Bell Captain

Job Description

The Role

• Under the guidance and supervision of the Chief Concierge and / Director of Front Office and within the limits of the established Swissôtel Al Murooj policies and OSM (Operational Standards Manual), his/her responsibilities are to provide efficient, personalized, courteous and punctual service and to practice up-selling techniques. To work with a team spirit and to ensure that each guest leaves the property fully satisfied and with the wish to return back.

Key Deliverables and Responsibilities

Planning & Organizing:

1. Review and update Logbook.
2. Regularly Checks equipment.
3. Be Smart, well-groomed and maintain a friendly and cheerful disposition all the times.
4. Oversee the day to day operations.
5. Report regularly on happening to Director of Front Office.
6. Monitor Staff performance/ Coaching.
7. Aware of fire & first aid procedure
8. Handle guest complaints and report to manager
9. Implement, coordinate and supervise Bellmen, Doormen and the valet parking team.
10. Proper grooming at all times.
11. Attend training classes as per schedule.
12. Show fullest cooperation and respect within the team and other departments.
13. Is aware of the daily activities and has product knowledge of all the hotel facilities.

Operations:

1. Ensure the prompt and efficient handling off all guest luggage’s on arrival, during stay, departure and the luggage store, as well as ensure safety and security of guest luggage.
2. Assure that every luggage is covered with a baggage claim tag.
3. Parking of guests and visitors vehicles in the designated hotel parking area.
4. Resolve guests complaints/ requests and liaise with the department concerned to ensure immediately follow up.
5. Handle issuance of guest room key cards and ensure effective control for guest security.
6. Report any unusual occurrences or requested to manager.
7. Be aware of the hotel accident Prevention Policies.
8. Responsible for the efficient, clean, safe and hygienic maintenance of the Bell Desk area.
9. Maintains accurate records / documentation, as per operational and organizational requirements.
10. Responsible for lobby paging services.
11. Practices suggestive selling and able to familiarize guests to hotel facilities.
12. Co-ordinates with Front Office to ensure that payment of guest folios is protected at all times, vis-à-vis scanty baggage procedure & release of guest bags on departure.
13. Escorts guests to their rooms. For the first time guests, explain hotel facilities. In the room explain room facilities such as (how lights & TV function, safe, AC, fire exit, etc.)
14. Ensure luggage is placed for guest to unpack. 
15. Ensures that all guests are greeted on arrival & departure of the hotel and escorting each individual to the right direction.
16. Review log book, verify outstanding and follow up pending. Identify if any special assignment for the day
17. Check Hotel situation, occupancy, functions, groups, VIPs
18. File daily bell desk report and documents systematically.
19. Provide friendly sand courteous service to guest and respond promptly to all requests and inquiries at all time.
20. At the end of the shift or the day, he has to communicate all information that the next shift has to know for a well running of the operations.
21. Maintain continuous contact with hotel guest to ensure that any problem or complain are handle efficiently and courteously.
22. Ensures guest errands are completed as directed.
23. Responsible for the organization of work within the department, including assignments, time schedules and vacations of the staff
24. Ensures prompt & efficient message, newspapers, parcels & package deliveries to guests, as per hotel policy
25. Arrange all guest transportation requests including Limousine service, Shuttle Bus and car rental with coordination with our rent a car agent available in the hotel.
26. Handling telephone calls at the Concierge desk.

Core Behaviours

Core behaviours are our actions: what we say, what we do, and how we interact with one another. Our behaviours come from what we believe in, what we value. At Swissôtel Hotels & Resorts, we call these value based behaviours. The following statements provide indicators of the types of behaviours we expect employees in our company to display.

Trust: Operates with fairness and integrity, fostering an environment of transparency and sincerity through open and honest communication and by honouring commitments.
Relationships: We build and maintain strong connections with colleagues and guests, valuing diversity in people and perspectives whilst overcoming potential obstacles to increase cooperation and collaboration.
Drive: We are action-oriented, setting direction for self and others, clarifying goals and objectives and overcoming barriers and challenges to produce results.
Entrepreneurship:  We fully understand the business and market context, identifying and seizing opportunities for continuous improvement and supporting change

Qualifications

**Required Qualifications:**

• College Graduate or equivalent qualification from a recognised institution
• Minimum 1 year of professional experience in a Bell Captain or equivalent guest services leadership role within a luxury hospitality environment
• Proficient computer literacy with demonstrated ability to operate hotel management systems and office applications
• Comprehensive knowledge of guest services protocols and luxury hospitality standards
• Excellent command of English; additional languages are advantageous
• Valid driver's licence and knowledge of local geography
• Current First Aid and Fire Safety certification (or willingness to obtain)

**Essential Competencies:**

• Proven ability to lead and supervise front-of-house teams with professionalism and integrity
• Strong organisational and time management capabilities
• Exceptional interpersonal and communication skills with demonstrated commitment to guest satisfaction
• Sound judgment and problem-solving abilities in high-pressure environments
• Commitment to maintaining the highest standards of personal grooming and professional conduct

Additional Information

Directly opposite to The Dubai Mall, the iconic Burj Khalifa, 10 minutes walk to the Dubai Metro Station and within a few minutes’ drive to DIFC, World Trade Centre and just 15 minutes’ drive from Dubai International Airport, Swissotel Al Murooj is located in downtown Dubai, one of the city’s favoured destinations for business or leisure.