About the job Bell Attendant
Current Job Title : Bell Attendant/ Valet /Concierge
Reports to (Job title) : The Designated Report, The Head of the department and ultimately the General Manager
Department : Rooms
Sub-department : Guest Relations
# Direct reports : - N/A
(# incumbents reporting to you)
# Indirect reports: -
(Span of control; Total number of incumbents in your team)
A. Please indicate what the primary focus of the function is: please choose between both options. It is not possible to select both options.
Focus is on technical expertise and individual contribution
(Individual contribution the position is focused on technical expertise rather than people, project or process management)
Focus is on management
(the focus of the position is on people, project and process management)
B. Mission: Describe below the primary purpose and function of this job. Why does the job exist in the company?
Please formulate your answer as follows: which activities (a,b,c) will need to be completed in order to obtain the following results (x,y,z).
The Bell Attendant supports the strategic plans and objectives of the Guest Relations Department. The function should be supportive, hands-on, methodical and business focused; creating memorable moments for our guests, taking ownership for assigned activities whilst collaborating closely with their immediate report and key business partners in order to deliver quality results. The job incumbent acts as an ambassador for the brand, reflecting the company culture and values. All work is carried out in accordance with company corporate policies, procedures and service concepts according to local requirements and regulations.
C. Key roles and responsibilities: List up to 5 - 8 key roles and responsibilities of this job. Additionally, please indicate the percentage of time spent on a monthly basis for each role/responsibility.
Roles/Responsibilities
1.
Support and assist in the smooth running of the guest relations department, where all aspects of the guest journey and experience are delivered to the highest level, ensuring both property and company standards are attained and adhered to.
2.
Takes responsibility for the duties and tasks assigned to the role, ensuring that all work is carried out in a timely and professional manner.
3.
Collaborate with colleagues to maximize guest satisfaction and comfort, delivering a positive and responsive approach to enquiries and problem resolution.
4.
Support and deliver on the strategies and objectives of the guest relations department taking ownership for assigned areas of responsibility.
5.
Develops and builds own skills, knowledge and experience at every opportunity within guest relations department, which aligns with the culture of growth, development and performance expected by the company.
6.
Collaborates with the Head of Department, ensuring that departmental inventory is maintained, that productivity targets are achieved and performance levels are attained
7.
Build and maintain effective working relationships, communicating with key stakeholders whilst promoting the company culture and values.
8.
Ensures adherence to all legislation where due diligence requirements and best practice activities are planned, delivered and documented for internal and external audit, performing follow-up as required
D. Competencies & skills requirements
- Experience in guest relations
- Ability to adapt to changing service environments
- Pro-active with a hands-on approach
- Passion for the hospitality industry
- Ability to manage work ensuring that tasks assigned are delivered
- Ability to find creative solutions, offering recommendations
- Personal integrity, with the ability to work in an environment that demands excellence
- Strong communication and listening skills
- Good IT skills
- Ability to work collaboratively at all levels within the department
- An open and positive personality
- Ability to handle challenging priorities and assignments
F. Job requirements and qualifications: Indicate the minimum education and experience for this job, any certifications required
Minimum education: National academic qualifications preferred
Minimum experience: 1+ years of relevant experience in Guest Relations
Language skills: Good command of written and spoken English
Required certificates: -