Bell Captain
Directs and coordinates the delivery process to fulfill guests’ requests for amenities, luggage delivery, newspapers, mails and messages and other porter services. Ensure the smooth operations at both lobby and driveway and also productivity and efficiency of Bellman
Summary of Responsibilities:
The main responsibilities and tasks of this position are as listed below, but not limited to these:
- Ensure timely delivery of guest luggage and guest items in a friendly and approachable manner to meet and exceed guest expectations.
- Handle all telephone enquiries and requests and ensure timely completion of pick-up and/or delivery service through follow-up.
- Attend to all other guest requests as directed by Leaders, and according to Swiss Service
- Acknowledge and communicate with Bell Persons via Mobitalk upon completion of assignments
- Respond to all other requests in a timely manner
- Ensure all job assignments are properly logged in respective logbooks
- Ensure LQA service standards are in practice as set by the hotel at all times
- Provide organized and seamless luggage service
- Provide introductory explanation of room facilities
- Able to provide information and assistance to guests as and when required
- Listen actively and is able to display self-control and empathy in challenging interactions and offer suitable alternative
- Supervises the Bell person, Doormen and Valets to ensure optimum operational standards
- Ensure smooth flow of traffic at the driveway
- Assist with any group luggage logistics
- Issuance and control of walkie and master keys to colleagues on duty
- Ensure all issuance of walkie and master keys are recorded
- Buddy new colleagues as required and provide on job training
- Perform manual wake-up calls for guests during night shift when required
- Ensure timely deliveries of amenities to guests especially during the night shift
- Conduct department briefings, checking on attendance and punctuality
- Co-ordinate coverage for colleagues manning during breaks and meal time
- Ensure grooming standard set by the hotel at all times
- Ensure work areas are adequately stocked and inventory properly recorded and maintain good housekeeping of work areas
- Efficient usage and upkeep of communication tools and equipment to enhance productivity of workflow
- Handle all telephone enquiries and requests and ensure timely completion of pick-up and/or delivery service
- Maintenance of equipment (including signages/stanchions).
- Maintain the inventory of amenities and collaterals and organize requisition.
- May be tasked to perform Doorman or Bellman role when required
