Bell Captain

Provide a positive first and last impression to guests as they arrive and leave the hotel. Supervise Bell & Valet services of the Guest Services Department (Bell Persons and Door Persons).  Keep accurate records of deliveries and handle guest complaints in the absence of the Front Office Manager.  Maintain an operating relationship with Front Desk Supervisors.  Act as liaison to transportation service & rental vehicle companies.  Report to the Front Office Manager / Resort Manager.

Bell Captain for PGA National Resort responsibilities:

• Supervise all Bell Persons, and Door Persons.
• Interview, hire, train, recommend performance evaluations, resolve problems, provide open communication and recommend discipline and/or termination when appropriate.
• Attend all staff, resume and pre-convention meetings.
• Assist Front Office Manager in preparing schedules and payroll documents for Bell Persons and Door Persons.
• Give timely performance reviews to employees.
• Coordinate all department-training meetings.
• Ensure that all Guest Services associates are posted and visible at all times.
• Staff personnel according to staffing guides and labor management systems.
• Coordinate delivery of guest messages, faxes, guest laundry, group deliveries, and other guest services as needed.
• Respond to guest complaints, maintain a satisfactory impression with the guests and attempt to resolve problems in a positive manner.
• Interview, hire, counsel and terminate employees as needed.
• Possess knowledge of the community and area in which the hotel is located to assist guests with information on special events (sporting, theatre, movies, entertainment and restaurants).
• Assist bell, valet and door persons when they are busy, cover for lunch breaks and in their absence.
• Ensure guest shipments/packages are tracked, logged and promptly delivered.
• Ability to work effectively with Front Office Manager, bell persons and door persons.
• Maintain a positive relationship with fellow employees.
• Maintain adequate inventory and tracking of forms, valet tickets, claim tickets, requisitions, communication items, and uniforms.
• Maintain detailed and accurate records of issued valet tickets & claim tickets.
• Maintain detailed logs of vehicle mileage for Resort Vehicles.
• Ensure proper use of bell carts, luggage racks and master keys.
• Ensure all records for gratuities are accurate and turned in on a timely basis to the Front Office Manager.
• Interact with all hotel guests and employees.
• Interpersonal communication skills helpful.

Qualification Requirements: To perform this job successfully, an individual must be able to perform each essential duty satisfactorily. The requirements listed below are representative of the knowledge, skill and/or ability required. Reasonable accommodations may be made to enable individuals with disabilities to perform the essential functions.

Education and Experience: High school diploma or equivalent.  Three years of guest services or related experience.  One year supervisory experience.

Reasoning Ability: Ability to solve practical problems and deal with a variety of variables in situations where only limited standardization exists. Ability to interpret a variety of instructions furnished in written, oral, diagram or schedule form.

Other Skills and Abilities: Ability to communicate and work well with fellow employees and maintain a presentable appearance, behavior and manner at all times.

Physical Demands: The physical demands described here are representative of those that must be met by an employee to successfully perform the essential functions of this job. Reasonable accommodations may be made to enable individuals with disabilities to perform the essential functions.

While performing the duties of this job, the employee is regularly required to stand, walk, bend and use hands to finger, handle or feel objects, tools or controls. The employee is frequently required to talk or hear.

The employee must have the ability to lift up to 75 pounds at a time.