Bell Captain

Auberge Collection•Dallas, TX

About The Position

The Bell Captain oversees the daily operations of the Bell Desk and ensures exceptional guest service through luggage handling, transportation coordination, and arrival and departure support. This is a working shift-leader role that provides direction, supervision, and support to Bell Attendants while maintaining a visible presence at the bell stand. The Bell Captain serves as a key point of contact for guests and team members, ensuring requests and guest movements are handled promptly, professionally, and in accordance with hotel standards.

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 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 under company policy and applicable insurance requirements.

Nice To Haves

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

Responsibilities

Maintain a constant presence at the bell stand, overseeing operations and supporting staff throughout the shift.
Prepare and maintain the Bell Attendant schedule with the Front Office Manager, aligning coverage with occupancy forecasts, arrivals, departures, and operational needs.
Monitor attendance and hours worked against the schedule, identify excess hours or potential overtime, and communicate concerns to the Front Office Manager.
Supervise, direct, and coordinate Bell Attendants to maintain efficient workflow, proper guest handling, and service standards.
Welcome arriving and departing guests in a warm, professional, and attentive manner.
Serve as the primary bell-stand contact for operational decisions, guest escalations, and immediate service recovery.
Oversee luggage assignment, tracking, storage, and delivery, ensuring guest belongings are handled accurately and securely.
Escort guests to rooms when needed, assist with luggage, and orient guests to hotel services and amenities.
Coordinate and prioritize transportation, including taxis, rideshares, private vehicles, airport transfers, and hotel shuttles.
Communicate with transportation providers to support timely arrivals and departures.
Monitor lobby activity and guest flow, directing staff to manage busy periods and maintain service standards.
Liaise with the Front Desk, Concierge, Housekeeping, Engineering, Security, and Valet.
Communicate, track, and follow through on guest requests.
Provide information about hotel services, facilities, and local attractions, and offer recommendations as needed.
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 the cleanliness, organization, and readiness of the bell stand, lobby entrance, and luggage storage areas.
Report operational issues, safety hazards, and maintenance concerns to the appropriate departments.
Support notable guest arrivals, group check-ins, and special events by coordinating staffing, luggage flow, and guest movement.
Perform responsibilities with urgency, professionalism, and a guest-first leadership mindset.