Job purpose

The Bellman/Driver is often the first point of contact and the first impression for guests. Warm, knowledgeable service and helpful guidance reassure guests they’ve made the right choice to stay with us. To deliver a great guest experience – a Bellman/Driver is responsible for taking part in all activities related to the bell service such as, but not restricted to, handling of guest luggage, running errands and delivery of guest parcels or messages, driving for picking up at airport and take guest to vicinities.

Duties and responsibilities:

• Welcome guests in a friendly, prompt and professional manner recognizing IHG Rewards Club Members and also returning guests at the main entrance/on board shuttle.

• Answer phones in a prompt and courteous manner
• Responds and utilizes the HOTSOS application for guest requests.
• Communicate any outstanding guest requests or issues to management that may require additional monitoring or follow-up
• Take action to solve guest problems/complaints using appropriate service recovery guidelines
• Follow established hotel safety protocols and procedures at all times. Immediately report any health and safety incident, security breaches, concerns or suspicious behavior to the supervisor or manager on duty
• Assists guests with their luggage for both check-in/out and pick up/drop off.
• Follow Hotel standards on Check in/out or shuttle services.
• Controls usage of Bell closet and storage rooms.
• Maintains Shuttle inspection logs for each shift.
• Cleans ashtrays and keeps main entrance and lobby area neat and orderly.
• Complies with standards of grooming and personal hygiene.
• Maintains water station in the lobby and on shuttle.
• Provides shuttle service to guests both scheduled and requested.

• Work as part of a team and communicate with other departments as per hotel procedures to ensure excellent quality and service
• Perform other duties as assigned including guest room tours, concierge services, special guest requests, etc

This job requires ability to perform the following:

• Frequently standing up in Lobby areas
• Carrying or lifting items weighing up to 50 pounds / 23 kilograms
• Handling objects, products and computer equipment
• Driving the Hotel vehicle to various locations

• Being passionate about people and service
• Strong communication skills essential when interacting with guests and employees
• Reading and writing abilities are used often when completing paperwork, logging issues/ complaints/requests/information updates, etc.
• Basic math skills are used frequently when handling package fees.
• Problem solving, reasoning, motivating and training abilities are often used
• Have the ability to work a flexible schedule including nights, weekends and/or holidays