Bell Captain-(CamelBack Mountain Resort)

Towne Park•Pocono Township, PA

About The Position

The Bell Captain orchestrates the hotel guest service experience while working alongside bell staff to meet or exceed site service standards. The role assists guests with luggage delivery and pickup during arrivals and departures, delivers items and amenities to guest rooms, and helps guests with room changes and transportation. Under the direction of the Account Manager, the Bell Captain also coordinates and administers shift activities, completes reports and paperwork, and offers troubleshooting or guidance when the manager is not on-site. This is not a management position, though the Bell Captain may address critical issues and make judgment calls when urgent; non-urgent issues are reported to the Account Manager for direction. The position is paid $15 per hour. The preferred schedule is night shift with open availability. Benefits-eligible employees may enroll in accident, critical illness, hospital indemnity, and telemedicine benefits, as well as the company 401(k) retirement savings plan. Eligibility depends on job classification, length of employment, and hours worked; seasonal and temporary roles are not eligible for these benefits. The role requires a high school diploma or GED, a valid driver’s license with a clean driving record, and one to three months of related experience or training, or an equivalent combination of education and experience. Customer service experience is preferred. Work is primarily outdoors, potentially for the full shift, and may involve exposure to extreme heat or cold. Travel of up to 5% may be required.

Requirements

High school diploma or general education degree (GED).
Valid driver’s license and clean driving record, which must be maintained.
One to three months of related experience and/or training, or an equivalent combination of education and experience.
Knowledge of bell attendant responsibilities.
Knowledge of principles and processes for providing customer and personal services.
Ability to understand 24-hour and military time systems.
Ability to clearly understand rates applicable to time passed.
Ability to meet the physical demands of the role, including standing or sitting for extended periods, walking, running, climbing stairs, and lifting or moving luggage and other objects.

Nice To Haves

Customer service experience.

Responsibilities

Maintain a pleasant, friendly, and professional demeanor with guests, client staff, and coworkers; greet guests promptly and use appropriate site greetings.
Handle guest complaints and difficult situations calmly and accurately, use proper phone etiquette, and provide attentive hospitality.
Remain in appropriate guest-service areas when not assisting guests or performing other tasks; conduct room presentations and assist with room changes and guest-room deliveries and pickups.
Maintain detailed knowledge of the facility, including outlets, meeting rooms, amenities, local attractions, and parking rates; arrange guest transportation using only approved taxi services.
Tag luggage correctly, ensure guests and luggage are safely transported, maintain cleanliness and order in the guest-service area, and deliver messages, items, and amenities as requested.
Protect guest confidentiality in accordance with HIPPA requirements.
Promote teamwork through leading by example and communicating effectively; guide the work group in delivering high levels of guest service.
Assign bell staff to routine roles and, as directed by the Account Manager, to non-routine roles; reduce staffing during a shift when business conditions require, using an approved method and at the Account Manager’s direction.
Complete assigned tasks promptly, follow the work schedule, and cooperate with management and coworkers to meet customer needs.
Assist the Account Manager with work schedules and notify associates of schedule changes or openings when requested.
Complete shift reports and other paperwork accurately, report suggestions for improving procedures and efficiency, communicate information to the work group, and attend client meetings as designated by the Account Manager.