Bellman Supervisor

Nestled in the city's heart, Mandarin Oriental Downtown, Dubai, offers a stunning fusion of modern design with a touch of oriental flair, redefining hospitality standards.

With unparalleled views of Dubai's skyline, the iconic Burj Khalifa, and the sparkling Arabian Sea, this urban retreat offers 224 luxury Residences and 259 Rooms & Suites.

Going beyond traditional hospitality, Mandarin Oriental Downtown, Dubai, it's not just a hotel but a lifestyle destination, offering relaxation, luxury, and memorable experiences.

Scope of Position

The Bellman Supervisor is responsible for achieving guest satisfaction by creating a delightful arrival and departure experience, which includes escorting guests to their destination, handling, delivering and storing of guests’ luggage, communication of information and handling guest requests. The Bellman Supervisor is responsible of running the Bell Desk and monitor the Ground Lobby. 

Responsibilities

• Run the Bell Desk in the ground lobby.
• Maintain Long Term Storage Log via GoConcierge.
• Audit the Luggage room weekly.
• Remove luggage from guest rooms upon check out
• Be familiar with all hotel services including spa and dining.
• Initiate contact with guests entering the hotel.
• Approach guests needing assistance.
• Ability to ensure security of guestroom access. 
• Ability to understand guest inquiries and provide responses.
• Ensure customer satisfaction from arrival to departure in accordance to the MOHG Legendary Quality Experiences (LQEs), the MOHG Pillars and the respective service standards of MOQA.
• Actively listen and communicate specific guest requests accurately to the Concierge, Reception and Telecommunications colleagues to ensure complete follow up
• Ensure all the FLHSS&E requirements and procedures are followed by the team
• Supervise and manage the bell team, including hiring, training, scheduling, and performance evaluations.
• Prepare and review reports related to bell staff performance, guest satisfaction, and operational efficiency.

Skills & Qualifications

• Senior School qualification or equivalent
• Minimum 3 years’ experience working in a 5-star hotel environment.
• Minimum 2 years’ Door or Bell experience
• Previous experience working in the Middle East Region is an advantage
• Excellent communication and interpersonal skills, with a focus on delivering exceptional guest service and the ability to interact effectively with guests and colleagues
• Ability to understand guest needs and expectations and to deliver superior customer service with little input from others
• Strong leadership skills with the ability to inspire and manage a team effectively.
• Exceptional organizational skills and attention to detail, with the ability to multitask and prioritize in a fast-paced environment.
• Able to lift heavy luggage and exert physical effort in placing, removing and transporting guest luggage.
• Physical capabilities to stand for a long period; Flexibility to work a variety of shifts, including evenings, weekends, and holidays as per business needs.