Bellman Mandarin Oriental Hotel Group

Responsible for all tasks related to the Bell Desk and always maintaining guest satisfaction levels to the standard of the hotel and of the group. Under the guidance and supervision of the Bell captain and Chief Concierge and within the limits of established Mandarin Oriental Hotels Group policies and procedures, the BellmanDoorman will ensure that guest will experience a warm welcome, executed smoothly and efficiently, warmer than in any other hotel, guest will further experience an efficient departure that conveys a sense of appreciation and recognition to create lasting positive memories and will provide service which will be stylish, thoughtful and surprising, delivered with attention to detail and grace and reflecting our oriental heritage.

Responsibilities:

• General:

• It is part of your role to understand and comply with all corporate and hotel policies and standard operating procedures.
• MOHG Code of Conduct requires that all business activities and business decisions comply with the general law, with all rules, regulations, and other requirements.
• It is part of your role and your responsibility to fully support all learning and development activities.
• You shall take all reasonable steps to safeguard stored information, and not divulge or otherwise transfer any personal data concerning the guests, customers or colleagues, or any confidential information concerning the hotel unless with the appropriate authority.
• Support and adhere to all policies & procedures relating to Safe, Sound and Sustainable at Mandarin Oriental.
• Ensure compliance with the MOHG Social Media Policy, i.e. to be fully responsible for the content you publish on any social media platform, including your personal site.
• Mandarin Oriental, Muscat has zero tolerance on all forms of harassment or discrimination, i.e. it is strictly forbidden to discriminate on the basis of gender, disability, including physical or medical condition, race, colour, religion, national origin, ancestry, citizenship, age, sexual orientation, marital status, or for any other reason.
• Act as a hotel ambassador at all times.
• To carry out any additional duties requested by management, related to hotel operational activities.

• Departmental

• Creates MOWow Moments that surprise and inspire our guests.
• Knows about all the hotels offers and sells them to our guests.
• Being able, and regularly performing, duties of all functions within the Bell Desk such as arrival and departure of our guests (by car and on foot); pick up and transfer of guests from the airport or other locations; handling of luggage; going on errands for our guests; handling the post and package deliveries; general cleanliness in the hotels entrance; handling guest s cars and more.
• Be the first point of contact in terms of guest relations and services.
• Preparing and understanding reports according to MOHG standards
• Be present at the Front Office at the designated shifts and support the Team operationally.
• Being an ambassador of the hotel, both being actively engaging with guests and with colleagues.
• Understands and follows all applicable standards, both in terms of quality, sustainability and FLHSS of the Rooms Division, policies and rules.
• Actively advertises our Fans of MO guest recognition program to our guests.
• Ensure and maintain a very high standard of personal hygiene, behavior and grooming standards of staff.
• Handle all guest complaints and comments tactfully and escalates them in a reasonable and sensitive manner.
• Cooperate and coordinate teamwork with other departments