Bell Services Officer

**Job Number** 23099097

**Job Category** Rooms & Guest Services Operations

**Location** Courtyard Singapore Novena, 99 Irrawaddy Road Novena, Singapore, Singapore, Singapore

**Schedule** Full-Time

**Located Remotely?** N

**Relocation?** N

**Position Type** Non-Management

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Greet and escort guests to rooms. Open doors and assist guests/visitors entering and leaving property. Inform guests of property amenities, services, and hours of operation, and local areas of interest and activities. Identify and explain room features to guests (e.g., use of room key, mini-bar, ice and vending areas, in-room safe, valet laundry services). Transport guest luggage to and from guest rooms and/or designated bell area. Arrange transportation (e.g., taxi cab, shuttle bus, limousine/sedan service) for guests/visitors, and record advance transportation request as needed. Communicate parking procedures to guests/visitors.

Assist in carrying out daily activities at the Bell Service Desk. Responsible to all guest queries and maintain a high standard of general appearance and the cleanliness of the counter at all times. Being aware of current updated information and on-going events so as to maximise guest satisfaction

Follow all company policies and procedures, and report accidents, injuries, and unsafe work conditions to manager. Maintain awareness of undesirable persons on property premises. Ensure uniform and personal appearance are clean and professional and maintain confidentiality of proprietary information. Welcome and acknowledge all guests, anticipate and address guests’ service needs, assist individuals with disabilities, and thank guests with genuine appreciation. Speak with others using clear and professional language, and answer telephones using appropriate etiquette. Develop and maintain positive working relationships with others. Comply with quality assurance expectations and standards. Read and visually verify information in a variety of formats (e.g., small print). Move at a speed required to respond to work situations (e.g., run, walk, jog). 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 50 pounds without assistance and objects weighing in excess of 75 pounds with assistance. Move over sloping, uneven, or slippery surfaces as well as up and down stairs and/or service ramps. Reach overhead and below the knees, including bending, twisting, pulling, and stooping. Perform other reasonable job duties as requested by Supervisors.

DUTIES AND RESPONSIBILITIES
- Perform Concierge service and Bell service
- Maintain a professional appearance, pleasant personality and good posture.
- Handles luggage for both arriving and departing guests. This includes proper handle, tagging and delivering of luggage.
- Rotation shift to perform duties at the Driveway and work closely with Bell team and Bell Services Supervisor/Manager to ensure guest arrival and departure experience is seamless.
- Is required to understand and operate property management system OPERA.
- Delivers incoming items to the guestrooms at the request of Bell Services Supervisor/Manager
- 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.
- Handle guest enquiries pertaining to tourist information when at the Hotel Lobby, Driveway and Bell Desk.
- 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.
- Handle “hold for collection” duty according to the Standards
- Handle mail/post enquiries.
- Ensure work area, lobby and coach bay are clean and in order at all times.

TRAINING AND HUMAN RESOURCES
- Treat complaints of harassment and discrimination promptly and confidentially.
- Treat customers and colleagues from all cultural groups with respect and sensitivity.

MISCELLANOUS
- Ensure that all the standards and procedures established at the Courtyard by Marriott are reached successfully and permanently.
- Responsible for adhering to Courtyard by Marriott staff rules and regulations as detailed in the staff handbook.
- To be ready and responsible when assigned to perform any other duties or job functions as required by Executive, Senior Management or Assistant Manager.
- Bell Services Officer may be assigned to other duties in the hotel as and when required by business levels.

HEALTH AND SAFETY
- Ensure that all potential and real Hazards are reported immediately and rectified
- Be fully conversant with all departmental Fire, Emergency and Bomb procedures
- Ensure that all emergency procedures are rehearsed, implemented and enforced to provide for the security and safety of guests and employees

CONFIDENTIALITY
- Ensure Hotel, Customer and Staff information or transactions are kept confidentia