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Concierge - Bellman

Abu Dhabi

Full job details

Recruiter
The Westin Abu Dhabi Golf Resort & Spa
Posted
29/11/2016
Ref
66741245en
Location
Abu Dhabi
Job Type
Front Office, Concierge
Sector
Hotel
Job Level
Non-Management
 

Job Description

 

Concierge - Bellman
Company

Marriott International is the world’s leading global hospitality company, with more brands, more hotels and more opportunities for associates to grow and succeed. With 5,700 properties, you’ll find us in your neighborhood and in more than 110 countries across the globe. Learn about our 30 hotel brands at www.marriott.com/marriott-brands.mi. Find Your World.™



Location

Abu Dhabi, UAE



Department

Concierge - Front Office



Job Description

Other Relationships

• Rooms Division Department
• Food and Beverage Department
• Sales, Finance, Engineering, Executive office
• Spa& Recreation
• Engineering

Job Function / Summary

The Concierge Bellman is a key ambassador for the hotel and the Westin brand. He or she creates one of the most powerful first impressions to our guests. Westin Concierge Bellman has a friendly and outgoing personality, and is genuinely interested in meeting and serving new guests from all over the world. The position necessitates being an information provider, receiver, diplomat, problem solver, salesperson, hotel representative, public relations agent, coordinator of activities and accountant, all performed with the utmost politeness, efficiency and friendliness.

Concierge Bellman works under the guidance of Westin Experience Specialist in accordance with the objectives, performance and quality standards established by The Westin Abu Dhabi Golf Resort & Spa. Key role is managing the shift they are assigned to and responding to all situations, recording and informing about those situations accordingly.

At The Westin Abu Dhabi Golf Resort & Spa, we are proud to represent our hotel and our country to guests from all over the world. We treat our guests and our colleagues with respect, and work hard together to deliver the highest quality of service to all.
Ensure our guests are provided with proficient, professional service through meeting and exceeding the guest's expectations. Maintain a warm and friendly atmosphere for both internal and external customers.

Serve the needs of the business, our guests and our colleagues by ensuring that all guests are enjoying a positive and memorable Westin experience.

Area of Responsibility

 General & Technical Knowledge
 Customer Loyalty
 Operational Procedures
 Product Knowledge
 Any function deemed necessary by the Westin Experience Specialist, DM, FOM

KEY DUTIES AND RESPONSIBILITIES

Please note that this is not an exhaustive list of everything that needs to be done. Westin associates always find new ways to look after the business, their guests, and their colleagues. Within this, the key responsibilities for this position are:

• While the main responsibility is to control the lobby traffic and assist guests, there are many intangible elements to the role. Being highly guest-interactive, it is essential that the Concierge Bellman possesses extensive knowledge of the hotel operation.
• Concierge Bellman must have thorough knowledge of all amenities and hotel services including room types, rates, relative features and facilities, food and beverage outlets and promotions, spa and WorkOut room, and other properties.
• Concierge Bellman associate is to acknowledge, welcome, bit farewell, and greet with a smile all guests and visitors of the hotel in front of the hotel and lobby, assisting with guest’ luggage and messages.
• Transport guest luggage to/from guest rooms. Escort guests to rooms and to introduce all hotel services and features to guests. Responsible for attending to immediate needs of each guest upon arrival and follow through attention throughout stay.
• To participate in the effective day to day operation at the Bell service desk, complete shift duties as outlined on shift checklist.
• To ensure lobby and courtyard areas are clean and tidy at all times.
• During night shift clean courtyard area and clean and wash buggies.
• To assist guests who require special attention.
• To assist in ensuring that the transportation arrangements of the hotel work perfectly, including the coordination of taxi’s, private vehicles, limousines and other vehicles.

Takes charge of all incoming traffic by:

• Concierge Bellman is to be located at the hotel lobby and entrance areas under all weather conditions.
• Directing traffic, ensuring no vehicle blocks or parks on the main driveway
• Approaching all incoming vehicles and opening vehicle doors for guests;
• Assisting in unloading luggage from vehicles, ensuring bags are correctly tagged and being attended to by a bellman;
• Directs guests to reception counter and/or designated registration areas.
• Provides luggage service, ensuring that all incoming luggage are tagged and delivered immediately to the correct room.
• While in the room to deliver luggage, confirms satisfaction of guests with room facilities;
• Upon guest check-out, provides assistance by bringing down guest luggage upon request and loading in the appropriate vehicle or placing into storage; coordinates with reception to ensure all matters have been settled.
• Closely coordinates with the Guest Service Centre in message handling and delivery, ensuring appropriate tracers / records are updated.
• Provides guests with needed information and assistance on a wide variety of topics and services, which may include but is not limited to the following:
o Resort facilities, services, promotions, packages, history, staff, etc., including those of other hotels;
o Local and national tourist and/or business data;
o Local entertainment activities;
o Local recreation facilities and activities;
o Customized recreation / sports activities;

• Delivers newspapers to guest rooms in accordance to the Newspaper Delivery report.
• Pages guests in the Lobby or other requested public areas, as required.
• Maintains the Luggage Room and Long Term Luggage Store in a neat and orderly manner.
• Maximizes usage of complimentary shuttle service by guests; provides accurate information on schedules, records reservations, and arranges alternative vehicles where the demand exceeds the supplied seats.
• Assists in selling Resort services which adds on to Resort revenue, e.g., transportation services, entertainment activities, restaurant reservations etc.
• Other activities and tasks as directed by Westin Experience Specialist, Duty Manager, FOM.
• Assist all other areas of the hotel when required.

The above key areas, responsibilities and activities reflect the items necessary to describe the principal functions of the job identified and shall not be construed as detailed description of all work requirements that may be inherent in the job.

GUEST ASSISTANCE
• Reviews all written materials and documentation, rates, promotions, special events, etc. and ensures up to date product knowledge at all times.
• Is familiar with hotel, facilities and local area.
• Assists guests with information about the hotel and the local area.
• Promotes facilities whenever possible.
• Makes recommendations and reservations for hotel’s F&B outlets and leisure facilities.

Lost and Found
• Immediately reports and turns over lost and found articles to Security office, following required procedures at all times.
• Informs the Duty Manager and/or Security Department if valuables are left in the open area.
• Follows standard procedures in handling this and similar situations at all times.

Emergency Response
• Possesses full knowledge of emergency procedures.
• Provides assistance to the Hotel Emergency Response Team (ERT) during emergencies (drill or actual) by strictly adhering to specified procedures.
• Has full knowledge of emergency procedures and role of the section/department in handling such type of emergency.
• Attends scheduled associates training and periodic reviews on departmental responsibilities in case of emergencies.

Guest Complaints
• Follows guidelines governing complaints handling.
• Aware of the responsibility and established authority limits at all times.
• Personally attends to all guest complaints immediately and initiates immediate resolution

Others
• Performs other duties as may be required by management from time to time.

General Duties
Technical Knowledge
• To have complete knowledge of operational systems Opera PMS, Starwoodone, StarGuest and any other related systems.
• To have complete knowledge of Starwood’ programs SPG, FFP, COFC, MAGC, Gear Lending, Westin Experience Specialist, Guest History, etc.
• To have complete knowledge of Westin standard operating policies and procedures.
• To have complete knowledge of Delegation of Authority policy (DOA)
Care of equipment
• Oversees and ensures proper maintenance of equipment in the area of assignment.
• Oversees and ensures timely reporting of malfunction or maintenance deficiencies to appropriate area.

Training & Associates Activities
• Attends scheduled training activities
• Participates actively in company-initiated associates activities.

Communication
• Attends briefings, as required.
• Maintains good relationships with colleagues and contributes to team spirit.
• Cooperates and coordinates with colleagues whenever necessary.
• Interacts with other departments to provide additional or specialized guest services.

Grooming & Hygiene
• Adheres to specified hygiene and personal appearance standards of the Resort.

Attendance
• Adheres to set procedures for attendance and timekeeping.

Company Policies & Procedures
• Adheres to the provisions outlined in the Associates Handbook, Disciplinary Code and Rules & Regulations.

Environmental Awareness
• Reduces waste materials and supplies by adhering to the Company’s guidelines on re-using and re-cycling.
• Maintains clean and orderly work surroundings.
• Conserves water & energy by adhering to the environmental / energy conservation checklist for area.
• Participates in activities concerning the protection of the environment.
• Implements the identified Best Practices in your work area.

Guiding Principles
• Implements the identified Best Practices in the work area.
• Practices the guiding principles in day to day interaction and actively encourages associates to do the same.
• Maintains the highest standard of professionalism, ethics and attitude towards clients and colleagues.

The above areas, responsibilities and activities reflect the items considered necessary to describe the principal functions of the job identified and shall not be construed as detailed description of all the work requirements that may be inherent in the job.

HOW YOU CAN SUCCEED IN THIS ROLE

Within Westin Abu Dhabi Golf Resort & Spa, the top-performing people who do this job always demonstrate the following attitude:
Working with Others
• Try to anticipate and exceed the needs of customers and colleagues.
• Use initiative and good judgment to solve problems in a calm and efficient way.
• Enjoy working with others to achieve common goals. Volunteer as required to ensure the success of the team.
• Act with personal professionalism and integrity at all times.
Taking Responsibility
• Always conduct business honestly and fairly. Keep sensitive information confidential.
• Prioritize workload effectively and be organized and structured at work.
• Manage time and pay attention to detail. Know your jobs, and be able to work without close supervision.
• Display a positive attitude, even under pressure. Personally check your work to ensure its accuracy.
Delivering Results
• Committed to meeting and exceeding all performance standards
• Constantly look to develop your own professional skills and abilities
• Perform job tasks in line with established policies and procedures
• Always try to provide a top-quality experience to all our guests.

The above key areas, responsibilities and activities reflect the items necessary to describe the principal functions of the job identified and shall not be construed as detailed description of all work requirements that may be inherent in the job.

CRITICAL SUCCESS FACTORS
• Must be able to speak, read, write and understand the primary language(s) used in the workplace.
• Must be able to read and write to facilitate the communication process.
• Requires good communication skills, both verbal and written.
• Must possess advanced computer skills.
• Basic knowledge of the principles and practices within the Rooms

PERFORMANCE MEASURES


Key Result Areas:

As specified by Big 5 or goals in your PMP

Measures of Performance:

Big 5 or goals as set by Manager



Requirements

Good English, Previous 5 star experience