Bell Captain

Sonesta Hotels•Washington, DC

19h•Onsite

About The Position

Sonesta International Hotels is the 8th largest hotel company in the U.S., with a diverse portfolio of over 1000 properties in eight countries. The company is driven by the human side of hospitality, aiming to deliver service with passion and create connecting experiences. The mission is to 'Wow' guests with Amazing Moments, bringing quality, value, and amazing hospitality. The Bell Captain role is crucial in setting this tone, primarily responsible for leading the Bell/Valet team to assist arriving and departing guests with luggage transport. The ideal candidate is passionate about hospitality and committed to exceeding guest expectations. Sonesta values its team members, supports professional growth and personal happiness, and seeks individuals who will partner to improve the overall guest and colleague experience.

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 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
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