Bell Person

POSITION: Bellperson

LEVEL: Front Line

DEPARTMENT: Front Office

Wind Creek Aruba Purpose:

Our genuine engagement and positive energy provide Guests an escape from their routine into our exciting fantasy world of fun, chance, and possibility, where everyone feels a sense of belonging and importance.

Wind Creek Aruba Value System:

Our enthusiastic commitment to our purpose inspires and empowers us to do everything right, have fun, and be the best. We will be recognized for inspiring fairness, creating higher levels of personal accountability and focusing on our Guests. The resulting creation of wealth will grow opportunities for all.

Purposeof the department:

The purpose of the Front Office Department is to ensure efficient guest service and smooth operations at the reception or front desk area. It serves as the initial point of contact for guests, handling check-ins and check-outs, providing information and assistance, managing reservations, handling guest inquiries and complaints, processing payments, and maintaining safety and security. The department plays a crucial role in creating a positive guest experience and facilitating the overall functioning of the organization.

Reporting line:

Bell Captain

Job Profile:

The responsibility of a Bell person is to receive arriving guests in a welcoming and friendly manner. To escort

and introduce the guest(s) to the Front Office Agent. The Bell person is responsible for bringing the luggage to the room of the guests in a timely manner. (S)He is responsible for assisting guests with their luggage, providing information about the hotel and its amenities, and performing additional tasks like hailing taxis or organizing transportation for guests.

Luggage Handling

One of the primary responsibilities of a Bell person is to assist guests with their luggage. They greet guests upon arrival, offer to transport their bags, and deliver them to the appropriate rooms or storage areas. During check-out, they retrieve luggage from guest rooms and help load it into vehicles or arrange storage.

Guest Experience

Bell person are often the first point of contact for guests. They provide a warm welcome, offer information about the hotel's amenities, services, and local attractions, and address any guest inquiries or requests. They may also assist with arranging transportation, making reservations, or providing general guidance to enhance the guest’s experience. Having updated knowledge of all hotel facilities to answer all guest

inquiries is a requirement for this role. Additionally, the Bell person is required to use the LEARN and GETT model and apply the steps to resolve guest opportunities.

Valet Services: Bell person are responsible for valet services. This includes parking and retrieving guests' vehicles, providing directions, and ensuring the efficient flow of traffic in designated areas. Ensuring to follow cash handling procedures to secure payment.

Transportation Coordination: Bell person assists guests in arranging transportation services, such as hailing taxis or coordinating airport transfers. They may provide instructions, offer advice on travel routes, and ensure guests reach their destinations smoothly. Managing inter-tower shuttle and any other transportation needs for the guests.

Navigator Duties: At the Renaissance, all high guest contact ambassadors are considered Navigators and are to provide exclusive discoveries to hotel guests. This can involve making restaurant reservations, booking tickets for events or attractions, and providing insider recommendations or information about local sights and activities that allow the guest to discover the local neighborhood. Bell person serve as a local Navigator and provide guest experiences that provoke discovery and live our brand values.

Guest Safety and Security: Bell person also play a role in maintaining guest safety and security throughout the property. They may monitor the arrival and departure of guests, verify identification, and ensure that only authorized individuals have access to guest areas. Additionally, they are required to report any suspicious activities or concerns to the appropriate personnel.

Communicate with other hotel team members:

Bell person must work closely with other hotel team members, such as front desk agents and maintenance workers, to ensure that guest needs are met, and the resort runs smoothly.

Overall, a Bell person plays a critical role in ensuring that guests have a comfortable and enjoyable stay. This job requires attention to detail, strong communication skills, and a commitment to providing excellent customer service.

Education, technical knowledge and skills:

• High school diploma or equivalent is
• Minimum one year of experience in housekeeping or related field is
• Basic computer skills
• Ability to use hotel provided electronic devices, including but not limited to, radios, cell phones, and

Team Member - General Competencies/ Personality Profile:

o General

• Physically load and unload guest’s luggage unto bell carts and into the luggage room or

the guest’s room in a timely efficient manner.

• Collect the arrival report daily (B102).
• Responsible for providing guests with information about the
• Always greet guests according to the 15/5
• Responsible for warmly welcoming guests at check-in and checkout, provide each guest at check in with a bottle of
• Know the different room types, locations, and
• Escort guests to their rooms and explain room layout, hotel amenities, and Offer guests ice as part of the brand standard.
• Anticipates guest
• Memorize the guest’s last name and use it when addressing the
• Adhere to the rotation system.
• Assist the door attendant with his or her duties and replace in
• Clean luggage carts and keep them neatly lined up in their specific Make sure there are always at least three luggage carts at the main entrance.
• Tag and store luggage during peak Verify that the claim check matches the luggage tag.
• Maintain the cleanliness of the company transportation (van and golf kart).
• Perform special assignments, especially when there are large groups in You may be required to do mass check-in at designated areas in the lobby.
• Maintain luggage room door always Keep the luggage storage room always neat and free of clutter. Store the luggage in a neat manner. Under no circumstances you are to accept luggage for long-term storage.
• You may be requested to cover at the Navigator desk or Front
• Be a “salesperson” for the hotel, suggesting food & beverage facilities, and other services

whenever possible.

• Be familiar with all transportation
• Ensure all equipment is properly maintained and in good
• Return all supplies to their proper place at the end of your
• Maintain a neat, clean, safe, and well-organized workspace
• Responsible for working in a productive and efficient
• Attend all required meetings and training courses as requested by
• Perform any other reasonable requests within your function made by your
• Collect supply deliveries as
• Complete special room deliveries as
• Be a good representative of the Wind Creek Arub

Safety and security:

A Bell person must understand and follow safety and security procedures to ensure the safety of guests, themselves, and other hotel team members.

• Pay attention to undesirable looking and/or noisy, disruptive people in the hotel and inform Loss

& Prevention if you notice any incidents on property.

Report and turn in all found items to Loss Prevention following the Lost & Found Procedure o Report any irregularity immediately to the leader on duty. In case of absence, contact DTS. o Practice safe