Bellcaptain - Hilton Tucson El Conquistador

Desert Hospitality Management, LLC•Oro Valley, AZ

About The Position

The Bell Captain oversees the assigned shift and supports Bell Staff to ensure smooth guest service operations. The role involves monitoring punctuality and breaks, reporting operational or staff issues to management, and providing transportation, baggage assistance, and helpful information to enhance the guest experience. The Bell Captain also handles guest requests, coordinates dry cleaning, responds to concerns, promotes hotel services, and ensures adherence to company policies and service standards.

Responsibilities

Supervise and support Bell Staff during assigned shifts to ensure smooth and efficient guest service operations.
Assist guests with luggage during check-in and check-out, provide room orientation, and confirm room features are operational.
Inform guests about hotel amenities, including vending and ice machines, and explain safety procedures.
Promote hotel services, facilities, and outlets when appropriate.
Respond promptly to guest requests, including delivering messages and “Forget Something” items.
Provide transportation for guests to and from the airport or other destinations as requested.
Provide accurate, courteous directions and local information.
Secure and tag guest baggage as requested and follow proper storage procedures.
Coordinate dry cleaning services by accepting guest items, arranging pickup, and promptly delivering clean garments.
Address guest concerns and complaints professionally, resolve issues, and work toward guest satisfaction.
Monitor Bell Staff attendance and punctuality and report concerns to the Manager.
Ensure staff adhere to scheduled break times.
Document and report service discrepancies or staff performance issues to the Manager or Hotel Manager.
Provide input and written recommendations regarding scheduling and disciplinary actions as necessary.
Maintain a polished, professional appearance in accordance with company grooming and dress standards.
Follow company policies, procedures, and service standards.