Bell Captain

Company description

Why work for Accor?

We are far more than a worldwide leader. We welcome you as you are and you can find a job and brand that matches your personality. We support you to grow and learn every day, making sure that work brings purpose to your life, so that during your journey with us, you can continue to explore Accor’s limitless possibilities.

By joining Accor, every chapter of your story is yours to write and together we can imagine tomorrow's hospitality. Do what you love, care for the world, dare to challenge the status quo! #BELIMITLESS

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 Operational Standards Manual (OSM), 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.

Key deliverables and responsibilities

Planning & organizing:

Review and update logbook.

Regularly check equipment.

Be smart, well-groomed and maintain a friendly and cheerful disposition at all times.

Oversee the day-to-day operations.

Report regularly on happenings to Director of Front Office.

Monitor staff performance and coaching.

Be aware of fire and first aid procedures.

Handle guest complaints and report to manager.

Implement, coordinate and supervise bellmen, doormen and the valet parking team.

Proper grooming at all times.

Attend training classes as per schedule.

Show fullest cooperation and respect within the team and other departments.

Be aware of the daily activities and have product knowledge of all the hotel facilities.

Operations:

Ensure the prompt and efficient handling of all guest luggage on arrival, during stay, departure and the luggage store, as well as ensure safety and security of guest luggage.

Assure that every luggage is covered with a baggage claim tag.

Park guests’ and visitors’ vehicles in the designated hotel parking area.

Resolve guests’ complaints and requests and liaise with the department concerned to ensure immediate follow-up.

Handle issuance of guest room key cards and ensure effective control for guest security.

Report any unusual occurrences or requests to manager.

Be aware of the hotel accident prevention policies.

Responsible for the efficient, clean, safe and hygienic maintenance of the bell desk area.

Maintain accurate records and documentation, as per operational and organizational requirements.

Responsible for lobby paging services.

Practice suggestive selling and familiarize guests with hotel facilities.

Coordinate with Front Office to ensure that payment of guest folios is protected at all times, vis-à-vis scanty baggage procedure and release of guest bags on departure.

Escort guests to their rooms. For first-time guests, explain hotel facilities. In the room explain room facilities such as how lights and TV function, safe, AC, fire exit, etc.

Ensure luggage is placed for guest to unpack.

Ensure that all guests are greeted on arrival and departure of the hotel and escort each individual in the right direction.

Review logbook, verify outstanding and follow up pending items. Identify any special assignments for the day.

Check hotel situation, occupancy, functions, groups, VIPs.

File daily bell desk report and documents systematically.

Provide friendly and courteous service to guests and respond promptly to all requests and inquiries at all times.

At the end of the shift or the day, communicate all information that the next shift has to know for well-running of the operations.

Maintain continuous contact with hotel guests to ensure that any problem or complaint is handled efficiently and courteously.

Ensure guest errands are completed as directed.

Responsible for the organization of work within the department, including assignments, time schedules and vacations of the staff.

Ensure prompt and efficient message, newspapers, parcels and package deliveries to guests, as per hotel policy.

Arrange all guest transportation requests including limousine service, shuttle bus and car rental with coordination with the rent-a-car agent available in the hotel.

Handle 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 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, Swissôtel Al Murooj is located in downtown Dubai, one of the city’s favoured destinations for business or leisure.