Bell Captain

Royal Sonesta Dupont Circle Washington, District of Columbia 20037

1d•Onsite

About The Position

The Bell Captain sets the tone for Sonesta’s mission of “Wowing” our guests with Amazing Moments. The role’s primary responsibility is leading the charge to assist arriving and departing guests in transporting luggage to and from guest rooms. The captain ensures high quality service through leadership of the Bell/Valet team. The ideal candidate has a passion for hospitality and going beyond for our guests. Sonesta International Hotels is the 8th largest hotel company in the U.S., with a diverse portfolio of owned, managed, and franchised properties across 1000+ properties in eight countries. The company is driven by the human side of hospitality, delivering service with passion, loyalty with purpose, and experiences that truly connect.

Requirements

Professional verbal communication skills.
Excellent interpersonal and customer service skills, including dealing with difficult guests.
Reading and writing abilities to complete departmental records and logs.
Excellent organizational skills and attention to detail.
Ensure overall guest satisfaction.
Ability to work in a fast-paced environment.
Ability to work throughout the hotel (lobby, elevators, guest room corridors and guest rooms).
Ability to work outside to transport luggage to and from vehicles.
Ability to exert up to 100 pounds of force occasionally, and/or 50 pounds of force frequently and/or up to 20 pounds of force constantly to lift, carry, push, pull, or otherwise move objects.
Ability to push and pull carts weighing up to 250 lbs.
Frequent bending, stooping and kneeling.
Ability to stand during entire shift.
Flexibility to work variable days of the week to include weekends and holidays.
Flexibility to work variable shifts (days, nights, overnights).
Ability to work ten to twelve hour shifts sometimes.

Nice To Haves

Previous leadership experience in bellman or valet role.
Previous hotel experience, or retail customer service.

Responsibilities

Assist in supervising the Bell/Valet Services function; ensure staff is properly trained including service expectations, hotel facilities and services, local directions, safety and emergency procedures, etc.
Conduct standup meetings with the Bell / Valet team.
Conduct scheduling in conjunction with the Front Office leadership.
Communicating parking situations to hotel leadership (limitations and concerns).
Ensuring guest car key control policies are followed and enforced.
Welcome and acknowledge all arriving guests in a courteous and professional manner.
Transport luggage to and from guest rooms.
Secure, tag and store luggage at guest’s request.
Direct guests to appropriate hotel staff for assistance with questions and special requests regarding food, laundry, concierge services, or housekeeping.
Respond appropriately to guest complaints.
Write and report auto accident reports. Informing Security Department and Front Office Manager.
Promote hotel facilities, outlets, and services for guests and provide information to guests regarding local attractions and activities.
Respond appropriately to guest complaints. Make appropriate service recovery gestures in order to ensure total guest satisfaction.
Promote team work and quality service through daily communication and coordination with other departments.
Respond to guest requests promptly and professionally; promote hotel services, facilities and outlets; provide guests with information such as local attractions and directions.
Adhere to uniform and grooming standards.
Perform other duties as requested by management.