Bell Captain

The Bell Captain is responsible for overseeing the daily operations of the Bell Services team and ensuring guests receive welcoming, efficient, and personalized service from arrival through departure. This position leads by example, coordinates the Bell team, assists with luggage and transportation needs, and serves as an important point of contact between guests and hotel departments. Saturday & Sunday nights required from 3PM to 11PM

Essential Duties and Responsibilities:

- Supervise and coordinate the daily activities of Bell Attendants and other Bell Services staff.

- Welcome guests upon arrival and provide courteous, professional assistance with luggage, transportation, and other requests.

- Ensure guests receive prompt assistance with arrivals, departures, room moves, and luggage storage.

- Assign daily duties and work areas to Bell team members based on operational needs.

- Monitor the lobby, entrance, luggage areas, and other guest-facing areas to ensure they remain clean, organized, and welcoming.

- Assist with guest transportation arrangements, including taxis, rideshare services, hotel vehicles, and other transportation requests.

- Provide directions and information regarding hotel facilities, services, local attractions, restaurants, and transportation.

- Coordinate with Front Office, Concierge, Valet, Housekeeping, Engineering, and other departments to meet guest needs.

- Maintain accurate records related to luggage storage, deliveries, transportation, and other Bell Services activities.

- Handle guest concerns and service requests professionally, escalating issues to management when appropriate.

- Train, coach, and provide guidance to Bell Attendants regarding hotel standards, guest service, safety, and departmental procedures.

- Monitor staffing levels and communicate operational needs to management.

- Ensure Bell Services equipment, luggage carts, radios, and other department supplies are maintained and used properly.

- Assist with VIP arrivals, special events, group arrivals, and other high-volume operations.

- Maintain knowledge of hotel policies, emergency procedures, and safety standards.

- Ensure all guest information and belongings are handled with appropriate care and confidentiality.

- Support a positive and professional work environment and promote teamwork.

- Perform other duties as assigned by management.

Qualifications:

- 1–2 years of customer service experience required; hospitality or hotel experience preferred.

- Must be able to lift and carry up to 50 lbs.

- Must be able to walk quickly and/or climb stairs while carrying guest luggage.

- Must be able to work outdoors under a covered parkway in extreme heat or cold weather conditions.

- Proficient conversational English language skills required.

- Must possess a valid drivers license.

- Must be available to work weekends and holidays.

- Previous leadership or supervisory experience preferred.

- Strong communication, organization, and guest service skills.

- Ability to work effectively in a fast-paced environment while maintaining a professional and positive attitude.