• To welcome guests and visitors on arrival.
• To ensure the hotel main doors are manned at all times and all doors to vehicles pulling up at the main porte corchere are opened for the guests.
• To ensure all guests are assisted with the carrying of luggage, distribution of newspapers to various departments/outlets and sending of messages, parcels, etc. to guests rooms.
• To conduct and perform room inspection and room tour to guest.
• To ensure that guest queries are attended to and if you are unable to assist, ensure that it is highlight to your superior immediately.
• To perform the duties and functions of a driver for the purpose of employers transportation and any other official assignments.
• To be responsible on the overall for the maintenance of the vehicles assigned to him during his shift.
Respond to guest requests for special arrangements or services (e.g., transportation, reservations, dry cleaning) by making arrangements or identifying appropriate providers. Respond to special requests from guests with unique needs and follow up to ensure satisfaction. Gather, summarize, and provide information to guests about the property and the surrounding area amenities, including special events and activities. Answer, record, and process all guest calls, messages, requests, questions, or concerns. Contact appropriate individual or department (e.g., Bellperson, Housekeeping) as necessary to resolve guest call, request, or problem. Review shift logs/daily memo books and document pertinent information in logbooks. Monitor club lounge for seating availability, service, safety, and well-being of guests.
Report accidents, injuries, and unsafe work conditions to manager; and complete safety training and certifications. Follow all company policies and procedures, ensure uniform and personal appearance are clean and professional, maintain confidentiality of proprietary information, and protect company assets. Welcome and acknowledge all guests according to company standards, anticipate and address guests’ service needs, assist individuals with disabilities, and thank guests with genuine appreciation. Speak with others using clear and professional language, prepare and review written documents accurately and completely, and answer telephones using appropriate etiquette. Develop and maintain positive working relationships with others, support team to reach common goals, and listen and respond appropriately to the concerns of other employees. Comply with quality assurance expectations and standards. Stand, sit, or walk for an extended period of time or for an entire work shift. Move, lift, carry, push, pull, and place objects weighing less than or equal to 10 pounds without assistance. Perform other reasonable job duties as requested by Supervisors.
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Responsible to the Bell Captain for welcoming and escorting guests with their baggage to and from their rooms during check ins and checkouts. To handle luggage and other baggage carefully and safely. They are the first point of contact for clients and customers and able to handle hotel transport
This position is responsible for the receipt of guests’ luggage and ensuring correct delivery to and from rooms, cars and airport & responsible for transporting clients or handling deliveries in a timely manner, and they may have to work nights and weekends to accomplish their duties. The Driver cum Bellman also assists guests with inquiries and fulfilling other service requests in compliance with all brand standards and departmental Standard Operating Procedures.
The Guest Service Officer orientate and give assistance to guests, as well as providing necessary information. S/he reports directly to the Chef Concierge.
Assist in the day-to-day operations in Concierge Section including lobby services, transportation services and security functions, ensuring that standards are maintained in these areas, efficiency evident and guests' needs met.
Handle guest requests and takes personal responsibility to meet the requests.
KEY RESPONSIBILITIES:
. Greet all arriving and departing guests with a smile and eye contact.
. Deliver and collect baggage for arriving and departing guests and groups.
. Give guest an introduction to the facilities in the guest rooms, i.e. air-conditioning control, light switches, Safe box, TV, telephone, wardrobe, etc, when rooming the guest.
. Deliver messages and handle requests and questions from guests.
. Check closets and drawers to see if guest have forgotten items when collecting luggage.
. Deliver mail, faxes, messages, packages, flowers etc promptly to guest rooms.
. Log all delivers to guest rooms.
. Deliver any in-house items or papers to various departments in the hotel.
. Run errands for guest when requested.
. Page guests in public area with the aid of a paging board when requested.
. Be neatly groomed at all times.
. Accept baggage that guest may wish to keep in storage, issues claim ticket and record in the Record Book accordingly.
. Have thorough knowledge of all hotel facilities and hours of operation, to be able to respond to guests' questions correctly.
. Answer the telephone promptly and courteously.
. Maintain operating equipment in good working order.
. Keep working areas neat and tidy at all times.
. Undertake assignments as delegated by superiors.
. Ensure guest needs and reasonable requests are met.
. Maintain a high level of product and service knowledge in order to explain and sell services and facilities to guests.
. Assist in keeping the lobby area clean at all times.
. Carry out other tasks as directed by supervisors.
Primarily responsible to greet and welcome all guest to the hotel and relieve guests of their luggage on arrival. Ensure that the highest standards of hospitality and welcome are demonstrated at all times, and that all guest requests are dealt with in a prompt and courteous manner.
In Addition to assist guests with luggage, Bellmen are also responsible to collect and distribute post, parcels. And also deal with general enquiries and ensuring the lobby and porch areas are always clean and tidy.
Primarily responsible to greet and welcome all guest to the hotel and relieve guests of their luggage on arrival. Ensure that the highest standards of hospitality and welcome are demonstrated at all times, and that all guest requests are dealt with in a prompt and courteous manner.
In Addition to assist guests with luggage, Bellmen are also responsible to collect and distribute post, parcels. And also deal with general enquiries and ensuring the lobby and porch areas are always clean and tidy.
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First impressions are everything. When guests arrive at our hotels, we want that impression to be memorable. The same goes for departures. When guests leave, we want them to go with a smile and a feeling that we were there for them throughout their stay. We want to build an experience that is memorable and unique from start to finish. Our Guest Arrival Experts take the initiative to deliver a wide range of services that guide guests through their arrival and departure experiences. They are empowered to move about their space and do what needs to be done. Whether processing operational needs, addressing guest requests, completing reports, or sharing the highlights of the local area, the Guest Arrival Expert makes transactions feel like part of the experience.
No matter what position you are in, there are a few things that are critical to success – creating a safe workplace, following company policies and procedures, maintaining confidentiality, protecting company assets, upholding quality standards, and ensuring your uniform, personal appearance, and communications are professional. Guest Arrival Experts will be on their feet and moving around (stand, sit, or walk for an extended time) and taking a hands-on approach to work (move, lift, carry, push, pull, and place objects weighing less than or equal to 50 pounds without assistance and objects weighing more than 75 pounds with assistance.. Doing all these things well (and other reasonable job duties as requested) is critical for Guest Arrival Experts – to get it right for our guests and our business each and every time.
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With more than 330 managed locations in more than 20 countries Courtyard by Marriott offers a refreshing environment that helps guests stay connected and balanced. Working at Courtyard, you'll ensure guests have a smooth, productive stay that meets their personal and business needs. Find Your World at Courtyard by Marriott.
Duties and Responsibilities
1. Handles luggage for both arriving and departing guests. This includes proper handle, tagging and delivering of luggage.
2. Rotation shift to perform duties at the Driveway and work closely with Bell Captain and Assistant Guest Services Manager to ensure guest arrival and departure experience is seamless.
3. Is trained to handle luggage and equipment including Bell-Cart /Birdcage trolley.
4. Is required to understand and operate property management system OPERA.
5. Delivers incoming items to the guestrooms at the request of Bell Captains and Assistant Guest Services Manager.
6. Maintains the luggage room and luggage trolleys in accordance to Marriott Brand Standards. This involves properly stacking of baggage in luggage room, maintenance of trolleys and maintaining a hazard-free environment.
7. Handles baggage-related requests such as long-term/short-term storage, this includes proper issuance of luggage tags, up keeping proper records and storing luggage in the correct location.
8. Handle basic guest enquiries pertaining to tourist information when at the Hotel Lobby, Driveway and Bell Desk.
9. Sorts and delivers the requested daily newspapers to all requested rooms.
10. Processes guest's request. In the event, if the request is not directly related to his/her area of capacity, the request is forwarded to the concerning department.
11. Maintains close liaison with all other departments to ensure departments operational flow, thus ensuring seamless guest experiences.
What we're looking for
1. Prior experience in the same capacity is an advantage.
2. Minimum secondary education
3. Excellent guest relations and communication skills
4. Candidates must have a fair command of spoken and written English
5. Well-groomed and professional disposition
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Welcoming guests upon their arrival at the hotel and assist them in handling their luggage and directing them to the front office reception for check-in.
Assist in the loading and unloading of guests’ luggage (upon guests’ arrival & departure), count the number of pieces of luggage to ensure that no luggage goes missing.
Ensure that the drive-in / driveway is clear at all times to facilitate loading and off-loading of luggage.
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