Bell Captain


Full job details

InterContinental Hotels & Resorts - Middle East & Africa
Job Type
Front Office, Concierge
Job Level

At InterContinental
Hotels Group, we own, operate and franchise more than 5000 hotels, offering more than half a million guest rooms in nearly 100 countries.  By bringing
your expertise and passion to any one of our brands, you will help us achieve our
vision : to be the most preferred, admired and successful hotel company the
world over.

Job overview

Under the general
direction of the Chief Concierge will demonstrate the highest standards of
guest care and welcome to achieve the highest possible guest satisfaction. Key
responsibilities: luggage service, message delivery, newspaper distribution. Providing
accurate information concerning hotel facilities, venues and functions;
assisting guests with all enquiries, both hotel and non-hotel related; maintain
detailed knowledge of the hotel activities of the day; maintain detailed
knowledge of key occurrences in the city/location including directions to key
points of interests, restaurants, shopping, cinemas, sporting and recreational
facilities, banks, consulates, transport systems, and special events.

Supervise and ensure
that 3rd party partners (Limousine & Valet) colleagues are complying
with company policies, standards and procedures.





The colleague will
be expected to cover night shift regularly.




Duties and Responsibilities




  • Monitor the
    expenses of daily newspaper deliveries to the guest rooms.
  • Controls the
    revenue of the Hotel Limousine service.
  • Controls the
    revenue of the Hotel Vale/Parking service.
  • Promote
    Inter-hotel sales, in house facilities and Food & Beverage outlets.
  • To be
    fully conversant with the facilities, services and special promotions offered
    by the hotel and to pass this information on to the guest to maximize hotel
  • Be aware of credit policies
    and procedures and liaise closely with Finance Department to ensure that credit
    procedures are properly carried out.
  • To have a full working
    knowledge of the IHG Rewards and Ambassador programme and its benefits.
  • Gain understanding of the
    departmental goals and financial targets and support Line Manager to achieve
    these targets. 
  • Recycle where-ever possible
    and enforce cost saving measures where appropriate.




  • Comply with
    Hotel Rules and Regulations and provisions contained in the Employment
  • Comply with
    Company Grooming Standards
  • Comply with
    Time and Attendance Policies.
  • Actively
    participate in training and development programs and maximize opportunities for
    self development.
  • To carry out
    on the job training in conjunction with and under the direction of line
  • Actively
    develop positive and effective communication between Bell service and all other
    operational Departments.
  • Ability to
    work as part of a diverse team with colleagues from different viewpoints,
    culture and countries.
  • To
    carry out on the job training in conjunction with and the direction of the direct
  • Ability to work as part of
    a diverse team with colleagues from different viewpoints, culture and countries.
  • Assist Manager in preparing
    efficient rosters for function
  • Cooperate, build and maintain relationships, coordinate
    and communicate with other hotel departments and 3rd party partners.
  • Collaborate
    closely with the valet parking staff and ensure the smooth handling of guests’
    and patron vehicles.




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



    1. Being attentive to Guests;
    2. Accurately and promptly
      fulfilling Guests requests;
    3. Anticipate Guests needs;
    4. Maintain a high level of
      knowledge which affects the Guest experience;
    5. Demonstrating a ‘service’
    6. Greets guests at all times in a friendly and helpful
      manner and attempts to learn and use guest’s name at every opportunity.
    7. Ensure team members provide guests with prompt
      service, professional attention and personal recognition
    8. Maintain a high level of product and local knowledge.
    9. Focus on the guest needs and go the extra mile.
      Immediately handles all guests’ requests and promptly follows up to ensure



  • Be familiar with all “In the Know” knowledge including directions to
    key points of interests, restaurants, theatres, shopping, cinemas, sporting and
    recreational facilities, etc
  • Be familiar with cultural
    programs and events going on in the city and its surroundings.
  • Ensure a sound knowledge of
    the local area regarding history, places of interest and special events.
    Knowledgeable of where further information can be obtained.
  • Perform personal services such as delivering messages
    and packages, running errands and replying to guests’ queries and requests.
  • Ensure all
    measures are taken so as to guarantee that guests depart from the hotel with a
    positive impression of hotel services.
  • Attend to guest’s
    complaints, inquiries and requests, refers problems to Manager if he/she unable
    to assist.
  • Take personal interest and
    pride to ensure that the Bell Service Area, hotel entrance and storing area are
    kept clean and in an orderly state at all times.
  • Whenever possible to
    anticipate guest’s needs, to be aware of all written and spoken requests, to
    carry out these requests in a courteous and helpful manner.
  • Ensure all customers
    receive a fast efficient and friendly service following the InterContinental
    Brand Standard Guidelines and the Standard of Operations Procedures of Front
  • Perform tasks as directed
    by the Manager in pursuit of the achievement of business goals.
  • Must ensure high
    recognition of IHG Rewards and Ambassador Members in order to achieve high
    scores in the HeartBeat survey.
  • Ensure maximum involvement
    in the HeartBeat program in order to obtain higher results.
  • Is fully aware
    of restaurant operating hours and specials / Spa facilities and services as
    well as other recreation options.



  • Demonstrate understanding and
    awareness of all policies and procedures relating to Health, Hygiene, Security and
    Fire Life Safety.
  • To participate with the Hotel
    team in the Responsible Business Week Activities.
  • Familiar with emergency and
    evacuation procedures.
  • Ensure all security incidents,
    accidents and near misses are always logged in a timely manner and brought to
    the attention of the Line Manager.
  • Ensure and maintain the
    security of information relating to customer and personnel in the hotel.




  • Supervise Daily Tasks and
    Responsibilities Bell Service and 3rd party partners.
  • Ensure colleague Training
    is done on appropriate material and in due time




Do you have what it
takes to be a leader in the world's most global hotel company?

If so, make it happen
and apply now for a career with InterContinental Hotels Group, where a world of
personal and professional opportunities exist.














Ideally, the
candidate must possess previous work experience in a Front Office/Concierge
environment or equivalent. Is a team player and have strong verbal and
communication skills. He/She must be customer oriented and is flexible to work
in various shifts.


























' ' ' '