Bell Associates

OVERVIEW/BASIC FUNCTION:

The Bell Associate transports guest luggage to/from guestrooms. Escorts guests to rooms and inform guests of all hotel services, facilities, and features. Be responsible for attending to the immediate needs of each guest upon arrival and follow through attention throughout stay. Maintains Rosewood high standards of service and hospitality at all times. Has a thorough knowledge of all standards and procedures required at Concierge.

Essential Duties

• Maintain complete knowledge of and comply with all departmental policies, service procedures and standards.
• Ensure that standards are maintained at a superior level on a daily basis.
• Maintain complete knowledge of correct maintenance and use of equipment. Use equipment only as intended.
• Anticipate guests’ needs, respond promptly, and acknowledge all guests, however busy and whatever time of day.
• Be familiar with all hotel services/features and local attractions/activities to respond to guest inquiries accurately.
• Monitor and maintain cleanliness, sanitation, and organization of assigned work areas.
• Transport guest luggage from the point of arrival at the hotel to their assigned room.
• Transport guest luggage from current room to reassigned room for room changes.
• Transport guest luggage from their room to the point of departure from the hotel.
• Carry out doorman duties during the doorman’s absence
• Assist in locating guest's lost luggage.
• Correctly tag, store and retrieve luggage from luggage storage room.
• Identify fire exit closest to guest's room and explain safety features of assigned room.
• Place guest luggage inside the room.
• Identify and explain guest room features, when needed, to include use of:
• Air conditioning
• Telephone
• Nespresso machine
• Guest services directory
• Mini-bar
• In room safe
• Explain pressing and laundry service.
• Maintain accurate knowledge of scheduled functions within the hotel to direct guests to correct locations.
• Relay accurate directions to guests on inquiries about transportation within the local area.
• Maintain accurate log record of guest calls for Luggage Porter Person assistance.
• Attend all Guest service-related tickets through Knowcross.
• Remain in assigned postposition, maintaining correct stance. Rosewood Resorts & Resorts Job Description
• Deliver items to guest rooms promptly to include:
• 1. Messages 2. Mail, faxes 3. Packages 4. Flowers 5. Gift items
• Deliver newspapers to specified guestrooms when requested.
• Monitor and maintain appearance of lobby areas and luggage storage room.
• Polish brass luggage carts and maintain cleanliness of carts at all times.
• Attending all departmental meetings. ? Attending training sessions both internal and external.
• Ensure all luggage is scanned through security scanning machine
• Report any issue to Bell Captain or manager on Duty
• Ensure wheelchairs are in good condition and accessible
• Follow Forbes and LQA standards

RESPONSIBILITIES:

• Comply and adhere to the Rosewood company policies.
• Flexibility with the working hours , take on other tasks in addition to the ones stated, in a reasonable framework.
• Be a “brand ambassador” at all times and ensure brand integrity and clarity are always maintained.
• Model the company’s culture, vision, mission, and core values at all times.

Confidentiality

Whist working for the company there will be access to a wide variety of confidential information concerning the company, guests and associates. It is vital that all such information remains confidential and must not be disclosed to anyone outside the company, guests, and associates, unless otherwise stated.

Health & Safety:

• Be aware of and comply with safe working practices as laid down under the Health and Safety Act as applicable to your place of work. This will include your awareness of any specific hazards at your work place.
• The wearing of appropriate protective clothing provided by or recommended by the Company will be obligatory.
• Report any defects in the building, plant or equipment according to Resort procedure.
• Ensure that any accidents to Associates, guests or visitors are reported immediately in accordance with correct procedures.
• Attend six monthly Statutory Fire, Health & Safety training and be fully conversant with and abide by all rules concerning Fire, Health & Safety.
• Be fully conversant with: o Regulations o Risk Assessments for your department o Resort Fire & Bomb Procedures Other
• The above description is not to be regarded as exhaustive.
• Other tasks and responsibilities of a broadly comparable nature may be added on a temporary or permanent basis, as appropriate.
• As the Resort’s level of business varies considerably, there is a need for flexibility in attitude, approach and working hours. QUALIFICATIONS:
• Experience: Minimum 2 years of experience in a similar capacity for a luxury or ultra- luxury Resort.
• Education: High school diploma or equivalent. Hospitality training or certification is an advantage. • General Skills: Demonstrate Strong knowledge of hotel facilities, services, room categories, and resort layout to confidently escort and orient guests. Familiarity with luggage handling procedures, guest room orientation, and arrival/departure protocols in an ultra-luxury environment. Ability to follow standard operating procedures, safety guidelines, and service sequences with precision. Comfortable using basic hotel systems and communication tools to relay guest requests accurately. Capable of managing multiple tasks efficiently while maintaining attention to detail and service excellence. Demonstrates emotional intelligence when interacting with guests, colleagues, and leadership, even in demanding or unexpected situations.
• Technical Skills: Strong knowledge of hotel facilities, services, room categories, and resort layout to confidently escort and orient guests. Familiarity with luggage handling procedures, guest room orientation, and arrival/departure protocols in an ultra-luxury environment. Ability to follow standard operating procedures, safety guidelines, and service sequences with precision. Comfortable using basic hotel systems and communication tools to relay guest requests accurately. Capable of managing multiple tasks efficiently while maintaining attention to detail and service excellence. Demonstrates emotional intelligence when interacting with guests, colleagues, and leadership, even in demanding or unexpected situations.
• Language: Required to speak, read and write English, with fluency in other languages preferred.
• Physical Requirements: Must be able to lift, carry, push, and pull luggage of varying weights safely and repeatedly throughout the shift. Ability to stand, walk, and remain active for extended periods across indoor and outdoor resort areas. Must be able to bend, reach, and maneuver comfortably while assisting guests and performing operational duties.
• Licenses & Certifications: None required.