Bell Attendant - Concierge Services

Departure Services

- Greet guests courteously on arrival and departure and direct or escort them to the appropriate hotel area.
- Handle guest luggage efficiently during arrival, throughout the stay, at departure, and within luggage storage.
- Ensure guest luggage remains secure and is appropriately identified with baggage claim tags.
- Escort guests to their rooms and introduce hotel facilities to first-time visitors.
- Explain relevant room features including lighting, television, safe, air conditioning, and fire exits.
- Position luggage appropriately in the guest room for convenient unpacking.
- Coordinate with Front Office regarding scanty baggage procedures and the release of guest luggage at departure.
- Provide prompt delivery of messages, newspapers, parcels, and packages according to hotel procedures.

Concierge and Guest Assistance

- Respond promptly and courteously to guest requests and enquiries.
- Maintain regular contact with guests and assist with concerns or complaints in a professional manner.
- Coordinate with relevant departments to ensure guest requests receive timely follow-up.
- Escalate complaints, unusual occurrences, and special requests to the Concierge desk or manager when necessary.
- Provide lobby paging services under Concierge supervision.
- Handle telephone calls at the Concierge desk.
- Familiarize guests with hotel facilities and services.
- Apply suggestive selling techniques where appropriate.
- Maintain current knowledge of hotel facilities, daily activities, functions, groups, occupancy, and VIP movements.

Transportation and Parking

- Arrange guest transportation requests including limousine services, shuttle buses, and car rentals.
- Coordinate car rental requirements with the hotel\'s designated rental agent.
- Park guest and visitor vehicles in designated hotel parking areas.
- Assist guests with directions and transportation-related enquiries.

Daily Operations

- Review and update the logbook and follow up on outstanding matters.
- Check for special assignments and operational requirements at the beginning of the shift.
- Check relevant equipment and report issues requiring attention.
- Support the smooth day-to-day operation of the Concierge area.
- Maintain the Concierge Desk area in a clean, safe, hygienic, and orderly condition.
- File daily Concierge reports and supporting documents systematically under Concierge supervision.
- Maintain accurate records and documentation according to operational requirements.
- Communicate important operational information to the incoming shift to ensure continuity of service.
- Report relevant operational developments to the Assistant Front Office Manager or Front Office Manager.

Safety and Service Standards

- Follow hotel accident prevention policies.
- Maintain awareness of applicable fire and first aid procedures.
- Support effective control of guest room key card issuance to protect guest security.
- Maintain proper grooming and a professional appearance at all times.
- Attend scheduled training sessions.
- Maintain a friendly and cheerful approach when interacting with guests and colleagues.
- Cooperate respectfully with colleagues within the department and across the hotel.
- Remain informed about the hotel\'s daily Talk of the Walk communication.

Qualifications and Experience

- University degree in any field.
- Minimum 1 year of experience in a similar role within a 4-5 star hotel.
- Ability to provide courteous and responsive guest service.
- Ability to work effectively with Concierge, Front Office, and other hotel departments.

What Accor Offers

- Employee benefit card offering discounted rates at Accor properties worldwide.
- Learning programs through Accor Academies.
- Opportunities to develop professional skills and grow within the property and across Accor.