The Bellman is responsible for achieving guest satisfaction by creating a delightful arrival and departure experience, which includes escorting guests to their destination, handling, delivering and storing of guests\' luggage, communication of information and handling guest requests.Responsibilities:

• Act as a hotel ambassador at all times.
• Deliver luggage to the guest room within 7 minutes.
• Ability to exert physical effort in placing, removing and transporting guest luggage.
• Deliver messages, packages and facsimiles within 7 minutes of receipt.
• Deliver newspapers to all guest rooms.
• Remove luggage from guest rooms upon check out
• Answer department telephone within 4 rings, using correct salutations and telephone etiquette.
• Deliver items to guestrooms promptly to include: Messages, Mail & Faxes, Packages, Flowers, Sundry items requested by guests, and Gift items & Amenities
• Polish brass luggage carts and maintain cleanliness of carts.
• Ability to perform job functions with minimal supervision.
• Ability to work cohesively with other departments and colleagues as part of a team.
• Ability to be flexible as the job changes.
• Obtain department keys and radio / phone; ensure security of such.
• Be familiar with the entire room product including IT&T equipment
• Be familiar with all hotel services including spa and dining.
• Initiate contact with guests entering the hotel.
• Approach guests needing assistance.
• Ability to ensure security of guestroom access.
• Ability to understand guest inquiries and provide responses.
• Ability to focus attention on guest needs, remaining calm and courteous.
• Actively listen and communicate specific guest requests accurately to the Concierge, Reception and Telecommunications colleagues to ensure complete follow up
• Ability to promote positive relations with all individuals who approach the Bell Stand and by telephone
• Assist Door Person with unloading and loading of vehicles.
• Collect and record guest preferences.
• Follow requirements in terms of logbooks, control sheets, etc.
• Other duties as deemed appropriate by the Chief Concierge and Assistant Chief Concierge
• Ability to work flexible hours, including weekends, holidays and evenings.
• Provide guestroom and hotel tours.
• Assist Concierge Colleagues with guest requests and services, including retrieval of theatre tickets, flowers and other items as requested.
• Ensure customer satisfaction from arrival to departure in accordance to the MOHG Legendary Quality Experiences (LQEs), the MOHG Pillars and the respective service standards of MOQA.
• Follow all the FLHSS&E requirements and procedures

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Mandarin Oriental