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Bellman Supervisor

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Mandarin Oriental Hotel Group

14d ago

  • Job
    Full-time
    Senior Level
  • Hospitality & Retail
    People, HR & Administration
  • Dubai

AI generated summary

  • You need a senior school qualification, 3 years in a 5-star hotel, 2 years in bell/door roles, strong leadership and communication skills, and the ability to lift luggage and work flexible shifts.
  • You will manage the bell desk, assist guests, ensure luggage security, maintain logs, audit luggage rooms, train staff, and review performance reports for optimal guest satisfaction.

Requirements

  • Senior School qualification or equivalent
  • Minimum 3 years’ experience working in a 5-star hotel environment.
  • Minimum 2 years’ Door or Bell experience
  • Previous experience working in the Middle East Region is an advantage
  • Excellent communication and interpersonal skills, with a focus on delivering exceptional guest service and the ability to interact effectively with guests and colleagues
  • Ability to understand guest needs and expectations and to deliver superior customer service with little input from others
  • Strong leadership skills with the ability to inspire and manage a team effectively.
  • Exceptional organizational skills and attention to detail, with the ability to multitask and prioritize in a fast-paced environment.
  • Able to lift heavy luggage and exert physical effort in placing, removing and transporting guest luggage.
  • Physical capabilities to stand for a long period; Flexibility to work a variety of shifts, including evenings, weekends, and holidays as per business needs.

Responsibilities

  • Run the Bell Desk in the ground lobby.
  • Maintain Long Term Storage Log via GoConcierge.
  • Audit the Luggage room weekly.
  • Remove luggage from guest rooms upon check out.
  • Be familiar with all hotel services including spa and dining.
  • Initiate contact with guests entering the hotel.
  • Approach guests needing assistance.
  • Ability to ensure security of guestroom access.
  • Ability to understand guest inquiries and provide responses.
  • Ensure customer satisfaction from arrival to departure in accordance to the MOHG Legendary Quality Experiences (LQEs), the MOHG Pillars and the respective service standards of MOQA.
  • Actively listen and communicate specific guest requests accurately to the Concierge, Reception and Telecommunications colleagues to ensure complete follow up.
  • Ensure all the FLHSS&E requirements and procedures are followed by the team.
  • Supervise and manage the bell team, including hiring, training, scheduling, and performance evaluations.
  • Prepare and review reports related to bell staff performance, guest satisfaction, and operational efficiency.

FAQs

What is the main responsibility of a Bellman Supervisor at Mandarin Oriental Downtown, Dubai?

The main responsibility of a Bellman Supervisor is to achieve guest satisfaction by creating delightful arrival and departure experiences, which include escorting guests, handling luggage, and addressing guest requests.

What qualifications are required for this position?

A Senior School qualification or equivalent is required, along with a minimum of 3 years’ experience in a 5-star hotel environment and at least 2 years of Door or Bell experience.

Is previous experience in the Middle East important for this position?

Yes, previous experience working in the Middle East Region is considered an advantage.

What skills are essential for a Bellman Supervisor?

Essential skills include excellent communication and interpersonal skills, strong leadership abilities, exceptional organizational skills, the capacity to understand guest needs, and the physical capability to handle and transport heavy luggage.

How does the Bellman Supervisor ensure guest satisfaction?

The Bellman Supervisor ensures guest satisfaction by actively listening to guest requests, communicating effectively with the team, and adhering to the hotel's service standards throughout the guest's stay.

What are the working conditions for this role?

The role requires standing for long periods and the flexibility to work various shifts, including evenings, weekends, and holidays, as per business needs.

What are the supervisory responsibilities of the Bellman Supervisor?

The supervisory responsibilities include managing the bell team, hiring, training, scheduling, conducting performance evaluations, and preparing reports related to team performance and guest satisfaction.

Is physical fitness important for the Bellman Supervisor position?

Yes, physical capabilities are essential as the role involves lifting heavy luggage and exerting physical effort when transporting guest luggage.

How does the Bellman Supervisor handle luggage storage?

The Bellman Supervisor is responsible for maintaining a Long Term Storage Log via GoConcierge and auditing the luggage room on a weekly basis.

What guest services should the Bellman Supervisor be familiar with?

The Bellman Supervisor should be familiar with all hotel services, including spa, dining, and guest inquiries to provide comprehensive assistance.

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Mandarin Oriental Hotel Group

Travel & Leisure
Industry
10,001+
Employees
1963
Founded Year

Mission & Purpose

Mandarin Oriental Hotel Group is the award-winning owner and operator of some of the world’s most luxurious hotels, resorts and residences. Having grown from its Asian roots into a global brand, the Group now operates 36 hotels and 7 residences in 23 countries and territories, with each property reflecting the Group’s oriental heritage and unique sense of place. Mandarin Oriental has a strong pipeline of hotels and residences under development, and is a member of the Jardine Matheson Group. Mandarin Oriental’s aim is to be recognized widely as the best global luxury hotel group, providing 21st century luxury with oriental charm in each of its hotels. This will be achieved by investing in the Group’s exceptional facilities and its people, while maximizing profitability and long-term shareholder value. The Group regularly receives recognition and awards for outstanding service and quality management. The strategy of the Group is to open the hotels currently under development, while continuing to seek further selective opportunities for expansion around the world. The parent company, Mandarin Oriental International Limited, is incorporated in Bermuda and has a premium listing on the London Stock Exchange, with secondary listings in Bermuda and Singapore. Mandarin Oriental Hotel Group International Limited, which operates from Hong Kong, manages the activities of the Group’s hotels. Mandarin Oriental is a member of the Jardine Matheson Group.