Job Description

YOUR DAY-TO-DAY

• Greet all guests, visitors, and VIPs warmly and professionally as they arrive or depart the hotel.
• Open doors, assist with luggage, and provide direction or escort to the reception or appropriate areas.
• Coordinate with Bellmen and the Front Office team to manage guest arrivals and departures efficiently.
• Assist with hailing taxis, arranging transportation, and directing traffic in front of the hotel to ensure smooth flow.
• Provide information on hotel facilities, services, and local attractions with confidence and accuracy.
• Maintain a strong presence at the main entrance, upholding the hotel’s image and security protocols at all times.
• Monitor and manage the cleanliness and appearance of the entrance, driveway, and lobby areas.
• Anticipate guest needs and respond promptly to guest requests, inquiries, or concerns.
• Assist with handling packages, deliveries, and special guest arrangements as needed.
• Support the Front Office and Concierge teams during busy periods with a proactive, can-do attitude.
• Maintain detailed knowledge of hotel events, VIP arrivals, and guest preferences.

RESPONSIBLE BUSINESS

• Assist with heavy packages, coats, suitcase, etc. being alert to give assistance courteously and quickly, before having to be asked
• Maintain a willingness to please attitude and give undivided attention to any approaching guest
• Be familiar with the layout of the hotel and memorize the preferred route for escorting guests
• Room the guest in accordance with hotel standards
• Be familiar with the lift workings and emergency stairs.
• Provide information to guests about the hotel facilities and services
• Keep the lobby clean and tidy, informing the Concierge or Bell Captain if it needs major cleaning Maintain a well-groomed hair style and wear clean, shiny well-polished shoes and a neat uniform while on duty
• Keep the baggage room clean and in order before going off duty on each shift
• Upon arrival of newspaper, prepare them and deliver them to guest rooms as assigned by the Bell Captain
• Use the Duty Log to document matters of importance
• Operate Communicates equipment
• Arrange transport and coordinate luggage
• Manage the key system securely.

ACCOUNTABILITY

Demonstrate service attributes in accordance with industry expectations and company standards including:

• Being attentive to Guests
• Accurately and promptly fulfilling Guests requests
• Anticipate Guests needs
• Maintain a high level of knowledge which affects the Guest experience
• Demonstrating a „service‟ attitude
• Taking appropriate action to resolve guest complaints
• Appreciate the dynamic nature of the Hotel industry and extend these service attributes to all internal customers