Bell Captain

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Job summary -

Supervises, trains, schedules and evaluates Bell Persons, Door Persons and Drivers ensuring that all procedures are performed to the hotel's standards. Performs the daily responsibilities of these positions and assists where necessary to ensure optimum service to guests/visitors. Strong knowledge of all hotel services and amenities. Available to drive/operate our Lexus Experience Amazing vehicles as a chauffeur to and from points of interest in the surrounding area Well versed on all hotel facilities and landmarks throughout the city and coordinate with the hotel concierge team to execute a luxury drive experience.

Essential Duties and Responsibilities – (Key Activities)

The following are specific responsibilities and contributions critical to the successful performance of the position:

• Maintain complete knowledge of and comply with all departmental policies, service procedures and standards.

• Ensure that standards are maintained at a superior level on a daily basis.

• Maintain complete knowledge of all outlets, amenities, and hours of operations.

• Maintain and execute knowledge of Brand, LQA, Forbes, service standards related to porter arrival and porter departure.

• Fully knowledgeable of Lexus Experience Amazing Drive Opportunity program. Understand the fleet specifications and amenities on board.

• Interact in courteous and professional manner with all guests, staff and community members.
• Ensure privacy and confidentiality for all hotel guests.
• Use route navigation apps and knowledge of area
• Interact with guests in a professional manner. Report any incidents and guest concierge to hotel leadership.
• Complete daily cleanliness and general maintenance checks on courtesy cars
• Ensure vehicles are fueled, clean, and in good repair prior to start of shift.
• Maintain required logs/documentation regarding all courtesy car runs
• Report any accidents/injury situations immediately to management

• Maintain complete knowledge of correct maintenance and use of equipment. Use equipment only as intended, including property radios.

• Anticipate guests’ needs, respond promptly and acknowledge all guests, however busy and at any time of day.

• Serve as a Lobby ambassador and assist guests with directions and escort to relevant areas of the property.

• Be familiar with all hotel services/features and local attractions/activities to respond to guest inquiries accurately.

• Resolve guest complaints, ensuring guest satisfaction.

• Monitor and maintain cleanliness, sanitation and organization of assigned work areas.

• Transport guest luggage from the point of arrival at the hotel to their assigned room.

• Transport guest luggage from the current room to reassigned room for room changes.

• Transport guest luggage from their room to the point of departure from the hotel.
• Communicate anticipated business demands daily with each employee (arrivals/departures, group functions, etc).
• Ensure staff's knowledge of hotel services, features and amenities.
• Ensure that the Bell Desk is attended at all times; that all posting positions are maintained.
• Ensure that sufficient staffing is present to meet the daily business demands.

• Assist in locating guest’s lost luggage.
• Answer Bell Desk telephone within three rings, using correct greeting and telephone etiquette.

• Maintain security and accurate record of all guest room keys issued to Bell/Door Staff.

• Correctly tag, store and retrieve luggage from holding room.

• Identify and explain hotel facilities and features to guests while escorting them to their room.

• Identify fire exit closest to guest's room and explain safety features of assigned room.

• Demonstrate use of room key to guests.

• Place guest luggage inside room.

• Identify and explain guest room features to include use of:

air conditioning/heat units and thermostat controls

telephone

television

clock radio

guest services directory

mini-bar

in room safe

coffee/tea

lights

bathroom amenities

valet/laundry services

door lock

• Explain pressing and laundry service.

• Offer and complete shoeshine service as per guest request.

• Maintain accurate knowledge of scheduled functions/activations within the hotel to promote and direct guests to correct locations.

• Relay accurate directions to guests on inquiries of transportation within the local area.

• Maintain accurate log record of guest calls for Bell Person assistance.

• Remain in assigned post position, maintaining correct stance and friendly demeanor.

• Retrieve guest dry cleaning/laundry from rooms and deliver processed items (if required).

• Delivering items to guest rooms promptly to include:

messages

mail, faxes

packages

flowers

sundry items requested by guest

gift items

• Maintain appearance and organization of luggage holding room and exterior bell storage area.

• Remove trash as needed daily

• Restock water for interior and exterior water stations.

• Polish luggage carts and maintain cleanliness of carts on each shift.
• Monitor and ensure that Bell/Door Staff perform their job functions to the hotel's expected level of service.
• Assist Bell/Door Staff whenever necessary in performing all job functions.
• Accommodate all guest requests in an accurate and efficient manner.
• Coordinate group luggage requirements.
• All other duties as required.

This list of essential functions is not exhaustive and may be supplemented as necessary.

Other Standard Responsibilities -

Experience -

• Prior hospitality experience, preferably in a similar position
• Minimum two years’ experience as a Bell Person in a luxury or ultra-luxury hotel; previous supervisory experience.

General Skills -

• Must be able to perform job functions with attention to detail, speed and accuracy; prioritize, organize and follow-up; be a clear thinker, remaining calm and resolving problems using good judgment; follow directions thoroughly; understand a guest’s service needs; work cohesively with co-workers as part of a team; work with minimal supervision; maintain confidentiality of guest information and pertinent hotel data.

Technical Skills -

• Familiar with city and area.
• Ability to stand/walk for prolonged periods and work between interior and exterior areas of the hotel in all seasons.
• Must have developed language skills to the point to be able to read and understand instructions, safety rules, etc.

Education or Certification –

• High school diploma
• Valid Texas driver’s license
• Clean driving record - must provide authorization for driving record check

Language -

• Required to speak, read and write English, with fluency in other languages preferred.

Physical Requirements -

• Must be able to endure various physical movements throughout the work areas, reach up and down, remain stationary at times throughout work periods, lift up to 60 pounds, and satisfactorily communicate with guests and co-workers to their understanding.

Others –

• While this is intended to be an accurate reflection of the duties involved in this position, the company reserves the right to add, remove or alter duties when business need dictates.