About this role
REQ12496 Bellman (Open)
POSITION SUMMARY:
The Bellman is responsible for delivering a positive and quality customer service experience through acknowledging, welcoming, bidding farewell, and greet with a smile all guests and visitors of the hotel, assisting guests with the delivery and pick-up of luggage, parcels, and messages, ensuring maximum guest satisfaction and maintaining professional standards of services.
PRIMARY RESPONSIBILITIES:
• Provides prompt, efficient, and professional customer service to guests of City of Dreams Mediterranean by ensuring all guests are addressed in a polite and courteous manner as they enter and exit the hotel by maintaining all set standards • Assists with guest luggage, open/closing of car / hotel doors, and valet parking upon arrival and departure • Builds relationships with guests to gain loyalty by promoting positive guest relations and guest preferences • Ensures all interactions with guests are handled professionally and with care adhering to hotel’s policies and procedures • Maintains product knowledge of events and facilities of City of Dreams Mediterranean, including gaming, spa, recreation, food & beverage and entertainment, ensuring guests receive accurate, timely information and • Establishes a rapport with guests, answers their queries and resolves problems arising from guest complaints in a timely manner and to the guest’s satisfaction • Tags, assists loading / unloading of luggage into vehicle at porte-cochere • Ensures smooth handling/delivery of luggage, newspapers, parcels, messages in a timely manner, parks cars as needed by checking guest’s name and room number while escorting guests to rooms when appropriate • Records all transactions in log books including guest name, room number, time received, and time completed • Conducts room drops and room moves as required • Ensures master keys are handled with the utmost care to ensure the safety of our guests. • Ensures all bell carts and hand trolleys are cleaned after every shift • Attends to daily briefings and departmental meetings • Attends scheduled employee training and periodic reviews on generic hotel and departmental specific responsibilities • Ensures work area is always clean and neat including the proper maintenance of all equipment needed to perform daily tasks, reporting of malfunctioning or maintenance deficiencies to appropriate area • Maintains the highest standard of professionalism, ethics, and attitude toward guests and colleagues. • Performs other reasonable job duties as assigned by supervisors from time to time
KEY PERFORMANCE INDICATORS:
• Excellent knowledge of all products and services offered by City of Dreams Mediterranean • Continuous progress of Technical Skills • Positive Customer Feedback
QUALIFICATIONS:
Experience
• 1 year of previous experience in a similar role will be considered an advantage Education
• High school diploma or equivalent professional training Skills
• Excellent interpersonal and customer service skills • Professional written communication skills • Excellent command of Greek and English
PERSONAL COMPETENCIES:
• Achieves agreed objectives and accepts accountability for results
• Displays a high commitment to delivering results • Leads others to achieve business objectives • Communicates effectively • Displays the highest level of integrity • Ability to maintain discretion • Self-motivated • Approachable