Bell Captain- Inn on Biltmore Estate -Full Time

Job Description

The Bell Captain directly supervises the Bell attendants, Valet attendants, Dispatch attendants, and Doormen within the Guest Service Department of the Inn on Biltmore Estate. The Bell Captain carries out supervisory responsibilities in accordance with the organizational policies and procedures of the Inn. Responsibilities include planning, assigning and directing working the Bell Attendant, along with interviewing and training. This position will assist with evaluations, employee rewards and disciplinary counseling. The Bell Captain will also assist with guest complaints and ensure the guest needs are always met. The Bell Captain will work in a Bell Attendant capacity when needed.

Full Time: a position working 32+ hours per week.

Essential Job Duties

• Organize and ensure the coverage of the outside rotation, to include opening the front door for guests, greeting guest at curb and unloading luggage, and escorting guest to room.
• Maintain the upkeep of inn entrance and guest/valet parking lot, as well as guest service vehicles.
• Oversee traffic control at the entrance to the inn for arriving guests.
• Maintain a high standard of performance and appearance of the personnel at the front of the inn.
• Facilitate any special projects or new procedures made by upper management.
• Greet guest and unload luggage from vehicle.
• Escort guest to room and deliver luggage and other items to rooms.
• Acquaint guest with all features included in their rooms (Internet, safe, view, etc.)
• Supply ice to rooms
• Maintain accurate knowledge of local attractions and activities to recommend to guest.
• Handle guest complaints and review with Manager on Duty.
• Direct and supervise valet and bell positions.
• Creation of weekly departmental schedule.
• Review weekly departmental payroll.
• On-boarding and training of new Bell Attendants.
• Ensure departmental service level agreements are maintained at all times.
• Extra duties per Manager or Manager on Duty upon request.
• Maintain complete knowledge of:
• Daily Inn Activities
• Daily Estate Activities
• Inn services/hours of operations
• Inn policies and procedures
• Groups In-House and VIP'S
• Departure and Arrival numbers
• Room rates and packages
  
  

Additional Responsibilities

• Assist in daily coverage for all shift meal breaks
• Assist in other outlets of the Front Office as needed
• One Bell Captain to attend Supervisor meeting weekly with Front Office Manager and (or) Assistant Front Office Manager
• Monitor the guest services staff to ensure that all procedures are being adhered to as established by management
• Inspect all physical aspects of the department’s appearance on a continual basis in accordance with standards established by management.
• Develop and lead all Pre-Shift meetings. Meetings should include group, VIP, estate and inn activities, and arrivals/departures for the day.
• Assist Front Office Manager and Assistant Front Office Manager with staff evaluations.
• Other duties as assigned.
• Attend weekly resume meeting in absence of guest services manager.
  
  

Qualifications

• Displays qualities that align with company’s core values.
• High sense of duty and honesty.
• Must have energetic personality.
• Excellent communication and diplomacy skills.
• Successful completion of Train the Trainer.
• Successful completion of BEST II.
• Ability to exceed guest expectations.
• Ability to communicate clearly and effectively.
• Ability to remain calm in stressful situations.
• Prefer one-year guest services supervisory experience working in hotel or resort and two-year bell attendant experience.
• High school diploma or GED.
• Must meet grooming standards.
• Must have valid NC driver’s license.
  
  

Physical Requirements

• Ability to lift 50 lbs. or greater.
• Ability to be on feet for long periods of time.