Bell Captain

Bell Captain

With thousands of hotels in over 100 countries and territories, Hilton offers countless opportunities to delight. From an open door to a welcoming smile and an exceptional experience, we offer the millions of travellers who stay with us every year a welcome they will never forget. In addition to our flagship brand, Hilton Hotels & Resorts, the family of brands includes Waldorf Astoria, LXR, Conrad, Canopy, Curio Collection, DoubleTree, Hilton Garden Inn, Hampton and many others.

If you appreciate the impact global travel can have on the world, you may be just the person we are looking for to work as a Hilton Team Member. Because its with Hilton where we never forget the reason were here: to delight our guests, Team Members, and owners alike.

The Bell Captain organizes and coordinates the Concierge services to ensure that each customer experiences a memorable stay from arrival, during the stay, through to departure, in line with Hilton and hotel policies and procedures.

What will I be doing?

As the Bell Captain, you will be responsible for performing the following tasks to the highest standards:

• Actively seek verbal feedback from customers.

• Agree and implement actions to make improvements to customer service.

• Create a warm and welcoming arrival for guests, ensuring that they feel expected and immediately “at-home” when they arrive.

• Ensure that all guests are greeted at the door.

• 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 Front Office Manager.

• Make sure all customer requests and queries are responded to promptly and effectively, adhering to Hilton Brand Standards.

• Be available to assist on duty in the hotels during any busy days or special events.

• Be proactive towards customers, assisting them with any reasonable requests, and training all team members to see these things before the customers ask.

• Ensure that the concierge team escorts guests to their rooms, hotel facilities and room features are explained, and luggage is delivered in a prompt manner.

• 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 Guest Service Manager 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 hotels 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.

• Manage guests airport transportation, ensuring pick-ups and drop-offs are completed on time.

• Input information into ONQ regarding guests, ensuring accuracy, all details are completed, and that the information can be clearly understood by other team members.

• Have detailed knowledge of departmental standards and Hilton brand standards, explaining these standards to the team and assessing team members performance against these standards.

• Monitor standards through regular standards review checks.

• Develop action plans to address shortfalls in standards and identifying shortfalls before they affect customer service.

• Implement and follow through with the improvements identified.

• When the Chief Concierge is absent, prepare rosters and job schedules for team members to meet business needs (taking into consideration internal activities and occupancy and external events, promotions etc. )

• Describe, assign and delegate duties and authority for the operation of the department at all times.

• Plan ahead and ensure adequate resources are available.

• Ensure the shift is reviewed, handovers and briefings are carried out

• Maintain in-depth technical knowledge and skills required for the job.

• Maintain guest histories to assist with returning guests.

• Attend and participate in regular operational meetings and hotel meetings.

• Lead the Concierge, Bell Desk and Valet, monitoring performance, providing guidance and make decisions.

• Understand the goals of the hotel and the departments role in achieving it, communicating goals to the team.

• Set and agree to departmental objectives for self and team, getting members of the team to work cooperatively with others.

• Lead and motivate team members by example and employ competent and consistent management practices.

• Act as a coach and mentor to team members, reinforcing standards and expectations, motivating team members to strive for established targets.

• Be aware of potential highs and lows in the business.

• Create and implement sales promotions and team member incentives as per discussion with the Front Office Management.

• Create an environment where “everyone sells”.

• Use key monitors and financial targets to evaluate the departments performance and make future plans.

• Complete regular financial and operating reports, as required or requested by the Chief Concierge.

• Forecast potential revenue costs, controlling costs without compromising standards and follow company control procedures.

• Communicate relevant financial information to the team.

• Carry out selection interviews and make effective recruitment decisions.

• Ensure that standards trainings and assessments are carried out.

• Regularly review individual and team performance against objectives and provide feedback.

• Develop and implement department training plans to meet business needs.

• Introduce appropriate product knowledge courses.

• Participate in trainer programs, providing structured training to those starting careers in the hospitality industry.

• Understand relevant Health & Safety legislations and their implications on the operation of the department.

• Communicate to the team their responsibilities within Health & Safety.

• Ensure that safe and healthy working practices are implemented at all times.

• Ensure that all reporting and servicing deadlines are met on a timely basis.

• Adhere to the hotels security and emergency policies and procedures.

• Carry out any other reasonable duties and responsibilities as assigned.

• The Management reserves the right to make changes to this job description at its sole discretion and without advance notice.

What are we looking for?

A Bell Captain 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 to solve all problems.

• Able to maintain excellent relations with team members.

• Able to work under great physical and mental pressures.

• 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.

• Understand basic spoken English to meet business needs.

• Familiar with computer systems preferred.

What will it be like to work for Hilton?

Hilton is the leading global hospitality company, spanning the lodging sector from luxurious full-service hotels and resorts to extended-stay suites and mid-priced hotels. For nearly a century, Hilton has offered business and leisure travellers the finest in accommodations, service, amenities and value. Hilton is dedicated to continuing its tradition of providing exceptional guest experiences across its global brands. Our vision to fill the earth with the light and warmth of hospitality unites us as a team to create remarkable hospitality experiences around the world every day. And, our amazing Team Members are at the heart of it all!