Bell Captain

REQ13128 Bell Captain (Open)

Position Summary The Bell Captain is accountable for supervising the daily operations of the Bell Service ensuring maximum guest satisfaction and maintaining professional standards of services. The Bell captain is responsible for ensuring the smooth delivery of guest luggage, parking of guest cars, and ensuring Bell Attendants and Doorpersons adhere to departmental policies and procedures. They will also need to able to provide guests relevant information about events and attractions in hotel, and Macau.

Primary Responsibilities

• Establish a rapport with guests, answer their queries and resolve problems arising from guest complaints in a timely manner.
• Communicate with fellow team members and departments to proactively service guests, minimize confusion and ensure guest requirements are satisfied.
• Maintain current product knowledge of events and facilities of Altira Macau to ensure guests receive accurate and timely information and advice.
• Be responsible for the preparation of rosters and the confirmation of employee timesheets in an accurate and timely manner in line with company deadlines.
• Assist in the management, coaching and development of Bell staff to ensure competence, performance and succession objectives are met. This includes conducting performance reviews and counselling on all staff in accordance with Altira Macau’s Performance Management System.
• Train, monitor and evaluate performance of all Bell Attendants.
• Supervise the daily operation of the Bell Desk to ensure all allocated daily tasks are completed and all staff meets the service expectations required. Ensure the Bell area and lobby is maintained according to established service standards.
• Assist the Chief Concierge in the administrative duties of the Bell department and crowd control of valet parking area
• Provide experience and leadership in the absence of the Chief Concierge.
• Perform other reasonable job duties as assigned by supervisors from time to time
• Adhere to all Company policies and procedures
• Report accidents, injuries and unsafe work conditions to supervisor

Qualifications Experience

• 2 years working experience with minimum 1 year supervisory experience

Skills / Competencies

• Fluent in both written and spoken Mandarin, Cantonese and English
• Ability to stand and/or walk for an extended period of time during the shift
• Following the correct safe manual handling and lifting techniques
• Ability to move, lift, carry, push, pull and place objects weighing less than or equal to 25kg on frequent basis without assistance
• Ability to work on flexible shift including overnight, weekends and holiday on rotation basis
• Ability to work on overtime when needed
• Must be able to work indoors and be exposed to various environments such as fragrances

Advantageous Skills

• Excellent interpersonal / presentation skills are preferred
• Knowledgeable in Hotel Property Management Systems (preferably OPERA)