SJM Job

Position: Bell Captain
Department: Front Office - Grand Lisboa Hotel
Working Location: Macau Peninsula
Post Date: 16/09/2024
Requirements: • High school graduate or equivalent professional training
• Minimum of 3 years working experience in a similar role in a casino environment.
• Extensive experience in a supervisory role within a five star hotel environment
• Strong customer service orientation and attention to details.
• Good computer and system skills
• Possess good manual dexterity and coordination to operate office equipment, including computer, fax machine, printer and photocopy machine
• Excellent verbal and written communication in English, ideally fluent in Cantonese and Mandarin
• Good communication skills
• Strong organization skills
• Able to work on shift
• Standing for long durations
• Able to multi-task and work in a fast-paced environment
Responsibilities: • Responsible for successful operation of department by labelling, handling and storing of guests luggage and delivering guests items on request
• Supervises the daily operation of the Bell Desk to ensure all allocated daily tasks are completed and all staff meets the service expectations required. Ensure the driveway and lobby area is maintained according to established service standards
• Ensures traffic flow at hotel entrance is orderly maintained at all times with sufficient manning at doors and driveway
• Supervises all group baggage transfer and amenity deliveries to ensure proper handling and completion
• Train, monitors and evaluate performance of all Bell, Door and Concierge Attendants
• Establishe a rapport with guests, answer their queries and resolve problems arising from guest complaints in a timely manner
• Check the smartness of dress, hygiene and punctuality of subordinates
• Ensure working areas are clean and tidy
• Conducts daily briefings and regular departmental meetings to ensure relevant information are disseminated as required
• Ensure guests are satisfied with services and assist guests as much as possible
• Give general information on Macau, maintaining current product knowledge of events and facilities of Grand Lisboa Palace to ensure guests receive accurate and timely information
• Required to maintain an awareness of events, activities, venues and places of interest to which they can refer guests
• Updates all relevant reports pertaining to check-in process, arrival and departure of FIT, Group and VIP on regular basis and communicate with team efficiently and effectively
• Organize all transportation requirements for hotel guests
• To assist and handle parcel delivery and packing request
• Ensure customers are correctly directed to their destinations
• Communicate with fellow team members and departments to proactively service guests, minimize confusion and ensure guests’ requirements are satisfied
• Be responsible for efficient and responsive process and notify guests of receipts of facsimiles, mail, messages and packages. Assist guests in sending facsimiles, mail, messages and packages
• Perform any other reasonable duties as required by the department head from time to time

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