Front Office - Bell Captain

Position Summary

The Bell Captain oversees the daily operations of the Bell Staff, ensuring efficient service, optimal staffing, and a warm, welcoming experience for all guests. This role manages luggage assistance, valet services, guest escorts, and room deliveries, while also acting as a point of contact for guest inquiries and service recovery. The Bell Captain ensures a high level of guest satisfaction and leads the team in upholding service standards.

Bell Captain

$17.50 - $19.50

• Team Leadership & Scheduling – Directs daily Bell Staff operations, assigns tasks, provides training, and supports performance management. Creates staff schedules based on guest occupancy to ensure appropriate coverage.
• Guest Arrival & Departure Assistance – Ensures staff warmly greets guests, opens doors, and assists with luggage during arrivals and departures.
• Valet Operations – Oversees vehicle parking procedures, ensures accurate vehicle tagging, key control, and guest communication regarding parking policies.
• Group Coordination – Manages group room drops to ensure timely delivery of amenities or messages to designated guests.
• Guest Complaint Resolution – Handles guest concerns within defined authority, escalating serious issues to management or security when appropriate.
• Incident Reporting – Notifies leadership of guest complaints involving intoxication, disruptive behavior, missing property, or unusual incidents.
• Safety & Compliance – Follows and enforces all safety guidelines, reports safety hazards and uses PPE when required, and maintains compliance with HAZMAT and MSDS regulations.
• Attendance – Consistently reports to work as scheduled and maintains reliable attendance.

• Traffic & Access Control – Directs vehicle flow on the property and ensures proper use of taxi, bus, limousine, and guest parking areas.
• Guest Escort & Orientation – Escorts guests to rooms, explains hotel and room features, and provides directions or recommendations for local attractions.
• Errands & Deliveries – Delivers room service, messages, amenities, laundry, and valet items; handles basic guest errands as needed.
• Transportation Services – May drive guests using hotel‑provided vehicles (e.g., van, golf cart) around the premises or to nearby destinations.
• Parking Area Oversight – Monitors parking lots for cleanliness, safety issues, or unauthorized activity; reports concerns to management.
• Group Charges – Posts group‑related charges per procedure to ensure accurate billing.
• Maintenance & Safety Alerts – Reports unsafe conditions, accidents, or equipment issues promptly to the appropriate department.

• Experience – Minimum two (2) years of related hospitality experience required; prior supervisory experience strongly preferred.
• Leadership Skills – Ability to train, mentor, and lead team members to deliver exceptional guest service.
• Guest Service & Communication – Strong interpersonal, communication, and conflict resolution skills; must display a professional demeanor and maintain guest confidentiality.
• Technical & Operational Knowledge – Comfortable with using phones, computers, and hotel management systems; must be able to explain basic room and hotel technology to guests.
• Mathematical Skills – Basic math proficiency required (addition, subtraction, multiplication, division).
• Language Skills – Must be fluent in English (spoken and written); ability to read and interpret documents such as safety instructions and hotel manuals.
• Problem‑Solving – Applies logic and common sense to address guest needs and operational challenges.
• Driving Requirements – Valid driver’s license in good standing; ability to safely operate both automatic and manual transmission vehicles.
• Schedule Flexibility – Available to work varied shifts, including nights, weekends, and holidays, based on business needs.
• Appearance & Professionalism – Maintains a clean, polished appearance and a positive attitude at all times.
• Training Compliance – Completes all required training as scheduled.

• Physical Demands – Regular standing and walking; frequent lifting, pushing, and pulling of luggage up to 50 lbs; occasional bending, kneeling, and crouching; frequent use of hands and arms to carry, load/unload luggage and operate equipment; sufficient hearing and vision to drive, interact with guests, and operate equipment safely.
• Work Environment – Frequently works outdoors, exposed to weather conditions including rain, wind, and temperature extremes; occasionally works indoors in quieter environments; moderate noise level; occasional exposure to fumes, odors, dusts, and moving vehicles.