Bell Captain

Auberge Collection • Dallas, TX

1d

About The Position

The Bell Captain oversees the daily operations of the Bell Desk and ensures exceptional guest service through efficient luggage handling, transportation coordination, and arrival and departure support. As a working shift leader, this role directs, supervises, and supports Bell Attendants while maintaining a visible presence at the bell stand. The Bell Captain ensures that guest arrivals, departures, and requests are handled promptly and professionally in line with hotel standards, and serves as a key contact for guests and team members.

The position coordinates bell staff coverage with the Front Office Manager, monitors attendance and hours, and manages lobby activity and guest flow. It also oversees luggage and package handling, supports room escorts and guest orientation, coordinates transportation, communicates requests across hotel departments, and helps prepare for notable guest arrivals, group check-ins, and special events. The role maintains the cleanliness and readiness of bell service areas and promptly reports operational, safety, or maintenance concerns.

Requirements

• Previous experience in hospitality, guest services, or bell/porter operations is required.
• Strong leadership, communication, and interpersonal skills.
• Ability to supervise and direct team members effectively in a fast-paced environment.
• Ability to follow procedures while exercising sound judgment in guest service situations.
• Professional demeanor and demonstrated commitment to service excellence and team leadership.
• Must possess and maintain a valid driver’s license with a clean driving record, subject to review in accordance with company policy and applicable insurance requirements.

Nice To Haves

• High school diploma or equivalent preferred.
• Supervisory experience preferred.
• Knowledge of hotel operations and local area information is an asset.

Responsibilities

• Maintain a constant presence at the bell stand to oversee operations, support staff, and ensure seamless guest service throughout the shift.
• Prepare and maintain the Bell Attendant schedule in coordination with the Front Office Manager, aligning coverage with forecasted occupancy, arrivals, departures, and operational needs.
• Monitor attendance and hours worked against the schedule; identify excess hours and potential overtime, and promptly communicate concerns to the Front Office Manager.
• Supervise, direct, and coordinate Bell Attendants to ensure efficient workflow, proper guest handling, and adherence to hotel service standards.
• Welcome arriving and departing guests warmly and professionally, ensuring the bell stand reflects hotel standards.
• Serve as the primary bell stand contact for operational decisions, guest escalations, and immediate service recovery needs.
• Oversee luggage assignment, tracking, storage, and delivery, ensuring guest belongings are handled accurately and securely.
• Escort guests to rooms when necessary, assist with luggage, and provide a professional orientation to hotel services and amenities.
• Coordinate and prioritize taxis, rideshares, private vehicles, airport transfers, and hotel shuttles; communicate with providers to support timely arrivals and departures.
• Monitor lobby activity and guest flow, directing staff to manage peak periods and maintain service standards.
• Liaise with the Front Desk, Concierge, Housekeeping, Engineering, Security, and Valet; ensure guest requests are communicated, tracked, and completed in a timely manner.
• Provide accurate information about hotel services, facilities, and local attractions, and assist with guest recommendations.
• Receive, log, track, and ensure secure delivery of guest packages, mail, and special items.
• Follow procedures for guest property, including luggage storage, valuables, and special requests.
• Maintain cleanliness, organization, and readiness of the bell stand, lobby entrance, and luggage storage areas.
• Report operational issues, safety hazards, and maintenance concerns promptly to the appropriate departments.
• Support notable guest arrivals, group check-ins, and special events by coordinating staffing, luggage flow, and guest movement.
• Carry out responsibilities with urgency, professionalism, and a guest-first leadership mindset.

What This Job Offers

• Job Type: Full-time
• Career Level: Mid Level
• Education Level: High school or GED