Bellman

Company: Ocean Hotels Barbados

JOB SUMMARY

The primary task of the bellman is to provide the hotel’s guests with an efficient bell service. The bellman’s duty is to ensure that luggage and other packages are promptly stored, delivered and collected accurately at all times. The bellman should also be proactive in practicing salesmanship strategies to promote the hotel's products and services upon guest contact.

SCOPE

Under the direction of the Front Desk Manager and the Supervisor, the Bellman is responsible for providing outstanding service throughout each guest stay.

RESPONSIBILITIES

START THE SHIFT

• Make yourself aware of departures and arrivals for the day. Ensure you have an updated copy of these reports.  

• Review memos and logbooks.  Continuously check with Front Desk for any changes during your shift.
• Know the Hotel facts and daily information.
• Check Luggage rooms ensuring they are clear and tidy. In the event there are items stored, make yourself aware of who they belong to and when they will be collected. In addition, ensure that you have adequate storage space for the day's departures and arrivals. 
• Be readily available at your designated post, holding good posture without leaning and ever alert to how you may be of assistance to those around you. The Bellman must never be seen watching television or in any other departments, unless he has been given a task which requires him going into that department. 

CHECK IN PROCEDURES

• Open car doors and offer a genuine greeting “Welcome to Name of Hotel.”  Retrieve luggage or any parcels from the vehicle.  
• Introduce yourself as the Bellman, have guests identify their luggage and explain the luggage handling process.  Ask the name on the reservation.
• If a Front Desk Agent is available, introduce the guests to the agent. Complete luggage tags accordingly. 
• If no Front Desk Agent is available, escort the guests to the lobby, retrieve and deliver cold towels and order the welcome drinks from the bar. Inform a Front Desk Agent that the guests have arrived and inform them of the guest name and continue to complete luggage tags accordingly. 
• Tag luggage and deliver promptly to the appropriate guest rooms. Luggage is to be delivered prior to the guests entering the room, placing the largest piece on the luggage rack provided, with the zip facing you. When delivering luggage or amenities, always utilize the standard for entering guests’ rooms.
• The Front Desk Agent who has checked in the guests will escort them to their room, however, should there be a shortage at the Front Desk, you may be requested to assist in doing the property and in-room orientation for the guest. 

 

GENERAL DUTIES

• Anticipate guests’ needs and offer personalized recommendations.  
• Handle or Report guests’ questions, problems and complaints and relay information to the Front Desk Team.
• Understand the functionality of the telephone and answer telephones to company standards. 
• Conduct site visits and tours as called upon to do so ensuring the visitor is eager to return. 
• Ensure that cold towels are prepared and in the fridge according to established procedure, reflecting arrivals and any site inspections.  Take the initiative to prepare extra cold towels in case of unexpected arrivals or early arrivals the following day. 
• Ensure that the fridge in which the cold towels are stored is clean and packed neatly.
• Ensure items for booking extras and special occasions are prepared and sent to guests rooms prior to arrival (e.g. sweet treats baskets, wines, vouchers) as per company procedures. 
• Ensure that notices, packages, and departure letters are delivered in a timely manner using the standard for entering guests rooms on each instance.
• Conduct Walk through of the lobby and departure lounge to ensure the tidiness. Should these areas need attention that cannot be provided by yourself, the Housekeeping department is to be notified immediately. 
• Ensure that your equipment is clean and tidy and stored appropriately at all times, eg. luggage cart. 
• Keenly monitor levels of all inventory and working materials advising the supervisor or manager when par levels are reached.
• Responsible for advising immediately, the Front desk Manager or any other appropriate department head, anything which is considered to be a health or safety hazard.
• To be totally security conscious, being aware of any unregistered guests, lurkers, and your general surroundings, advising the security team and or management of such.
• To attend and participate in any training programs as directed by the HR team and Front desk Manager. 
• To attend Fire/ Emergency Training Program and to ensure that the hotel's and department's fire and emergency procedures are understood
• To maintain a tidy, clean and sanitary work station at all times.
• To attend departmental meetings as requested by the Management Team.
• To assist with any functions/events being held on property.
• To comply with all hotel procedures and protocols related to infectious diseases. 
• Any other related auxiliary services.

RESERVE ACTIVITIES

• Be knowledgeable of the Hotel amenities and information on the island to be able to correspond with guests, answer any questions or offer suggestions.
• Be knowledgeable of the hotel facts, facilities and amenities eg. the gym, kids club, teen lounge and business center. Encompassing the product available within the Montrose and Ocean Hotels Group. 
• Arrange transportation for guests upon guest request as per company standards. 

CHECKOUT PROCESS/DEPARTURE CALL

• Check the departure list. 
• Make departure calls to guest rooms at the appropriate time. 
• Call dialogue: 

1. “Good Morning, my name is _______.  I am your bellman today.” 
2. “Will you need assistance with your luggage?” If yes, what time would you like your luggage collected from the room? If requesting luggage to be collected after 11am inform the Front Desk Team immediately. 
3. “Will you be needing transportation to the airport and at what time?” 
4. “How did you enjoy your stay with us?” (Make note of all comments).  If concerns, notify the guest that their comments will be relayed to the Front Desk Team
5. Thank the guest for staying with us, using the guest name and repeat room number and luggage collection time.   

• Create a list for luggage collection times and corresponding room numbers to ensure an efficient collection of bags and preparation of luggage tags 
• Prepare luggage tags, collect luggage from guest rooms, provide luggage tag receipts to guests and store luggage in the luggage room or the designated storage area. 

OTHER FRONT OF HOUSE ACCOUNTING, PAPERWORK, ETC.

• As flow of business dictates you may be asked to assist with basic Front desk duties.
• Ensure that you operate in full compliance with the AAA 5 diamond standards .
• Provide any other related auxiliary services requested.

KNOWLEDGE, SKILLS AND PERSONAL ATTRIBUTES

Knowledge

The Bellman must have proficient knowledge in the following areas:

• Minimum of four ordinary passes in CXC examination subjects or the equivalent, including English and Mathematics, or three years work experience in a four-diamond resort
• Level 2 or above National Vocational Qualification in Customer Service
• Knowledgeable in the use of computer systems. 
• Be fluent in speaking standard English

Skills

The Bellman must demonstrate the following skills:

• Is friendly and engaging.
• Possesses great organizational and communication skills.
• Is detail oriented.
• Has a humble and serving attitude.

• Good interpersonal skills.
• Great time management skills.
• Ability to promote positive relations.
• Ability to remain standing and stationary for extended periods of time.
• Ability to multitask efficiently.
• Must be able to handle different kinds of personalities.
• Able to work with minimum supervision.
• Must demonstrate the capacity to maintain a high standard of customer service throughout your shift.

Personal Attributes

The Bellman must demonstrate the following personal attributes:

• Trustworthy

• Creativity

• Reliability

• Compatibility

• Effective follow up

• Flexibility

• Consistency
• Professional deportment