Bell Captain

Sandy Lane Hotel•St. James, NC

2d•Onsite

About The Position

Sandy Lane, an AAA Five (5) Diamond exclusive resort, Forbes Five Star and member of the Leading Hotels of the World, is seeking to recruit a highly organized and dynamic individual to join its team in the Front of House Department as Bell Captain. The Bell Captain is responsible for leading, motivating and directing the Bell and Door champions in the execution of their duties to maximize operational efficiency, guest satisfaction and pleasure during the arrival and departure process and during the stay.

Requirements

At least three years’ experience leading and supervising others
Excellent communication and listening skills, as well as very good computer skills
Characteristics that show a caring, empathetic, outgoing and warm personality.
Must be honest, reliable, and trustworthy and have a high degree of integrity.
Must have enthusiasm and possess excellent customer service skills.
Enjoy working with and interacting with people.
Must be a team player who cooperates and works well with others
Must be calm under pressure, objective and takes control in stressful situations.

Responsibilities

Extends a welcoming greeting upon arrival to the resort, ensuring that the highest level of service is provided by the Bell and Door Champions, thereby maximizing guest satisfaction.
Effectively monitors and reviews all department standards, as detailed in the departmental Game Plans, ensuring consistent compliance and operational efficiency.
Ensures that an effective structure of communication is maintained at all times, ensuring that all Champions are fully informed of relevant information pertaining to their role, daily operations, arrivals, guest requirements, and the hotel in general.
Conducts daily briefings with the Bell and Door Champions, communicating arrivals, departures, special requests, events, and other relevant operational information.
Ensures that all guest comments, including complaints, are dealt with in an effective and timely manner, taking ownership where appropriate and escalating matters to the relevant manager when necessary, in order to facilitate good guest relations and optimize guest satisfaction.
Lead by example: support the team during guests arrivals and departures, ensuring personalized, efficient, and professional service delivery to our guests at all times.
Ensures that lobby coverage is maintained at all times and that all guest requests and relevant traces in OPERA PMS are monitored and actioned promptly.
Coordinates closely with Front Office, Concierge, Housekeeping, Transportation, and other relevant departments to ensure seamless guest arrivals, departures, luggage movements, and special requests.
Reviews daily arrivals and departures and ensures that new and repeat guests, special occasions, and other priority guests are appropriately identified and prepared for.
Leads, develops, and empowers all Champions to identify opportunities and make recommendations for improving operational efficiency, service standards, and the overall guest experience.
Monitors the performance, presentation providing coaching and immediate feedback where required.
Ensures that all team members are familiar with and consistently follow the resort’s service standards, safety procedures, grooming standards, and operational SOPs.