Bell Captain

Oversees the daily operation for the bellmen to include assisting guests, managing bellman team and training of bellman team.

ESSENTIAL DUTIES AND RESPONSIBILITIES include the following. Other duties may be assigned.

• Create and supervise the bell staff schedule to ensure adequate coverage for all guest services, including peak times, group arrivals, and special events.
• Provide ongoing training for bell staff on customer service, luggage handling, safety protocols, and hospitality standards. Conduct regular refreshers to ensure all staff meet high-quality service expectations.
• May participate in the interviewing, hiring, evaluating and discipline of employees.
• Assists in the establishment of standards of operation for area of responsibility and in planning, developing and conducting training for employees to ensure those standards are met.
• Assist guests with arrival by welcoming in a friendly, professional manner.
• Remove luggage from vehicles and place on baggage carts, deliver to room.
• Open car and hotel doors for guests
• Delivery of guest laundry, messages, etc.
• Explains to guests operating procedures of TV and HVAC controls.
• Assists with room charges.
• Give directions to Resort and area sites or attractions.
• Drives guest shuttle to property activities/restaurants.
• Stores luggage for guests pending room occupancy.
• Assists guests transporting luggage from room to vehicle at check out.
• Provide direction to all lodge rooms, meeting rooms, dining areas, public spaces, vending, and restrooms in a professional courteous manner.
• Knowledgeable of all daily activities on property.
• Act as the liaison between the bell staff, front desk, and other departments to ensure seamless guest experiences.
• Maintain inventory of luggage carts, bell equipment, and manage any repairs or replacements needed.
• Requires ability to perform all functions pertaining to Bellman operations.
• Complete appropriate trainings listed on the human resources Training Matrix.
• Adhere to Wheeling Park Commission's safety rules and policy; refer any and all safety concerns to department manager, safety committee or human resources.
• Interact with the public with a cheerful and positive attitude, solve guest problems and complaints in a proper manner, and maintain harmonious working relationships with fellow employees.
• Bus & Tour Group Coordination:
• Coordinate with bus and tour group leaders to organize luggage handling for large groups.
• Ensure smooth arrivals and departures, including designating staff to assist with luggage offloading and room deliveries.
• Communicate effectively with the front desk and housekeeping teams to prepare for group movements.

REQUIREMENTS

• Previous hospitality or bell staff experience preferred.
• Strong leadership and communication skills.
• Ability to multitask and manage large groups in a fast-paced environment.
• Problem-solving abilities and attention to detail.

SUPERVISORY RESPONSIBILITIES

Directly supervises to the extent of assigning and monitoring daily tasks of 8 Bellman in Guest Services. Refers issues relating to organization's policy to the Director of Guest Services.

EDUCATION and/or EXPERIENCE

High school diploma or general education degree (GED); or one to three months related experience and/or training; or equivalent combination of education and experience.