candidates will be contacted for interview.