Bell Captain / Tổ trưởng tổ hành lý

• Allocate work shifts for employees in the department.
• Ensure that employees work in proper uniforms and adhere to the designated schedule.
• Coordinate luggage transportation activities for guests according to safety and efficiency criteria.
• Coordinate hotel shuttle and taxi services in a reasonable manner.
• Manage luggage storage, as well as receiving and delivering mail, parcels, faxes, etc., for guests.
• Provide support in serving VIP guests, frequent guests, corporate guests, and group guests.
• Maintain communication with the hotel's representative at the airport to be informed of VIP guest arrivals and departures,and inform the front desk supervisor or the head of the front desk department to prepare for VIP guest receptions.

Resolve customer requests and complaints.

• Record special requests from guests and coordinate with relevant departments to fulfill their expectations.
• Support Bellman staff in addressing guest complaints effectively and document the details in a logbook to guide staff on how to handle similar situations.
• If the Bell Captain is unable to resolve guest complaints, escalate the issue to the front desk supervisor or the Front Office Manager (FOM) for further assistance in resolving the matter.

Training and developing employees in their job skills and knowledge.

• Organize and implement advanced vocational training courses for employees in the department.
• Ensure that the training courses are effective and report the results to higher management.
• Personally conduct on-the-job training for new employees according to the hotel's standard operating procedures.

Provide guidance and training to staff

• Directly or instructively provide job training and guidance to new hotel staff members.
• Participate in assigned training courses to enhance the skills and knowledge of hotel staff.

Other tasks

• Provide assistance in providing local maps, tourist information, hotel services, etc. to guests.
• Assist guests in confirming flight information, making reservations, and changing flight times.
• Regularly check the luggage storage area to ensure that items are neatly organized.
• Notify relevant departments when damaged or unusable items are discovered.
• Ensure an adequate supply of necessary newspapers and magazines at the Concierge desk.
• Remain vigilant for suspicious individuals, unusual situations, and promptly report them to the security department for handling.
• Assist front desk staff when necessary.
• Participate in advanced vocational training programs offered by the hotel, associations, etc.
• Attend all departmental meetings.
• Maintain good relationships with colleagues within the department and other departments in the hotel.
• Prepare reports according to hotel regulations or as requested by superiors.
• Perform other tasks assigned by superiors.