Bell Captain - Steady Extra (Caesars Palace LV)

Caesars Entertainment•Las Vegas, NV

1d•Onsite

About The Position

The Bell Captain manages the bell staff by setting duties, supervising daily performance levels and maintaining the highest level of integrity to our guests and staff. Bell Captains will be responsible for their shift’s productivity, service standard expectations and employee engagement. The Bell Captain meets Caesars Entertainment high standards of quality and performs all duties in accordance with Caesars Entertainment policies within the realm of the Caesars Entertainment’s Mission Statement. The foundation of our service culture is based on team members acknowledging and greeting Guests and each other. We believe that everybody we encounter is our Guest – our co-workers are Internal Guests and lodgers are External Guests. This is known as the Everybody Greet Everybody (EGE).

Requirements

Minimum of three years customer service experience in a previous position, where the primary job duty is direct customer service, is required.
Candidate must have the proven ability to provide courteous, friendly and efficient service.
Must be able to get along with co-workers and work as a team.
Must present a well-groomed appearance.
Strong Interpersonal and communication skills.
Must be a self-starter with strong problem solving ability with minimal direction needed
Candidates must be able to respond calmly in a crisis and in demanding situations, particularly when the situations involve customer or employee conflicts.
Must be able to speak, write and understand English.
Must be able to stoop and bend, as well as maneuver up and down stairs.
They must be able to lift up to 75 pounds.
They must be able to respond to visual and aural cues.
Bell Captains must be able to make eye contact with guests, converse in English, SMILE for their full shift remaining upbeat and positive, field guest complaints, conducting thorough research to develop the most effective solutions and negotiate results; listen and extend assistance in order to resolve problems.

Nice To Haves

Two years previous experience as a Bell Person is preferred.
Proficient in a second language would be beneficial.

Responsibilities

Consistently use the 10-5 rule. At 10 feet away, make eye contact with the guest and smile. At 5 feet away, extend a friendly verbal acknowledgement to welcome the guest.
Responsible for efficiently and accurately completing the arrival and departure of each guest.
Extends an appropriate closing for all interactions, providing the guest with a feeling of exceptional service.
Maintain energy and enthusiasm, willingness to serve, and consistently demonstrate property and company service standards for the duration of shift
Exhibits a sincere desire and compliance to all guest requests. Anticipates needs , proactively offers service/assistance, and offers personalized recommendations based on current events and offers without prompting
Proactively interact, respond to, and anticipate guest needs for service; inquiries regarding Hotel features, services, outlet hours, and room accounts through effective communication, guest assistance, direction, and information provided within company policies/guidelines in a courteous, professional manner.
Projecting a positive and upbeat tone of voice, maintaining eye contact, smile, and positive body language.
Supervises handling of all tour group luggage; accounting for luggage counts and proper tagging and recording of luggage distribution.
Will demonstrate sense of urgency when assisting guests, maintaining a calm and composed look.
Maintains inventory of all printed supplies and notifies Guest Services Manager when orders are required.
When giving directions the Bell Captain will walk guest in the direction (at least 4 steps) requested instead of point. When an escort is not possible the agent should signal the right direction by stretching their arm and opening the palm of their hand.
Bell Captains will interact with technology tools in order to give a sense of sophistication for the service deliver. Tools such as but not limited to: Cellphones, Computers, Touch Screens, Self Check in Kiosks; tablets.
Train new employees in all aspects of Bell Services, overseeing the way the staff carries out guest services, transportation of luggage, answering of phones, and provides information on staffs’ level of performance and training.
Opens hotel front doors, cab and limo doors for all entering and exiting guests with a warm greeting.
Must be able to maneuver in and around the Front Service and other Hotel, Casino, and Retail Areas providing guests with exceptional service.
Bell Captains will direct, manage traffic to maximize space on the front drive making for an enjoyable guest experience.
Assists guests in a polite, courteous manner when answering inquiries and ensures proper handling of Front Service phone calls when needed.
Bell Captains will manage and exemplify the front drive bell, door, taxi and limousine expectations at all times.