What are the responsibilities and job description for the Bell Captain position at The Cooper?
As the Bell Captain at The Cooper Hotel, you lead the bell team and doormen in delivering exceptional first and last impressions for every guest. You are responsible for the coordination of luggage handling, guest arrivals/departures, and curbside hospitality, while maintaining the highest levels of professionalism, discretion, and warmth. Your leadership ensures that your team exemplifies world-class service that reflects the elegance, grace, and charm of Charleston.
Duties & Responsibilities
The physical demands described here are representative of those that must be met by a colleague to successfully perform the essential functions of this job:
BHC is an equal employment opportunity employer. Employment decisions are based on merit and business needs, and are not based on race, color, sex (including pregnancy, childbirth, and related medical conditions), citizenship status, national origin, ancestry, gender identity or expression, sexual orientation, age, religion, creed, physical or mental disability, marital status, veteran status, uniformed service, political affiliation, genetic information, or any other factor or characteristic protected by applicable law. BHC participates in E-Verify.
Duties & Responsibilities
- Supervise, schedule, and train the bell staff, ensuring consistent adherence to Forbes 5-Star service standards.
- Conduct pre-shift briefings, delegate responsibilities, and monitor team performance throughout the day.
- Ensure the bell team presents a polished, professional appearance and maintains exemplary guest service behavior.
- Provide coaching, recognition, and corrective feedback as needed, in coordination with management.
- Personally greet VIP guests, long-stay guests, and those with special occasions, ensuring all preferences and expectations are met.
- Coordinate arrivals and departures with the front office, valet, concierge, and guest relations teams for seamless execution.
- Ensure luggage delivery and retrieval is handled promptly, discreetly, and with care.
- Assist with special guest requests such as amenity deliveries, or transportation arrangements.
- Maintain accurate tracking of all guest luggage, packages, and deliveries with proper documentation and security.
- Ensure cleanliness and readiness of the bell desk, luggage storage room, carts, and equipment at all times.
- Manage group arrivals and departures, including luggage tag preparation, porter assignments, and timing coordination.
- Monitor curbside activity and lobby traffic to uphold a calm, elegant, and organized atmosphere.
- Serve as a key point of contact between the bell team, valet attendants, front desk, concierge, and security departments.
- Communicate guest preferences, VIP designations, and special handling instructions to all relevant departments.
- Report maintenance issues, service gaps, or guest concerns promptly to management.
- Uphold guest confidentiality and handle all personal belongings with respect and security.
- Remain vigilant of lobby and entrance activity, assisting with safety and emergency protocols as needed.
- Provide support with physically impaired or elderly guests, ensuring comfort and dignity at all times.
- Minimum 2–3 years of experience in a luxury hotel environment, including at least 1 year in a supervisory or lead role.
- Prior experience at a Forbes 5-Star or AAA Five Diamond property strongly preferred.
- Exceptional communication, leadership, and guest engagement skills.
- Knowledge of Charleston’s geography, luxury transportation services, fine dining, and cultural events.
- Highly organized with the ability to multitask and prioritize during peak activity periods.
- Proficiency in hotel property management systems and Microsoft Office Suite.
- Valid driver's license and clean driving record may be required.
The physical demands described here are representative of those that must be met by a colleague to successfully perform the essential functions of this job:
- Must be able to lift and transport luggage weighing up to 75 lbs.
- Frequent walking, standing, and bending; ability to work in outdoor conditions year-round.
- Must be able to assist with luggage deliveries across guest floors via stairs or elevators.
- Must be able to resolve problems, handle conflict, and make effective decisions under pressure.
- Good hearing is necessary for effective communication with colleagues, guests, and stakeholders.
BHC is an equal employment opportunity employer. Employment decisions are based on merit and business needs, and are not based on race, color, sex (including pregnancy, childbirth, and related medical conditions), citizenship status, national origin, ancestry, gender identity or expression, sexual orientation, age, religion, creed, physical or mental disability, marital status, veteran status, uniformed service, political affiliation, genetic information, or any other factor or characteristic protected by applicable law. BHC participates in E-Verify.