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Job Description - Bell Attendant (HOT0BGIZ)

HOT0BGIZ

DoubleTree by Hilton Hotel Kuala Lumpur The Intermark 348 Jalan Tun Razak Kuala Lumpur 50400

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 Bellman is responsible for providing a warm welcome and exceptional assistance to guests by handling their luggage, escorting them to their rooms, and ensuring smooth arrivals and departures. This role plays a key part in delivering a seamless guest experience while maintaining a high level of professionalism and hospitality.

What will I be doing?

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

1. Greet guests upon arrival with a warm and professional demeanor.
2. Assist with luggage handling, including loading, unloading, and delivering to guest rooms. Escort guests to their rooms, providing an overview of room features and hotel facilities.
3. Offer assistance with directions, transportation arrangements, and local recommendations.
4. Handle guest requests efficiently and professionally, ensuring a high level of service.
5. Actively seek verbal feedback from customers.
6. Agree on and implement actions to make improvements to customer service.
7. 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.
8. Positively deal with and learn from customers’ complaints and comments with follow-up and feedback to the Front Office Manager.
9. Make sure all customer requests and queries are responded to promptly and effectively, adhering to Hilton brand standards.
10. Be proactive towards customers, assisting them with any reasonable requests.
11. Follow-up with all guests to ensure satisfaction with problem resolution (service recovery).
12. Ensure that all guests are offered help to make arrangements for transportation and that they are invited back and bid farewell.
13. Knowledgeable of the hotel’s facilities and services as well as basic knowledge of Hilton.
14. 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.
15. Carry out any other reasonable duties and responsibilities as assigned.
16. The Management reserves the right to make changes to this job description at its sole discretion and without advance notice.

What are we looking for?

A Bellman serving Hilton Brands is always working on behalf of our Guests and working with other Team Members. To successfully fill this role, you should maintain the attitude, behaviours, skills, and values that follow:

1. Prior experience in a guest services or bell desk role is an advantage.
2. Strong communication and customer service skills.
3. Physically capable of lifting and transporting luggage.
4. Positive attitude, professional appearance, and friendly personality.
5. Ability to work flexible shifts, including weekends, evenings, and holidays.
6. Fluency in English; additional languages are a plus.

What will it be like to work for Hilton?

Hilton is the leading global hospitality company, spanning the lodging sector from luxurious full-service hotels and resorts to extended-stay suites and mid-priced hotels. For nearly a century, Hilton has offered business and leisure travellers the finest in accommodations, service, amenities and value. Hilton is dedicated to continuing its tradition of providing exceptional guest experiences across its global brands. Our vision to fill the earth with the light and warmth of hospitality unites us as a team to create remarkable hospitality experiences around the world every day. And, our amazing Team Members are at the heart of it all!

Guest Services, Operations, and Front Office