REQ6366 Bell Captain (Open)

The Bell Captain is accountable for supervising the daily operations of the Bell Service ensuring maximum guest satisfaction and maintaining professional standards of services. The Bell captain is responsible for ensuring the smooth delivery of guest luggage, parking of guest cars, and ensuring Bell Attendants and Doorpersons adhere to departmental policies and procedures. They will also need to able to provide guests relevant information about events and attractions in hotel, and Macau.

PRIMARY RESPONSIBILITIES:

(please list 5-10 essential duties in a simple, clear & concise manner)

Supervise 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 Bell area and lobby is maintained according to established service standards.Ensure all Bell staff complies with hotel and department policies and procedures.Assist in the management, coaching and development of Bell staff to ensure competence, performance and succession objectives are met. This includes conducting performance reviews and counselling on all staff in accordance with Studio City Performance Management System.Train, monitor and evaluate performance of all Bell Attendants.Establish a rapport with guests, answer their queries and resolve problems arising from guest complaints in a timely manner.Be responsible for the preparation of rosters and the confirmation of employee timesheets in an accurate and timely manner in line with company deadlines.Communicate with fellow team members and departments to proactively service guests, minimize confusion and ensure guest requirements are satisfied.Maintaining current product knowledge of events and facilities of Studio City to ensure guests receive accurate and timely information and advice.  The Bell Captain is also required to maintain an awareness of events, activities, venues and places of interest to which they can refer guests.Assist Front Services Manager in the administrative duties of the Bell department.Provide experience and leadership in the absence of the Manager, Front Services.Adhere to all Company policies and proceduresReport accidents, injuries, unsafe work conditions and / or security issues to supervisorsPerform other reasonable job duties as assigned by supervisors from time to time