Bellman & Driver

Job Description

• To take time and get to know the guests, and to be committed to service excellence.
• To show presence in the Hotel Lobby and provide service that is sincere, warm and enthusiastic, ensuring the guests’ satisfaction.
• Work closely with Front Office, Housekeeping and Food and Beverage regarding guest needs and special requests
• Take opportunities to delight the guests.

• Awareness of local activities and recreation options
• Be fully aware of the daily information and activities both in the hotel and locally.
• Check Hotel status including occupancy, functions, groups, VIPs.
• Review log book, verify outstanding and follow up pending. Identify if any special assignment for the day
• Is aware of the daily activities and has product knowledge of all the hotel facilities.

• Follow the grooming standards at all times
• Attend training classes as per schedule
• Show fullest cooperation and respect within the team and other departments
• Perform as per OSM Standards and in line with the Company’s Values and Core Behaviours
• Check equipment and report issues to IT or Engineering
• Handle guest complaints and report to manager
• Show fullest cooperation and respect within the team and other departments.
• Ensure the prompt and efficient handling off all guest luggage on arrival, during stay, departure and the luggage store, as well as ensure safety and security of guest luggage.
• Ensure that all luggage are covered with a baggage claim tag.
• Parking of guests and visitors vehicles in the designated hotel parking area.
• Resolve guests complaints / requests and liaise with the department concerned to ensure immediately follow up.
• Handle issuance of guest room key cards and ensure effective control for guest security.
• Report any unusual occurrences or requests to the Concierge desk.
• Responsible for the efficient, clean, safe and hygienic maintenance of the Concierge Desk area.
• Responsible for lobby paging services under the supervision of Concierge.
• Practices suggestive selling and able to familiarize guests to hotel facilities.
• Co-ordinates with Front Office to ensure that payment of guest folios is protected at all times, vis‑à‑vis scanty baggage procedure & release of guest bags on departure.
• Escorts guests to their rooms. For the first time guests, explain hotel facilities. In the room explain room facilities such as (how lights & TV function, safe, AC, fire exit, etc.)
• Ensure luggage is placed for guest to unpack.
• Ensures that all guests are greeted on arrival & departure of the hotel and escorting each individual to the right direction.
• Provide friendly and courteous service to guest and respond promptly to all requests and inquiries at all time.
• At the end of the shift or the day, he has to communicate all information that the next shift has to know for a well running of the operations.
• Maintain continuous contact with hotel guest to ensure that any problem or complain are handle efficiently and courteously.
• Ensures prompt & efficient message, newspapers, parcels & package deliveries to guests, as per hotel policy.
• Arrange all guest transportation requests including Limousine service, Shuttle Bus and car rental with coordination with our rent a car agent available in the hotel.
• To have a complete understanding of and to adhere to Mövenpick Hotels & Resorts policy relating to Fire, Hygiene, Health and Safety.

• Each guest is picked up in a clean and well maintained car.
• Make sure you know where the guest wishes to go
• Make sure you know the quickest way how to get there, if you are not sure of the way, ask or change drivers, we cannot take a guest tot the wrong place.
• Cleanliness and professionalism must be demonstrated at all time
• Respect the road signs and speed limits
• Ask guest if he / she wishes to have the radio, CD or AC on, switch it of if the guest requests it
• Assist the guests to load luggage in to the car trunk and assist to remove when guests is getting out of the car
• Avoid communicating to much to the guest, gage very quickly if the guest is in a chatty mode or not, if yes engage in pleasant conversation about Dubai or world topics, sports,…