Bellboy or doorman

• Provide courteous assistance with luggage, rooming and guest relations.
• Checks the daily arrival list
• Assists guests with luggage to the front desk
• Escorts guests to room, placing luggage in room
• Inspects guest room for order and adequate supplies and informs guests of room amenities
• Leaves customer room key and welcome card
• Delivers faxes, messages, packages and flowers for guests, and undertakes any other requests to ensure their comfort
• Collects and returns outgoing guest laundry and dry cleaning
• Pages guests in lobby or other areas as needed
• Maintains the appearance of the hotel lobby and entrance
• Refills and replaces promotional material as needed
• Performs light cleaning in the lobby, corridors and entrances by picking up litter, emptying ashtrays and properly arranging furniture
• Observes and changes light bulbs in corridors and guest rooms if necessary
• Keeps luggage storage room clean and tidy.
• Ensures the efficient delivery and collection of group luggage
• Facilitates prompt check-out by assisting guests
• Assists guests with luggage to the taxi or car, when the account has been settled
• Assists guests to bring luggage from room to hotel entrance and receive luggage when requested; issues completed claim checks to guests when storing luggage
• Ensures that hotel flags are raised at the appropriate time each day
• Issues appropriate keys to guests and staff according to the hotel’s guidelines and policies

SKILL AND KNOWLEDGE

• Is fully conversant with the hotel reservation system
• Is able to operate switchboard, telefax, key equipment, credit card machines and printers, hotel alarm systems, and other Front Office equipment

SECURITY, HEALTH AND SAFETY

• Ensures that own cash is secure at all times
• Ensures all discrepancies in own cash are declared to the Service Manager and Controller
• Ensures that guest details are not disclosed
• Maintains high confidentiality in regards to guest privacy
• Reports any suspicious behavior of guests and staff to the Service Manager, and Security
• Notifies Service Manager and Executive Housekeeper regarding lost and found objects
• Ensures that all potential and real hazards are reported appropriately immediately
• Fully understands the hotel’s fire, emergency, and bomb procedures
• Follows emergency procedures to provide for the security and safety of guests and employees
• Works in a safe manner that does not harm or injure self or others
• Supports a safe hotel by applying hotel regulations, and adhering to existing laws and regulations
• Anticipates possible and probable hazards and conditions and notifies the Service Manager
• Maintains the highest standards of personal hygiene, dress, uniform, appearance, body language and conduct

GUEST RELATIONS

• Acquires and uses information from the Concierge’s updated database of regular guests and VIP guests to provide personalized service
• Welcomes and escorts guests upon arrival; exhibits courteous manners
• Promotes Radisson Blu Hotels by inviting guests to return
• Maximizes customer satisfaction and utilization of hotel facilities by promoting hotel restaurants and other services to customers.
• Knows how to handle “no excuse”, and is able to change and/or repair TV’s, deal with radios in guest rooms, etc.
• Keeps self-updated on all local events, sights, restaurants, activities etc., in order to provide customers with updated information, and assistance
• Provides guests with hotel brochures, local maps, and restaurant menus as requested, and refers them to the Concierge for further information
• Proactively informs Front Office staff regarding spelling of guest’s names based on luggage labels
• Knows the names of key people within Radisson Blu
• Uses the ABC approach to respond to negative comments and complaints; and notifies Service Manager, and appropriate Department Head immediately for appropriate follow-up

MISCELLANEOUS
• Updates self on guest room availability
• Updates self on conference, banqueting and other events in the hotel
• Is fully aware of Radisson Blu service concepts
• Is fully aware of all current hotel promotions
• Communicates effectively with customers, colleagues, and supervisors
• Demonstrates teamwork by co-operating and assisting Front Office colleagues as needed
• Attends meetings and training required by the Concierge or Service Manager
• Accepts flexible work schedule necessary for uninterrupted service to hotel guests
• Maintains own working areas, and materials clean, tidy and in good shape; reports defective materials and equipment to the Service Manager
• Continuously seeks to endeavor professionalism in own job function

• Provide courteous assistance with luggage, rooming and guest relations.
• Checks the daily arrival list
• Assists guests with luggage to the front desk
• Escorts guests to room, placing luggage in room
• Inspects guest room for order and adequate supplies and informs guests of room amenities
• Leaves customer room key and welcome card
• Delivers faxes, messages, packages and flowers for guests, and undertakes any other requests to ensure their comfort
• Collects and returns outgoing guest laundry and dry cleaning
• Pages guests in lobby or other areas as needed
• Maintains the appearance of the hotel lobby and entrance
• Refills and replaces promotional material as needed
• Performs light cleaning in the lobby, corridors and entrances by picking up litter, emptying ashtrays and properly arranging furniture
• Observes and changes light bulbs in corridors and guest rooms if necessary
• Keeps luggage storage room clean and tidy.
• Ensures the efficient delivery and collection of group luggage
• Facilitates prompt check-out by assisting guests
• Assists guests with luggage to the taxi or car, when the account has been settled
• Assists guests to bring luggage from room to hotel entrance and receive luggage when requested; issues completed claim checks to guests when storing luggage
• Ensures that hotel flags are raised at the appropriate time each day
• Issues appropriate keys to guests and staff according to the hotel’s guidelines and policies

SKILL AND KNOWLEDGE

• Is fully conversant with the hotel reservation system
• Is able to operate switchboard, telefax, key equipment, credit card machines and printers, hotel alarm systems, and other Front Office equipment

SECURITY, HEALTH AND SAFETY

• Ensures that own cash is secure at all times
• Ensures all discrepancies in own cash are declared to the Service Manager and Controller
• Ensures that guest details are not disclosed
• Maintains high confidentiality in regards to guest privacy
• Reports any suspicious behavior of guests and staff to the Service Manager, and Security
• Notifies Service Manager and Executive Housekeeper regarding lost and found objects
• Ensures that all potential and real hazards are reported appropriately immediately
• Fully understands the hotel’s fire, emergency, and bomb procedures
• Follows emergency procedures to provide for the security and safety of guests and employees
• Works in a safe manner that does not harm or injure self or others
• Supports a safe hotel by applying hotel regulations, and adhering to existing laws and regulations
• Anticipates possible and probable hazards and conditions and notifies the Service Manager
• Maintains the highest standards of personal hygiene, dress, uniform, appearance, body language and conduct

GUEST RELATIONS

• Acquires and uses information from the Concierge’s updated database of regular guests and VIP guests to provide personalized service
• Welcomes and escorts guests upon arrival; exhibits courteous manners
• Promotes Radisson Blu Hotels by inviting guests to return
• Maximizes customer satisfaction and utilization of hotel facilities by promoting hotel restaurants and other services to customers.
• Knows how to handle “no excuse”, and is able to change and/or repair TV’s, deal with radios in guest rooms, etc.
• Keeps self-updated on all local events, sights, restaurants, activities etc., in order to provide customers with updated information, and assistance
• Provides guests with hotel brochures, local maps, and restaurant menus as requested, and refers them to the Concierge for further information
• Proactively informs Front Office staff regarding spelling of guest’s names based on luggage labels
• Knows the names of key people within Radisson Blu
• Uses the ABC approach to respond to negative comments and complaints; and notifies Service Manager, and appropriate Department Head immediately for appropriate follow-up

MISCELLANEOUS
• Updates self on guest room availability
• Updates self on conference, banqueting and other events in the hotel
• Is fully aware of Radisson Blu service concepts
• Is fully aware of all current hotel promotions
• Communicates effectively with customers, colleagues, and supervisors
• Demonstrates teamwork by co-operating and assisting Front Office colleagues as needed
• Attends meetings and training required by the Concierge or Service Manager
• Accepts flexible work schedule necessary for uninterrupted service to hotel guests
• Maintains own working areas, and materials clean, tidy and in good shape; reports defective materials and equipment to the Service Manager
• Continuously seeks to endeavor professionalism in own job function