Bellman

1 week ago

Singapore THE PAN PACIFIC HOTEL SINGAPORE Full time

**Position Summary
The Bellman is often the first and last face of the hotel. The Bellman ensures and creates the confidence that our guests’ luggage is consistently handled and delivered safely and promptly. They work closely with the Guest Services Team to ensure the consistent delivery of memorable hotel experiences.

**Primary Responsibilities**

**Front Office Operations : Bellman**
- Be knowledgeable of all hotel facilities and their hours of operation.
- Transport all guest luggage to and from guest rooms promptly and efficiently, handling all luggage with care and ensuring no items are lost.
- Know the correct method for lifting and carrying luggage.
- Escort to their rooms as required.
- Place luggage as directed by guest or in accordance to SOPs
- Conduct a room orientation to ensure guest comfort and satisfaction.
- Store and retrieve guest luggage as required or requested by guest in accordance to SOPs.
- Deliver all guests message, parcel and mail promptly without delay in accordance to SOPs.
- Answer Bell Desk telephone and handle guest enquiries as appropriate.
- Deliver daily morning and afternoon newspapers to guest rooms, offices and outlets.
- Be fully familiar with Front Office policies & procedure, Job Description and the Employee’s handbook.
- To be familiar with check-in and check-out process.
- Consistent usage of HotSOS for all job task-related communications and other forms of communications for guest-related issues.

**Learning and Development**
- Attend appropriate training courses, when required.
- Foster trust and cooperation among fellow associates, guests to develop a positive work environment.
- Keep updated with changes in hotel policies and processes by attending daily briefings and reading communication/briefing logs.
- Demonstrate personal ownership of tasks, and follow through to get the required results.

**Cleanliness & Maintenance & Safety**
- Ensure cleanliness and safety of the main driveway, front doors, kerbside, bell desk and luggage store room.
- Report any engineering or housekeeping defects immediately to the Bell Captain in accordance with SOPs.

**Safety Operations**
- Report all unsafe environmental conditions or equipment in the front door area that present a health & safety risk to the Bell Captain, Operations Manager, Lobby Manager or Security Duty Manager to ensure the guest and associates’ safety.
- Ensure the safety of guests by preventing and responding to emergencies.
- Administer first aid and CPR when required, if suitably qualified.
- Report all incidents regarding Health & Safety, injury or damage to the Bell Captain, Operations Duty Manager and Security in accordance with SOPs to ensure the safety of all guests at all times.
- Report any suspicious behaviour or theft of guest luggage to the Bell Captain, Operations Manager, Lobby Manager or Security Duty Manager in accordance with SOPs.
- Ensure the safety of guests and vehicles on the main driveway.

**Service Standardization**
- Adhere to Corporate Branding and Brand Standards.
- Champion the company’s Vision, Purpose and Values to consistently deliver memorable hotel experiences that exceed guest expectations and to value and respect all colleagues.
- Follow all SOPs to ensure consistency of delivery of all service standards.
- Previous experience in guest service industry as a bellman
- Exposure to multi-cultural environment
- Needs to be physically fit to carry luggage and parcels of up to 100lbs
- Able to work shifts, and on weekends and public holidays
- Good customer service skills

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