Bell Captain - PM

Westmont Hospitality Group•Vancouver, BC

21d•Onsite

About The Position

Reporting to the Director of Rooms, the Bell Captain is a hands-on leadership position that is responsible for managing and carrying out the daily operations of the Bell Services department, ensuring that all standards of the hotel are met or exceeded. The successful candidate will participate in the recruitment, training, scheduling, supervision and performance management of the Bell Services Agents. In addition, the Bell Captain will work alongside their team in assisting guests with luggage upon check-in and check-out, greeting guests upon arrival and departure at the Front Door, and delivering messages and gifts to rooms in a professional and friendly manner according to the standards of the Pan Pacific Hotel. This position will primarily be scheduled to work the PM shifts, but scheduling flexibility, including the ability to work holidays, weekends, evenings, and overnight shifts is required given the nature of our 24/7 luxury hotel operation.

Requirements

Must be physically fit - involves long periods of standing; requires lifting of large quantities of luggage.
Must be extremely well organized and detail oriented; ability to be able to balance technical and guest service successfully in a polished professional manner is critical.
Must possess excellent interpersonal and communication skills; contributes an energetic and positive attitude to the hotel atmosphere; ability to handle high volumes of challenging guest-related interactions with professionalism.
Must have demonstrated the ability to work effectively under pressure and handle sensitive guest related situations.
Maintains professional business confidentiality as required.
Individual must be highly motivated and able to work under pressure with minimal supervision
Previous leadership experience is preferred
Previous experience as a Bell Services Agent in a hotel is strongly preferred
Must have a valid BC Driver's license and be able to drive standard transmission vehicles. Candidate must have a good driving record (able to provide driver's abstract upon request)
Knowledge of Hotel facilities, security precautions and sound knowledge of the Vancouver area is required
Opera experience is considered a strong asset
Fluent spoken English is mandatory; additional language(s) is considered an asset

Responsibilities

Participates in the recruitment, training and coaching of Bell Services Agents
Responsible for the department schedule, time and attendance records, vacation planning and payroll, ensuring budgeted labour costs and operational expenses are adhered to
Lead, develop, coach and performance manage the Bell Services Agents
Respond to all guest concerns that are brought to their attention in a prompt and courteous manner
Delivers luggage to guest rooms; Explains guest rooms and Hotel facilities to guests.
Delivers items to guests such as message, keys and gifts.
Answers calls and inquiries at luggage attendant's desk; maintains organization of Bell Services office including clipboards, notice boards, garbage and filing cabinets.
Stores items for guests and records all group porterage.
Assists Door Attendant to ensure smooth flow of traffic at the Front Door; alerts security of undesirable situations or individuals.
Completes incident reports for situations that may require follow-up or documentation.
Greets guests and non-guests on arrival and departure from Hotel - opens and closes vehicle doors
Attends to luggage requirements of guests when arriving/departing from hotel
Ensures Front Door is attended at all times; Assists guests with transportation requirements: taxis, buses, etc.
Answers inquiries about Hotel, Canada Place and the city surroundings;
Answers telephone and works on computer at Attendant desk as needed
Assists other departments when required.
Performs other related duties as required