Bellman

3 weeks ago


Dubai, United Arab Emirates Mandarin Oriental Hotel Group Full time

**Nestled in the city's heart, Mandarin Oriental Downtown, Dubai, offers a stunning fusion of modern design with a touch of oriental flair, redefining hospitality standards.**

**With unparalleled views of Dubai's skyline, the iconic Burj Khalifa, and the sparkling Arabian Sea, this urban retreat offers 224 luxury Residences and 259 Rooms & Suites.**

**Going beyond traditional hospitality, Mandarin Oriental Downtown, Dubai, it's not just a hotel but a lifestyle destination, offering relaxation, luxury, and memorable experiences.**

**Scope of Position**

The Bellman is responsible for achieving guest satisfaction by creating a delightful arrival and departure experience, which includes escorting guests to their destination, handling, delivering, and storing of guests’ luggage, communication of information and handling guest requests.

**Responsibilities**

Departmental:

- Act as a hotel “ambassador” at all times.
- Initiate contact with guests entering the hotel.
- Approach guests needing assistance.
- Assist Door Person with unloading and loading of vehicles.
- Collect and record guest preferences.
- Deliver luggage to the guest room as per standards.
- Remove luggage from guest rooms upon check out.
- Answer department telephone, using correct salutations and telephone etiquette.
- Deliver items to guestrooms promptly to include Messages, Mail & Faxes, Packages, Flowers, Sundry items requested by guests, and Gift items & Amenities.
- Polish luggage carts and maintain cleanliness of carts.
- Obtain department keys and radio / phone; ensure security of such.
- Be familiar with the entire room product including IT&T equipment.
- Be familiar with all hotel services including spa and dining.
- Ability to ensure security of guestroom access.
- Actively listen and communicate specific guest requests accurately to the Concierge, Reception and Guest Communications colleagues to ensure complete follow up.
- Follow requirements in terms of logbooks, control sheets, etc.
- Provide guestroom and hotel tours.
- Ensure customer satisfaction from arrival to departure in accordance to the MOHG Legendary Quality Experiences (LQEs)
- Follow all the FLHSS&E requirements and procedures.
- Assist Concierge Colleagues with guest requests and services, including retrieval of theatre tickets, flowers, and other items as requested.
- Other duties as deemed appropriate by the Chief Concierge and Assistant Chief Concierge

Colleague Relations:

- Foster a positive work environment, promote teamwork, and address any conflicts or issues that arise.
- Maintain open communication channels with other departments to ensure seamless coordination and colleague satisfaction.
- Participate in regular meetings with management and staff to discuss operational updates, challenges, and opportunities for improvement.
- Serve as a role model demonstrating humility, empathy, integrity, and a commitment to service excellence.

Guest Relations:

- Warmly engage and converse with guests.
- Ensure customer satisfaction in accordance to the applicable MOHG Legendary Quality Experiences (LQEs).
- Create WOW moments to surprise and delight in house guests.
- Listen to any customer complaints and if possible, resolve them effectively and otherwise refer to the manager in charge.

**Skills and Qualifications**
- Senior School qualification or equivalent.
- Minimum 2 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 verbal and written communication skills in English.
- Verbal and written communication skills in Arabic or other languages are preferred.
- Ability to understand guest needs and expectations and to deliver superior customer service with little input from others.
- Strong interpersonal and communication skills, with the ability to interact effectively with guests and colleagues
- With organizational skills and attention to detail, with the ability to multitask and prioritize in a fast-paced environment.
- Physical capabilities to lift heavy luggage and stand for a long period of time
- Flexibility to work a variety of shifts, including evenings, weekends, and holidays as per business needs.


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