Bellman

Roles and responsibilities

• Attend review of daily event sheet with Concierge Supervisor.
• Be knowledgeable about hotel facilities, updated on activities, promotions, and happenings in the hotel/city to provide accurate information.
• Ensure that the front entrance and Bell Desk are manned continuously, and driveways and entrance areas are clean, safe, and free of traffic at all times.
• Retrieve guest items from cars, buses, vans, and carts using safe handling techniques.
• Navigate bell cart through public areas and guest room corridors.
• Require physical stamina to stand, carry, and walk continuously for the duration of the shift.
• Ensure that all luggage are retrieved and loaded/unloaded to/from correct vehicle with guest, always re-confirm that correct number of luggage are loaded/unloaded before allowing the vehicle to move.
• Ensure that luggage are tagged, delivered/picked-up promptly to from correct rooms.
• Escort guests to rooms or outlets, when escorting to rooms, point out emergency escape routes before entering the guestroom.
• Keep public areas and luggage room clean and organized at all times. Maintain all equipment in good working order.
• Record all guest requests on Guest Call Sheet and follow up promptly.
• Promptly answer the telephone, within three rings. Use your name when answering, speak clearly and in pleasant voice.
• Take and deliver accurate and timely guest messages. Deliver mail, small packages and facsimile for customers as requested.
• Take endorsement from previous shift and follow up on any outstanding matters. Ensure that matters needing follow-up are endorsed to the succeeding shift.
• Ensure that hotel’s policy relating to fire, grooming, hygiene, health, safety, rules and regulations are understood and adhered to.
• Report “Lost & Found” items.
• Responsibly use available systems and equipment at Front Office including PMS (Property Management System), internet, trolleys, etc.

Desired candidate profile

Proper etiquette – successful Bell person are polite and friendly, making people feel at ease right away. They greet everyone who comes in, and they use interpersonal sensitivity to proactively offer their services when needed. Respond to queries positively.

Customer Service - Providing excellent guest service is a fundamental aspect of the bell person’s role. This includes being polite, attentive, and responsive to guests' needs, creating a positive and welcoming atmosphere.

Safety awareness – Bell person must be able to recognize signs of potential danger and enforce safety measures.

Attention to detail – being observant is a key characteristic of Bell person, since they monitor deliveries, building premises, and everybody coming in. Beyond safety concerns, remembering details helps them connect better with people, especially residents or recurring guest.

Communication – Effective communication is crucial in this role. Bell persons need to coordinate with other hotel staff, such as front desk personnel, concierge, and housekeeping, to ensure a seamless and positive guest experience.

How do I deliver this?

We genuinely care about people and we show this through living out our promise of True Hospitality each and every day. It’s what connects every colleague in all IHG® hotels.

Each IHG® hotel brand delivers True Hospitality in their own way, and at the heart of it all are specific, core service skills.

• True Attitude: being caring, wanting to make a positive difference, and building genuine connections with guests
• True Confidence: having the knowledge and skills to perform your role, and giving guests the confidence that they can trust you, to help and support them during their stay
• True Listening: focusing on what your guest is saying, picking up on body language that is often overlooked, and understanding what the guest wants and needs
• True Responsiveness: is about providing guests with what they need, and doing so in a timely and caring manner