Bellman - La Festa Phu Quoc, Curio Collection by Hilton

The Bellman organizes and coordinates the Bell service and Transportation service to ensure that each guest experiences a memorable stay from arrival, during the stay, through to departure, in line with Hilton and hotel policies and procedures.
A Bellman serving Hilton Brands is always working on behalf of our Guests and working with other Team Members. To successfully fill this role, you should maintain the attitude, behaviours, skills, and values that follow:
• Maintain high customer service focus by approaching your job with the customers always in mind
• Have a positive impact, taking personal responsibility and initiative to resolve issues, always clearly communicating with both customers and colleagues
• Motivated and committed, approaching all tasks with enthusiasm, seizing opportunities to learn new skills or knowledge in order to improve personal performance
• Be flexible, respond quickly and positively to changing requirements including the performance of any tasks requested of you
• Maintain high team focus by showing cooperation and support to colleagues in the pursuit of team goals
• Contribute ideas and suggestions to enhance operational / environmental procedures in the hotel
• Good organization and coordination skills
• Strong sense of responsibility and self-motivation
• Patient and responsible in solving all problems
• Able to maintain excellent relations with team members
• Able to work under great physical and mental pressures
• Understand basic spoken English to meet business needs
• Actively promote the services and facilities of Hilton hotels to guests and suppliers of the hotel
• Perform all duties and responsibilities in a manner that ensures your safety and that of others in your workplace
As the Bellman, you will be responsible for performing the following tasks to the highest standards:
Actively seek verbal feedback from customers
Agree on and implement actions to make improvements to customer service
Promote Hilton Honors and its associated benefits to guests who are not already enrolled in the program, ensuring that existing Hilton Honors members receive personal and professional service that recognizes them as important guests and that their benefits are received
Positively deal with and learn from customers’ complaints and comments with follow-up and feedback to the Bell Captain / Chief Concierge
Make sure all customer requests and queries are responded to promptly and effectively, adhering to Hilton brand standards
Be proactive towards customers, assisting them with any reasonable requests
Take an active role in the Concierge team, ensuring effective communication and work as a team in order to reach goals and targets
Handle complaints promptly and efficiently, taking the necessary action, and informing the Bell Captain / Chief Concierge to follow-up where appropriate
Follow-up with all guests to ensure satisfaction with problem resolution (service recovery)
Facilitate a prompt departure for all guests by ensuring that their luggage is brought from their rooms promptly when requested or offer assistance when in the lobby
Ensure that all guests are offered help to make arrangements for transportation and that they are invited back and bid farewell
Manage the storage and organization of guests’ luggage in a safe and secure, organized and systemized way
Ensure that the concierge team maintains the lobby appearance to be neat and tidy, and that public areas are cleaned when necessary
Responsible for ensuring hotel materials are well stocked and information is available to guests
Knowledgeable of the hotel’s facilities and services as well as basic knowledge of Hilton
Up to date with information and have detailed knowledge of facilities, attractions, places of interests, sights and activities in and around the hotel, imparting this knowledge to other team members
Ensure that ticket reconfirmation, safari bookings and guest reservations are correctly carried out when required
Ensure appropriate handling and delivering of messages, receive and distribute packages, manage the daily post and correspondence of both guests and the hotel
Know well the hotel transportation arrangements, ensuring that pick-ups and drop-offs are completed on time

Work arrangement
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