Bellman Paramount Hotel Dubai

OBJECTIVE:

Every Mercure team member is an “Heartists”. An Heartists represents Mercure’s brand and

its values, at all times. The Mercure Heartists will establish relationships and foremost, the

Mercure Heartists will deliver an exceptional guest experience and promote the French

Elegance.

MAIN DUTIES :

Administration

• To respect schedules, terms and deadlines as agreed with the Management

• To ensure Trolleys, Luggage room, desk area, inside the lobby, lobby entrance/around the

area is cleaned.

• To ensure appropriate stock level for the smooth run of the Concierge operations advise

Bell captain to prepare requisitions accordingly.

• Perform any other works as and when assigned by the Seniors/Management

Financial and Revenue Responsibilities

• Promotes the hotel's range of services in order to increase sales

• Applies and actively supports the hotel's pricing policy in order to increase REVPAR

• Promotes the brand and/or Group loyalty programme, adapting the sales pitch to suit the

guest's needs.

Training and Talent & Culture

• Whenever possible to attend & enrol in Hotel & department training.

• Ensure that relevant training hours completed per month as per hotel training policy.

• Ensure wherever possible that employees are provided with a work place free of

discrimination, harassment and victimisation.

• Treat complaints of harassment and discrimination promptly and confidentially.

• Treat customers and colleagues from all cultural groups with respect and sensitivity.

• Identify and deal with issues which may cause cross cultural conflict or misunderstanding.

Guest Service Responsibilities

• Greet all guests in the lobby in a warm and professional manner, make them feel welcome

and anticipate their needs before they arise.

• Assist guests with their luggage and acknowledge them by name.

• Anticipates guests' needs and takes them into consideration

• To ensure that the privacy of the guests and the confidentiality of the information is

respected

• Make deliveries to guest rooms as instructed

• Offer assistance to all guests and provide them with information requested and directions

• Recognize all returning and VIP guests, and welcome them back. .

Miscellaneous

• Ensure the lobby, bell closet and work areas as well as departmental equipment are clean

and presentable at all times.

• Errand cards are filled in for all movements (Check-in, Check-out, Left luggage etc.).

• Be aware of daily hotel activities, group and VIP arrivals. Communicate with team

members.

• Store and retrieve luggage and other objects for guests.

• All Heartists are required to comply with every reasonable request from their hierarchical

supervisor(s) within an amount of time that it takes to comply under normal circumstances.

• All Heartists” may be assigned to other duties in the hotel as and when required by

business levels.