Rooms - Bell Captain

Ojai Valley Inn & Spa•Ojai, CA

About The Position

The Bell Captain provides assistance with guest, hotel, and department needs, delivering service in accordance with Ojai Valley Inn & Spa standards and regulations. The role provides a warm, hospitable greeting and recognizes that Bell Staff create the first and last impressions of the guest experience. The Bell Captain ensures resort guests are professionally oriented to the property and offered services suited to their needs, and that guest and hotel items are treated with care and respect, with safety as a priority. The Bell Captain supervises, trains, schedules, and evaluates Bell Staff to ensure procedures meet hotel standards. The position also performs the daily responsibilities of Bell Staff and assists where needed to ensure optimum service to guests and visitors. Duties include handling guest arrivals and departures, valet vehicle and luggage assistance, resolving guest concerns, coordinating staff and department functions, maintaining operational knowledge, preparing schedules and payroll records, and keeping work areas organized.

Requirements

At least one year of previous experience in a similar position at a Four- or Five-Diamond hotel.
Valid California driver's license with a clean driving record.
Proficiency in reading, writing, and speaking English.
Ability to perform basic mathematical computations.
Ability to write legibly.
Proven ability to motivate a team.
Experience training staff members.
Ability to think clearly and exercise good judgment in pressure situations.
Ability to work with minimal supervision.

Nice To Haves

College coursework in hospitality or the travel industry.
Previous experience as a Bell Staff Supervisor or Door Attendant.

Responsibilities

Greet incoming and departing guests, park and retrieve cars, and provide luggage assistance while ensuring the security of vehicles in valet.
Promote positive relations with guests and visitors and support guest satisfaction.
Serve as the first point of contact for attempting to resolve guest complaints and contact a manager when further resolution is needed.
Promote and enforce standards of excellence and professionalism.
Prioritize and delegate work to staff and coordinate departmental functions, including under pressure.
Maintain knowledge of daily activities, arrivals and departures, hotel features, services and amenities, and outlet operating hours; ensure Bell Staff also has this knowledge.
Enforce hotel standards, policies, and procedures, coaching Bell Staff when necessary.
Assist in training new and existing Bell Staff.
Advocate work practices that promote accident prevention.
Conduct performance evaluations for Bell Attendants.
Prepare weekly work schedules in accordance with budget goals.
Prepare and submit payroll records and tip distributions.
Properly handle and maintain sensitive and confidential information.
Maintain cleanliness and organization of work areas, including the Club Car fleet.
Document all pertinent information in the log book daily.
Perform Bell Staff daily responsibilities and assist where necessary to ensure optimum service to guests and visitors.