Bellman

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 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.

Responsibilities

Departmental:

• Act as a hotel 'ambassador' at all times.
• Initiate contact with guests entering the hotel.
• Approach guests needing assistance.
• Assist Door Person with unloading and loading of vehicles.
• Collect and record guest preferences.
• Deliver luggage to the guest room as per standards.
• Remove luggage from guest rooms upon check out.
• Answer department telephone, using correct salutations and telephone etiquette.
• Deliver items to guestrooms promptly to include Messages, Mail & Faxes, Packages, Flowers, Sundry items requested by guests, and Gift items & Amenities.
• Polish luggage carts and maintain cleanliness of carts.
• Obtain department keys and radio / phone; ensure security of such.
• Be familiar with the entire room product including IT&T equipment.
• Be familiar with all hotel services including spa and dining.
• Ability to ensure security of guestroom access.
• Actively listen and communicate specific guest requests accurately to the Concierge, Reception and Guest Communications colleagues to ensure complete follow up.
• Follow requirements in terms of logbooks, control sheets, etc.
• Provide guestroom and hotel tours.
• Ensure customer satisfaction from arrival to departure in accordance to the MOHG Legendary Quality Experiences (LQEs)
• Follow all the FLHSS&E requirements and procedures.
• Assist Concierge Colleagues with guest requests and services, including retrieval of theatre tickets, flowers, and other items as requested.
• Other duties as deemed appropriate by the Chief Concierge and Assistant Chief Concierge

Colleague Relations:

• Foster a positive work environment, promote teamwork, and address any conflicts or issues that arise.
• Maintain open communication channels with other departments to ensure seamless coordination and colleague satisfaction.
• Participate in regular meetings with management and staff to discuss operational updates, challenges, and opportunities for improvement.
• Serve as a role model demonstrating humility, empathy, integrity, and a commitment to service excellence.

Guest Relations:

• Warmly engage and converse with guests.
• Ensure customer satisfaction in accordance to the applicable MOHG Legendary Quality Experiences (LQEs).
• Create WOW moments to surprise and delight in house guests.
• Listen to any customer complaints and if possible, resolve them effectively and otherwise refer to the manager in charge.

Skills and Qualifications

• Senior School qualification or equivalent.
• Minimum 2 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 verbal and written communication skills in English.
• Verbal and written communication skills in Arabic or other languages are preferred.
• Ability to understand guest needs and expectations and to deliver superior customer service with little input from others.
• Strong interpersonal and communication skills, with the ability to interact effectively with guests and colleagues
• With organizational skills and attention to detail, with the ability to multitask and prioritize in a fast-paced environment.
• Physical capabilities to lift heavy luggage and stand for a long period of time
• Flexibility to work a variety of shifts, including evenings, weekends, and holidays as per business needs.