Grand Mercure Danang Hotel

1. Review the logbook.

2. Review the Daily Function Order

3. Review the VIP report

4. Attend the shift briefing

B. GUEST RELATIONS

1. Greet all guests in the public areas of the hotel.

2. Use the guest name at every opportunity.

3. Maintain a professional attitude

4. Use professional language.

5. Exhibit teamwork.

6. Use proper phone etiquette.

7. Handling guest complaints.

8. Review guest preference report.

9. Assist guests who require special attention.

ASSIST GUESTS WITH DIRECTION AND INFORMATION

1. Provide directions within the hotel.

2. Provide directions of local area

3. Provide information regarding hotel events, outlets and amenities.

ASSUMING PROPER POST

1. Maintain proper posture.

2. Morning service

3. Afternoon service

4. Overnight service

ASSIST GUEST WITH LUGGAGE STORAGE

1. Be knowledgeable of hotel luggage storage system.

2. Store luggage for arriving guests.

3. Store luggage for departing guests.

4. Retrieve luggage from storage areas.

5. Additional luggage storage room policies.

ASSIST GUESTS AT CHECK IN

1. Obtain luggage claim checks from Guest Service Agent.

2. Conduct lobby orientation.

3. Escort guest to room if luggage is present.

4. Conduct in-room orientation.

5. Deliver luggage when guest is not present in room.

ASSIST GUESTS AT CHECK OUT

1. Obtain Bell Counter Service Assignment from Bell Captain.

2. Collect luggage from guest.

3. Transport luggage to the lobby for guest departure.

4. ASSIST GROUP LUGGAGE

5. Assist group check-ins.

6. Assist group check-outs.

7. Assist group luggage storage

I. BELLMAN DUTIES

1. Perform room moves.

2. Deliver packages, faxes, letters, etc. to guest room

3. Run errands outside of the hotel.

4. Page guests in the public areas of the hotel.

5. Assist Tuk Tuk Driver when needed.

MAINTAIN A SAFE ORDERLY AND SUCURE WORK AREA

1. Use care when handling luggage.

2. Follow lost and found procedures.

3. Honor the guest confidentiality policy.

4. Be aware of suspicious persons.

5. Always secure luggage.

6. Place bell trolleys in proper areas.

7. Perform any special projects deemed necessary by the Bell Captain, Chief Concierge, or Duty Manager.

• Loss of guest luggage

• Missed transportation

• Wrong information deliver to the guests

• Wrong attitude and behaviours to the guests

• Communication skill in English and Vietnamese

• Team work

• Honest

• Good interpersonal skills with ability to communicate with all levels of employees, guests.

• Service oriented with an eye for details

• Ability to work effectively and contribute in a team

• Good presentation and influencing skills