Bell Captain

JOB DESCRIPTION

No Job Description for a position can possibly include all duties which may be requested by guests or required by the hotel.  The objective of all positions is to effectively provide the services personally, or to immediately refer requests to the appropriate department manager.  The following is a summary of the major responsibilities of the position. 

Position:   Bell Captain  

Department: Bell/Door Services 

Purpose:   To provide assistance and services to guests in order to ensure that their arrival and departure experience is pleasurable and informative. 

Essential Functions:  

• Complete training of Bellmen, Doormen and Valet as directed by the Director of Guest Services/Front Office.  

• Oversees and keeps on order the storage of all guest luggage.  

• Ensures the cleanliness of the Bell stand, storage room, Front Drive, and lobby.  

• Oversees the Maintenance of all the Bell Carts & Golf Carts.  

• Maintains an orderly and detailed shift log of all Bell stand activities including check-in, check-out, deliveries, luggage storage, mail, fax, and message deliveries.  

• Oversees the storage and delivery of all packages to the Bell stand. Follows up on a daily basis to see that these packages are delivered within the 15 minute standard and to the proper location.  

• Supervises Bellmen and Doormen to ensure a smooth and orderly work flow and maximum service to our guests.  

• Arrange alternate luggage area space during peak bag storage times.  

• All employees are required to fully comply with Omni rules and regulations for the safe and effective operation of the hotel’s facilities.  

• Understand and responsible for hotel key policies.  

• Responsible for handling all convention-related distributions to guest rooms.  

• Greet our guests in friendly, warm manner.  

• Approve weekly Bell stand and Valet schedules. 

• Ensure proper Valet coverage for all catering and social functions/events 

• Maintain cleanliness and equipment in good operations in the front drive, bell storage, parking garage and other Guest Services related areas 

• Maintaining an orderly log of fronts.  

• Maintaining an orderly package  delivery log.  

• Follow-up check of stored packages.  

• Be familiar with Opera, Synergy and Go Concierge systems.  

• Strive to improve Medallia scores.  

• Be involved in resolution of guest’s complaints.  

• Communicate to staff all future business demands as well as daily check ins, check outs, occupancy, in house functions, and bus arrivals.  

• Provide a “Welcome Call” to guest as required by management. 

• Tools and Equipment: 

• Computer and printer, typewriter, telephone, pen/pencil, photo-copying machine, facsimile machine   

• Bell stand luggage carts, hand truck 

• Working Environment: 

• Interior and exterior of hotel with exposure to weather conditions.