Value of the bellman

HE'S THE first person that you see when you drive up to the hotel's reception area and the last person you say goodbye to when you leave. Sometimes he's gloved and sometimes not. In some hotels, like the Ritz-Carlton Rose Hall, he shares duty with a co-worker when there is more than one car door to open.

He is often the source of knowledge. From, "how far is that from here?" to "where can I buy a phone card?", your bellman/bellhop - or in some hotels 'concierge' - can usually answer it all.

On his feet for most of the day, lifting numerous bags and packages, the bellman has to be strong. That, however, is not the first requirement. The bellman has to have excellent people skills ­ vital for interacting with people, every hour of the day. He must be able to converse on a variety of subjects, describe features and amenities accurately, introducing guests to their rooms, and he must be able to give clear directions.

At some hotels, the concierge is the person who not only handles luggage but also meets and greets guests, checks them in, and gives site inspections. That calls for a well-rounded individual who sees his role as more than just having a job in a hotel.

Urel Malcolm, who has been a bellman for 14 years, says, "When I come to work I just focus on my job, do what I am
supposed to do in the best way that I can to see to it that everything is done and in so doing, try to make the industry grow."

He says the best part of his job as a bellman is dealing with the guests. "Seeing happy guests, makes you happy and you build a relationship. You become their friend and I enjoy that very much," he said adding that he sometimes does double duty as a counsellor!

"Many times you have guests who come with problems and are easily upset. You have to take your time with that guest, see how you can assist them. No matter how upset he gets, you have to try to calm him down and try and solve his problem. You have to do that," he explained emphatically. Composure is also necessary. "No matter how the guests rant and rave, composure is good when dealing with them on a personal level," said the assistant front office
manager at an upscale north coast hotel.

A good bellman must also be observant. Frequently he is expected to know which way the gentleman wearing a brown jacket who just left the front desk went, or if the couple in Room 242 is out of the hotel. In short, he should be the eyes and ears of the front of the hotel, almost like a video recorder.

Smiling in a pleasant and welcoming way is also a necessary quality.