Bellman Cum Driver MOVENPICK

The Role

• To take time and get to know the guests, and to be committed to service excellence.
• To show presence in the Hotel Lobby and provide service that is sincere, warm and enthusiastic, ensuring the guests satisfaction.
• Work closely with Front Office, Housekeeping and Food and Beverage regarding guest needs and special requests
• Take opportunities to delight the guests.

Key Deliverables and Responsibilities:

Planning & Organizing:

1. Awareness of local activities and recreation options
2. Be fully aware of the daily information and activities both in the hotel and locally.
3. Check Hotel status including occupancy, functions, groups, VIPs.
4. Review log book, verify outstanding and follow up pending. Identify if any special assignment for the day
5. Is aware of the daily activities and has product knowledge of all the hotel facilities.

Operations:

1. Follow the grooming standards at all times
2. Attend training classes as per schedule
3. Show fullest cooperation and respect within the team and other departments
4. Perform as per OSM Standards and in line with the Company s Values and Core Behaviours
5. Check equipment and report issues to IT or Engineering
6. Handle guest complaints and report to manager
7. Show fullest cooperation and respect within the team and other departments.
8. Ensure the prompt and efficient handling off all guest luggage on arrival, during stay, departure and the luggage store, as well as ensure safety and security of guest luggage.
9. Ensure that all luggage are covered with a baggage claim tag.
10. Parking of guests and visitors vehicles in the designated hotel parking area.
11. Resolve guests complaints/ requests and liaise with the department concerned to ensure immediately follow up.
12. Handle issuance of guest room key cards and ensure effective control for guest security.
13. Report any unusual occurrences or requests to the Concierge desk.
14. Responsible for the efficient, clean, safe and hygienic maintenance of the Concierge Desk area.
15. Responsible for lobby paging services under the supervision of Concierge.
16. Practices suggestive selling and able to familiarize guests to hotel facilities.
17. Co-ordinates with Front Office to ensure that payment of guest folios is protected at all times, vis- -vis scanty baggage procedure & release of guest bags on departure.
18. Escorts guests to their rooms. For the first time guests, explain hotel facilities. In the room explain room facilities such as (how lights & TV function, safe, AC, fire exit, etc.)
19. Ensure luggage is placed for guest to unpack.
20. Ensures that all guests are greeted on arrival & departure of the hotel and escorting each individual to the right direction.
21. Provide friendly and courteous service to guest and respond promptly to all requests and inquiries at all time.
22. At the end of the shift or the day, he has to communicate all information that the next shift has to know for a well running of the operations.
23. Maintain continuous contact with hotel guest to ensure that any problem or complain are handle efficiently and courteously.
24. Ensures prompt & efficient message, newspapers, parcels & package deliveries to guests, as per hotel policy.
25. Arrange all guest transportation requests including Limousine service, Shuttle Bus and car rental with coordination with our rent a car agent available in the hotel.
26. To have a complete understanding of and to adhere to M venpick Hotels & Resorts policy relating to Fire, Hygiene, Health and Safety.

DRIVER RESPONSIBILITIES:

1. Each guest is picked up in a clean and well maintained car.
2. Make sure you know where the guest wishes to go
3. Make sure you know the quickest way how to get there, if you are not sure of the way, ask or change drivers, we cannot take a guest tot the wrong place.
4. Cleanliness and professionalism must be demonstrated at all time
5. Respect the road signs and speed limits
6. Ask guest if he / she wishes to have the radio, CD or AC on, switch it of if the guest requests it
7. Assist the guests to load luggage in to the car trunk and assist to remove when guests is getting out of the car
8. Avoid communicating to much to the guest, gage very quickly if the guest is in a chatty mode or not, if yes engage in pleasant conversation about Dubai or world topics, sports, don t engage in controversial topics such as politics.
9. Don t gossip about the hotel, previous guests or competition
10. Make sure the car is always full with petrol
11. Uniform is to be spotlessly clean
12. Make sure you have updated traffic info before you head of to pick up or drop of
13. Report any faults of the car that you drive
14. Work closely with Valet Parking and Limousine company
15. Act as a F&B ambassador and promotes outlets
16. Avoid wearing any strong aftershave

Administration:

1. Handling telephone calls at the Concierge desk.
2. File daily concierge desk report and documents systematically under the supervision of Concierge
3. Maintains accurate records / documentation, as per operational and organizational requirements.