What are the responsibilities and job description for the Bell Captain position at The Grand & Little America Hotel, Utah?
The Bell Service Captain is a senior member of the Bell services and is always ready to offer an exceptional service experience to all guests. This person ensures that service standards meet or exceed expectations by acting as a mentor to coach bell staff. The Bell Captain’s main responsibilities include luggage service and storage, handling messages, and assigning work duties and schedules of Bell Service Attendants.
Responsibilities:
- Uphold, train and mentor team members on Grand America Hotel Standards
- Ensure that all team members are meeting standards throughout their shift
- Assist the Guest Service Manager with coaching, mentoring, and other administrative needs as deemed necessary
- Supervise doorman and Bell associates in carrying out assigned duties for guests
- Store guest luggage upon request and assist in loading and unloading vehicles
- Ensure the safety and security of all guest vehicles and personal belongings left in the possession of The Grand America Hotel
- Prepare and maintain all paperwork for accuracy of operations (i.e. porterage, packages, etc.)
- Post charges to guest folios, while ensuring the accuracy of parking, transportation, porterage, and package charges to the appropriate billing account
- Utilize the hotel's task management/concierge program, ALICE, to ensure the accurate reporting of guest requests, facility repairs, transportation, and any other guest-related items
- Provide accurate directions, maps, brochures, etc
- Assist the Front Desk in delivering quick and efficient service to hotel guests
- Ensure bellmen are actively escorting our guests at the Front Desk, ensuring that staffing levels are appropriate to provide service
- Assist the front drive-in parking vehicles when necessary, and ensuring that all team members are posted up in their appropriate positions
- Uphold uniform standards and department for appearance and operational effectiveness
- Verbally pass along all appropriate information to the Guest Services Manager/Bell Captains and appropriately enter it into the daily log as necessary
Qualifications:
- 1 year or equivalent in customer service industry (preferably hotel experience)
- Skilled in building relationships with guests and staff
- Able to lift at least 50 pounds
- Flexibility to work day and evening shifts, weekends and holidays
- Team player with a desire to support both guests and staff members and meet/exceed team and guest expectations
- Valid driver’s license with a clean driving record.
