ANAインターコンチネンタルホテル東京 - Guest Service Executive (Bell Captain)

*** Local hiring position***
To apply, candidate must have proper visa or permanent resident qualification in Japan.

This role is a key member of the Concierge Services Team effectively supervising the Guest Service Bell Staff, Door Attendants; ensuring guests receive prompt attention with meet and greets, farewell, luggage, transportation, and other services. The position reports directly to the Chef Concierge.

Key Responsibilities:
· Communicate effectively with guests and co-workers to drive guest satisfaction.
· Supervise bell staff, according to standards, including: Completing administrative work as necessary, Implementing proper training, including emergency procedures, Scheduling/rostering, Counseling, Monitoring the entire bell service grooming, Conducting performance appraisals, Ensuring a high level of courteous and professional service is extended to all guests at all times
· Welcome and great every guest with a smile.
· Establish/ensure a workable checkroom system for luggage that protects the hotel and guest from loss or damage.
· Establish/ensure system for handling groups’ (tour, etc) luggage on arrival and departure.
· Maintain a complete and accurate set of logs.
· Maintain accurate and complete guest assistance information regarding events taking place in town, restaurants, athletic events, museums, festivals
· Be fully aware of the In the know concierge philosophy and cascade it down to the team
· Coordinate and control newspaper delivery.
· Maintain a good knowledge of all services within the hotel, F&B functions, restaurants and meeting rooms.
· Supervise all out going correspondence with guest (email, fax) and monitor that language, collateral are accurate
· Maintain a perfect grooming for all the member of his team
· Ensure that all greetings area are manned at all time
· Ensure that all arrival/departing buses, arriving /departing Hire car are manned
· Informed and train the entire team on the heartbeat results and process
· Ensure to inform the entire team for all VIP arrival and departure for recognition and proper farewell
· Ensure all guests requests, requirements and complaints are attended to promptly and handled in the correct manner, advising all complaints to the Chef Concierge.
· In co-ordination with the Chef Concierge, ensure the hotel’s public areas, lobby, elevators, gym are maintained to a high standard of cleanliness at all times.
· Attend meetings and briefings as directed by the Chef Concierge.
· Speak Moderate Japanese and English

Self Management:
· Comply with Hotel Rules and Regulations and provisions contained in the Employment Handbook
· Comply with Company Grooming Standards
· Comply with Time and Attendance Policies
· Actively participate in training and development programs and maximize opportunities for self development

Customer Service:
· Demonstrate service attributes in accordance with industry expectations and company standards including: Being attentive to Guests, Accurately and promptly fulfilling Guests requests, Anticipate Guests needs, Maintain a high level of knowledge which affects the Guest experience, Demonstrating a ‘service’ attitude, Taking appropriate action to resolve guest complaints
· Appreciate the dynamic nature of the Hotel industry and extend these service attributes to all internal customers.

Health, Safety and Security:
· Demonstrate understanding and awareness of all policies and procedures relating to Health, Hygiene, Security and Fire Life Safety.
· Familiarize yourself with emergency and evacuation procedures.
· Ensure all security incidents, accidents and near misses are always logged in a timely manner and brought to the attention of the Line Manager.

General:
· Comply with the Company’s Code of Conduct.
· Familiarize yourself with the company values and model desired behaviors.
Perform tasks as directed by the Manager in pursuit of the achievement of business goals.

Requirements
· +3 years experiences as bell-service 
· Business level English / Japanese (Speaking / Reading and writing)