Kamis, 29 Maret 2012

Airport Representative Job Desc


Position:                    Airport Representative
Level:                        1b
Reports to:                Bell service Supervisor
Responsible for:        Airport & Hotel co-ordination for Guests
Unit:                          Multi Unit

Main Role & Objectives:
Ø  Responsible for welcoming guest’s VIP’s at the airport and making all necessary arrangements with regard to visa and transportation.
Ø  Perform any other duties that may be assigned from time to time by supervisors in the both properties
Main Tasks & Responsibilities:
Ø  Responsible for arranging ticket conformation with GRO
Ø  Work on Weekends and public holidays
Ø  Night work
Ø  May be required to work for another department for a fixed period
Ø  Provide guest service as well as duties of Car Park Attendant/ Baggage Handler and Porter during the night duty
Ø  Liase with airport authority and hotel
Ø  Assist visa officer or PRO at the Immigration Office & Airport
Ø  Report any accident involving hotel’s car to the FOM/Asst. F.O.M
Ø  Project a good image of the hotel by the way he keeps his car, his dressing and attitude
Ø  Liase with the reservation department, reception department and bell service department for all work details
Ø  Assist in loading and unloading baggage to and from the vehicles
Ø  Assign to carry out jobs for hotel as well as customers
Ø  Observe traffic rules and regulations
Ø  Work in co-operation with all other departments in the hotel
Ø  Take part in internal training sessions and any training courses related to the day to day work
Ø  Assist the reception in entering the data in the Police immigration system

Bell Service Supervisor Job Desc


Position:                    Bell Service Supervisor
Level:                        1c
Reports to:                Bell Captain,
Responsible for:        Bell Service tasks
Unit:                          Multi Unit

Main Role & Objectives:
Ø  Welcome the guests and provide the baggage service on check in and departure of the guests as well as the supervision and maintenance of the lobby area and its external areas
Ø  Carrie out certain shopping on behalf of the guests at the request of the Bell Captain or the Front Office department or the GRO
Ø  Supervise and co-ordinate the Bell service team
Ø  Perform any other duties as may be assigned by the supervisors or Management that may be deemed necessary as part of guest services in the both properties interest
Main Tasks & Responsibilities:
Ø  Ensure the quality of the bell service department
Ø  Co-ordinate the service
Ø  Provide the same service than the bellman
Ø  Welcome guests and assist with baggage, packages, briefcases etc.
Ø  Keep eye open to give service promptly and efficiently with a friendly smile
Ø  Establish a good rapport with the guests
Ø  Ensure the transfer of all baggage to the guest’s rooms
Ø  Store Guest baggage when securely when requested
Ø  Supervise the security of guests’ property during transfers and/or storage in the baggage area
Ø  May be responsible for the surveillance and cleanliness of the car parks as well as the hotel surrounds
Ø  Keep lobby clean and tidy and furniture in proper place
Ø  Clear ashtrays when needed and remove litter and newspaper.
Ø  Contact HK when necessary
Ø  Keep the baggage room clean and in order before going off duty
Ø  Show the guest around the bedroom, explaining the operation of any equipment
Ø  Have knowledge of all hotel services and inform the guests, whilst encouraging them to use them during their stay.
Ø  Be aware of the location of the hotel and its environment and be able to direct the guest to and from the hotel.
Ø  Listen to the guests at all times, strive to respond as quickly as possible to all requests made by guests.
Ø  Ensure the transmission of all messages, documents, packages, mails and faxes to all guests and other departments whenever necessary in accordance with established standard and procedures.
Ø  Distribute newspaper to guest rooms and other areas as and whenever necessary.
Ø  Assist guests with transportation requests. (Taxis)
Ø  Help to provides morning call back up service.
Ø  Inform the Front desk if guest acts suspiciously or has little luggage.
Ø  Report any unusual situation, fire or safety hazards, damaged items needing repair to his supervisor.
Ø  Run errands for guests or Duty Manager.
Ø  Carry out security checks in the hotel on a regular basis.
Ø  Constantly on your feet.
Ø  May be required to work in another departments for a fixed period of time
Ø  Attend departmental meetings and training programs

Bell Captain Job Desc


Position:                    Bell Captain
Level:                        2a
Reports to:                Assistant FOM
Responsible for:        Supervise & co-ordinate the Bell Service Team
Unit:                          Multi Unit

Main Role & Objectives:
Ø  Welcome and provide any information for the guests and visitors whilst discreetly monitoring movement in the reception area
Ø  Provide the baggage service on check in and departure of the guests as well as the supervision and maintenance of the lobby area and its external areas
Ø  S/he carries out certain shopping on behalf of the guests at the request of the GRO or the Front Office department
Ø  Supervise and co-ordinate the Bell service team
Ø  Perform any other duties as may be assigned by the supervisors and Management that may be deemed necessary as part of guest services in the both properties interest.
Main Tasks & Responsibilities:
Ø  Ensure that the guest has a comfortable stay at the hotel
Ø  Upon arrival of guests, welcomes them and assists them
Ø  Supervise and maintain proper procedures for baggage storage
Ø  Ensure that all staff is fully informed and knowledgeable on hotel facilities
Ø  Enforce house rules among bell staff, ensure rotation and posting in lobby area
Ø  Working closely with his colleagues to provide the maximum friendly, courteous and efficient personal services possible
Ø  Establish a good rapport with the guests
Ø  Supervise the security of guests’ property during transfers and/or storage in the baggage area
Ø  Supervise Bellboys on newspaper delivery when necessary
Ø  Prepare duty roster for staff and submit to FOM for approval
Ø  Ensure that all uniformed service staff are properly dressed, neat and clean at all times during duty hours
Ø  Ensure that all documentations in the lobby are clean, updated and refill
Ø  Responsible for the stock of all items necessary for the well function of department
Ø  Answer telephone calls for Bell Service and attend to guest's inquiries, requests and complaints
Ø  CO-ordinate closely with GRO and FOM on VIP’s, guest arrivals, special request, etc
Ø  Supervise and maintains proper procedures for baggage storage
Ø  Control and documents all movement of Bell Boys
Ø  Inspect elevator areas/reports malfunctions or maintenance requirement
Ø  Responsible for transportation request by guests
Ø  Ensure that events are accurately put up and initiate necessary actions
Ø  Enforce house rules among Bell staff, ensure rotation and posting in lobby area
Ø  Supervise Bell Boys on newspaper delivery when necessary
Ø  Provide the same service than bell boys if necessary
Ø  Will have to carry out all the functions of a reception team member
Ø  Recruit and train all new employees depending on the structure in the hotel
Ø  Attend meetings and training programs
Ø  Take part in department meetings
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