Bellman

IHG Hotels & Resorts; Kuwait City; On-site; KWD 2,800 - 4,700; Full time

Job summary

IHG Hotels & Resorts in Kuwait City seeks a dedicated Guest Services/Concierge to welcome guests, assist during check-in, and guide guests to rooms with attentive, personalized service.

The role includes handling baggage, escorting guests, providing information on facilities, and maintaining a spotless lobby while upholding brand standards and guest satisfaction.

Responsibilities

• Adhere to guest checking in and checking out procedures pertaining to baggage handling.
• Welcome guests at the main entrance and greet repeat guests and Priority Club members appropriately.
• Open/close car and taxi doors for arriving and departing guests.
• Guide guests to the Front Desk and assist during check-in with the rooming process.
• Provide guest services and guidance, recognizing repeat and long-staying guests.
• Assist with heavy packages and luggage, maintaining a courteous, prompt service.
• Keep the lobby clean, well-groomed, and present a neat uniform while on duty.
• Be familiar with hotel layout, lift operations, and emergency stairs for guest escort.
• Provide information about hotel facilities and services to guests.
• Document important matters in the Duty Log and coordinate transport when needed.

Job description

• Comply with Time and Attendance Policies
• Actively participate in training and development programs and maximize opportunities for self- development involve with the team to save costs in all possible areas of work and in the department.

FINANCIAL RETURNS

• Comply with Time and Attendance Policies
• Actively participate in training and development programs and maximize opportunities for self- development involve with the team to save costs in all possible areas of work and in the department.

PEOPLE

• Help other employees in the department, replacing them temporarily when necessary Participates in developmental programs
• Takes initiative to participate in CSR events/other related colleagues' events in the hotel to promote the reputation of the department/and the hotel.

Guest Experience

• Adhere to guest checking in and checking out procedures pertaining to baggage handling.
• Welcome guests at the main entrance, offering the greeting appropriate to the time of day taking particular note of repeat guests and Priority Club members.
• Assist arriving and departing guests by opening and closing car and taxi doors.
• Maintain a spotless Porte and drive-way.
• Guide the guest to the Front Desk and wait behind the guest during the check-in. Keep eyes on the Front Desk Clerk who provides the signal for you to step forward and receive the room and rooming booklet from the Front Desk Clerk. Without delay, escort the guests accordingly.
• Provide guest services and guidance.
• Learn and utilize names of guests, especially repeat and long staying guests and routinely greet guests as they pass through the lobby, remaining alert to situations where he can be of assistance to guests.

RESPONSIBLE BUSINESS

• Assist with heavy packages, coats, suitcase, etc. being alert to give assistance courteously and quickly, before having to be asked
• Maintain a willingness to please attitude and give undivided attention to any approaching guest
• Be familiar with the layout of the hotel and memorize the preferred route for escorting guests
• Room the guest in accordance with hotel standards
• Be familiar with the lift workings and emergency stairs
• Provide information to guests about the hotel facilities and services
• Keep the lobby clean and tidy, informing the Concierge or Bell Captain if it needs major cleaning Maintain a well groomed hair style and wear clean, shiny well-polished shoes and a neat uniform while on duty
• Keep the baggage room clean and in order before going off duty on each shift
• Upon arrival of newspaper, prepare them and deliver them to guest rooms as assigned by the Bell Captain
• Use the Duty Log to document matters of importance
• Operate Communicates equipment
• Arrange transport and coordinate luggage
• Manage the key system securely.

ACCOUNTABILITY

Demonstrate service attributes in accordance with industry expectations and company standards including:

• Being attentive to Guests
• Accurately and promptly fulfilling Guests requests
• Anticipate Guests needs
• Maintain a high level of knowledge which affects the Guest experience
• Demonstrating a „service‟ attitude
• Taking appropriate action to resolve guest complaints
• Appreciate the dynamic nature of the Hotel industry and extend these service attributes to all internal customers