JOB DESCRIPTION
JOB TITLE: Bellman
AREA/DEPARTMENT: Rooms Division / Front Office / Concierge
JOB BAND: 9
HOTEL LEVEL: I-V
REPORTS TO: Bell Captain /Concierge / Front Office Manager / Concierge
POSITIONS SUPERVISED: Nil
JOB SCOPE: Responsible for receiving and ensuring correct delivery of
guest’s luggage to and from rooms, airport and cars and assists
all guests with inquiries and requests. The Bellman performs
various errands related to guest’s needs, comfort and
satisfaction. Promotes the desired work culture around the five
core values of Trust, Integrity, Respect, One Team and Service
of the InterContinental Hotels Group and the brand ethos.
TESTIMONIAL: I hereby confirm having read the duties and agree to perform these duties as set
out in the Job Description to the required standards.
Signature: .…………………………………………………………………………………………
Date: ………………….
Copyright InterContinental Hotels Group
Last Updated: June 1, 2025
Page 1 of 3
Key Responsibilities
Assist with heavy packages, coats, suitcase, etc. being alert to give assistance courteously and quickly, before
having to be asked
Maintain a willingness to please attitude and give undivided attention to any approaching guest
Adhere to guest checking in and checking out procedures pertaining to baggage handling
Welcome guests at the main entrance, offering the greeting appropriate to the time of day taking particular note of
repeat guests and Priority Club members
Assist arriving and departing guests by opening and closing car and taxi doors
Maintain a spotless Porte Cochere and Drive way
Guide the guest to the Front Desk and wait behind the guest during the check-in. Keep eyes on the Front Desk
Clerk who provides the signal for you to step forward and receive the room and rooming booklet from the Front
Desk Clerk. Without delay, escort the guests accordingly.
Be familiar with the layout of the hotel and memorize the preferred route for escorting guests
Room the guest in accordance with hotel standards
Be familiar with the lift workings and emergency stairs
Provide information to guests about the hotel facilities and services
Provide guest services and guidance
Learn and utilize names of guests, especially repeat and long staying guests and routinely greet guests as they
pass through the lobby, remaining alert to situations where he can be of assistance to guests
Keep the lobby clean and tidy, informing the Concierge or Bell Captain if it needs major cleaning
Maintain a well groomed hair style and wear clean, shiny well polished shoes and a neat uniform while on duty
Help other employees in department, replacing them temporarily when necessary
Keep the baggage room clean and in order before going off duty on each shift
Upon arrival of newspaper, prepare them and deliver them to guest rooms as assigned by the Bell Captain
Use the Duty Log to document matters of importance
Operate Communicates equipment
Arrange transport and coordinate luggage
Manage the key system securely
Occupational Health and Safety Responsibilities
Demonstrate Awareness of OH&S policies and procedures and ensure all procedures are conducted safely and
within OH&S guidelines
Be aware of duty of care and adhere to occupational, health and safety legislation, policies and procedures
Be familiar with property safety, first aid and fire and emergency procedures and operate equipment safely and
sensibly
Initiate action to correct a hazardous situation and notify supervisors of potential dangers
Log security incidents and accidents in accordance with hotel requirements
Key Competencies Key Tasks
Taking Responsibility Strive for constant improvement and take responsibility for your own performance
Adhere to InterContinental Hotel Group Corporate Code of Conduct
Adhere to Hotel Handbook and general policies and procedures
Adhere to Front Office Policies and Procedures
Report problems to Management with suggestions for resolution
Understanding My Job Clarifies own job responsibilities and looks for opportunities that will increase skills
and job knowledge
Understands how their role fits with others and contributes to the success of business
Understands the hotel’s facilities, products and services
Provides information when requested and promotes hotel’s services, facilities and
special events
Implements department procedures and policies as needed
Customer Focus Build and maintain positive relationships with all internal customers and guests in
order to anticipate their needs
Anticipate guest needs, handle guest enquires, and solve problems
Create a positive hotel image in every interaction with internal and external customers
Adhere to hotel brand standards
Copyright InterContinental Hotels Group
Last Updated: June 1, 2025
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Maintain a high level of product and service knowledge in order to explain and sell
services and facilities to guests
Assist guests and escort them to locations within the hotel at their request
Maintain knowledge of special programs and events in the hotel in order to recognize
and respond to guests needs
Maintain current Hotel information to be able to provide information to guests
Teamwork Demonstrate co-operation and trust with colleagues, supervisors, teams and across
departments
Communicate well to ensure effective shift hand-overs
Actively participate in organised meetings
Interact with department and hotel staff in a professional and positive manner to foster
good rapport, promote team spirit and ensure effective two way communication
Adaptability Be open to new ideas and make changes in the job and routine as required
Work in line with business requirements
Complete tasks as directed by Management
Developing Self Develop/update skills and knowledge (internally or externally) to reflect changed
technology or changed work requirements
Seek feedback on areas of shortfall
Maximize opportunities for self development
Reliability Ensure that your work quality meets the standards required and complete tasks in a
timely and thorough manner with minimum supervision
Follow standards, policies and procedures
Meet hotel attendance and grooming standards
Cultural Awareness Work effectively with customers and colleagues from different viewpoints, cultures
and countries
Copyright InterContinental Hotels Group
Last Updated: June 1, 2025
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