ベル アテンダント【ヒルトン小田原リゾート&スパ】 | Hilton Hotels & Resorts

Job Description

募集背景

ベル係としてホテルロビーにて活躍してくださる方を募集いたします。お客様のご到着時に一番に歓迎を、そして、お帰りの際は最後にお見送りをしていただく重要な役割を担っていただきます。お客様に積極的にコミュニケーションをとっていただき、素敵な時間を過ごしていただけるよう創造力、柔軟性を使っていただきます。

業務内容

ベル係として、日々、ホテルロビーでお客様をお迎え、お見送りに運営に従事していただきます。お客様のお荷物を運ぶのをお手伝いしたり、ホテル内・外のご案内をします。VIPのお客様専用のラウンジでのお飲み物や軽食のサービスも担っていただきます。

·     お客様の歓迎、お見送り（お荷物のお預かり、お渡し）

·     ホテル内・外について、ご案内

·     タクシー等の手配

·     宅配便の応対

·     ラウンジでのサービス・応対（お飲み物や軽食の補充、下膳）

·     備品の管理・発注

上記は主な業務の要約であり、これまでのご経験に応じて活躍いただける幅も広がります。

With thousands of hotels in over 100 countries and territories, Hilton offers countless opportunities to delight. From an open door to a welcoming smile and an exceptional experience, we offer the millions of travellers who stay with us every year a welcome they will never forget. In addition to our flagship brand, Hilton Hotels & Resorts, the family of brands includes Waldorf Astoria, LXR, Conrad, Canopy, Curio Collection, DoubleTree, Hilton Garden Inn, Hampton and many others. 

If you appreciate the impact global travel can have on the world, you may be just the person we are looking for to work as a Hilton Team Member. Because it’s with Hilton where we never forget the reason we’re here: to delight our guests, Team Members, and owners alike.  

The Bell Attendant organizes and coordinates the concierge services to ensure that each guest experiences a memorable stay from arrival, during the stay, through to departure, in line with Hilton and hotel policies and procedures. 

What will I be doing? 

As the Bell Attendant, you will be responsible for performing the following tasks to the highest standards: 

• Actively seek verbal feedback from customers. 

• Agree on and implement actions to make improvements to customer service. 

• Promote Hilton Honors and its associated benefits to guests who are not already enrolled in the program, ensuring that existing Hilton Honors members receive personal and professional service that recognizes them as important guests and that their benefits are received. 

• Positively deal with and learn from customers’ complaints and comments with follow-up and feedback to the Front Office Manager. 

• Make sure all customer requests and queries are responded to promptly and effectively, adhering to Hilton brand standards. 

• Be proactive towards customers, assisting them with any reasonable requests. 

• Ensure that the concierge team escorts guests to their rooms, hotel facilities and room features are explained, and luggage is delivered in a prompt manner. 

• Take an active role in the Concierge team, ensuring effective communication and work as a team in order to reach goals and targets. 

• Handle complaints promptly and efficiently, taking the necessary action, and informing the Guest Service Manager to follow-up where appropriate.  

• Follow-up with all guests to ensure satisfaction with problem resolution (service recovery). 

• Facilitate a prompt departure for all guests by ensuring that their luggage is brought from their rooms promptly when requested or offer assistance when in the lobby.  

• Ensure that all guests are offered help to make arrangements for transportation and that they are invited back and bid farewell. 

• Manage the storage and organization of guests’ luggage in a safe and secure, organized and systemized way. 

• Ensure that the concierge team maintains the lobby appearance to be neat and tidy, and that public areas are cleaned when necessary.  

• Responsible for ensuring hotel materials are well stocked and information is available to guests. 

• Knowledgeable of the hotel’s facilities and services as well as basic knowledge of Hilton. 

• Up to date with information and have detailed knowledge of facilities, attractions, places of interests, sights and activities in and around the hotel, imparting this knowledge to other team members. 

• Monitor the sale of postage stamps, telephone cards and other items, maintaining a cash float. 

• Ensure that ticket reconfirmation, safari bookings and guest reservations are correctly carried out when required. 

• Ensure appropriate handling and delivering of messages, receive and distribute packages, manage the daily post and correspondence of both guests and the hotel. 

• Know well the hotel transportation arrangements, ensuring that pick-ups and drop-offs are completed on time. 

• Input information into ONQ regarding guests, ensuring accuracy, all details are completed, and that the information can be clearly understood by other team members. 

• Have detailed knowledge of departmental standards and Hilton brand standards. 

• Implement and follow through with improvements identified. 

• Plan ahead and ensure adequate resources are available. 

• Ensure the shift is reviewed, handovers and briefings are carried out. 

• Maintain in-depth technical knowledge and skills required for the job. 

• Maintain guest histories to assist with returning guests. 

• Attend and participate in regular operational and hotel meetings. 

• Understand the goals of the hotel and the department’s role in achieving it, communicating goals to the team. 

• Get members of the team to work cooperatively with others. 

• Be aware of potential highs and lows in the business. 

• Create and implement sales promotions and team member incentives as per discussion with the Front Office Management. 

• Create an environment where “everyone sells”. 

• Forecast potential revenue costs. 

• Follow company control procedures. 

• Control costs without compromising standards. 

• Regularly review individual performance against objectives and provide feedback. 

• Participate in annual appraisals in accordance with legal and hotel guidelines, identifying individual training needs.  

• Understand relevant Health & Safety legislations and their implications on the operation of the department. 

• Communicate to the team their responsibilities within Health & Safety. 

• Ensure that safe and healthy working practices are implemented at all times 

• Ensure that all reporting and servicing deadlines are met on a timely basis. 

• Adhere to the hotel’s security and emergency policies and procedures. 

• Carry out any other reasonable duties and responsibilities as assigned. 

• The Management reserves the right to make changes to this job description at its sole discretion and without advance notice. 

応募資格（必須）

·     1年以上のホテルのサービス経験（ベル係の経験があれば尚可）　

·     英会話力（口頭での英語での簡単なやりとりができるレベル）

·     日常会話の日本語力（日本語が母語でない方）＊英会話力があれば尚可

求める人物像

       ·         ヒルトンのミッションおよびバリューへの共感

       ·         ホスピタリティ業界への興味（業界への関心および働く人々への共感）

       ·         優先順位をつけて、迅速性をもって行動を起こせる方

       ·         多様性をもってメンバーとスムーズに協業できる方

本ポジション・職場の魅力

    ·         ヒルトン小田原リゾート＆スパは、都心からわずか１時間の自然豊かなロケーションに位置し、多様なお客様から人気を博す人気リゾートです。

&nb