Bell Captain-(CamelBack Mountain Resort)

Towne Park • Tannersville, PA

2d

About The Position

The Bell Captain orchestrates the hotel guest service experience while working alongside bell staff to ensure site service standards are met or exceeded. The role assists guests with luggage, including delivery and pickup during arrivals and departures, and helps present guest rooms and deliver requested items. Under the direction of the Account Manager, the Bell Captain coordinates and administers work, troubleshoots issues, and provides 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 time is important. Non-urgent issues are reported to the Account Manager with relevant facts and a request for direction.

The position maintains a professional and welcoming manner, handles guest concerns, supports bell staff through communication and example, and helps with shift administration such as reporting, paperwork, and schedule-related communications. Work is largely outdoors and may involve extended exposure to heat or cold, physical activity, and handling luggage and other objects. Travel of up to 5% may be required.

Requirements

• High school diploma or GED.
• Valid driver’s license and a clean driving record, maintained throughout employment.
• One to three months of related experience and/or training, or an equivalent combination of education and experience.
• Ability to understand 24-hour and military time systems.
• Ability to clearly understand rates applicable to elapsed time.

Nice To Haves

• Customer service experience preferred.
• Knowledge of bell attendant responsibilities.
• Knowledge of principles and processes for providing customer and personal services.

Responsibilities

• Maintain a pleasant, friendly, and professional demeanor with guests, client staff, and coworkers; greet guests appropriately and use proper phone etiquette.
• Handle guest complaints and difficult situations calmly and accurately, including under pressure.
• Remain in appropriate areas when not assisting guests or completing other tasks; conduct room presentations and assist with room changes.
• Learn room types and deliver or pick up items from guest rooms as requested.
• Maintain detailed knowledge of the facility, including outlets, meeting rooms, amenities, area attractions, and parking rates.
• Use only approved taxi services when arranging cabs or assisting guests with off-site transportation.
• Tag luggage correctly for storage and ensure guests and luggage are transported safely to and from assigned destinations.
• Maintain cleanliness and order in the guest services area; deliver messages, items, and guest amenities as requested.
• Protect guest confidentiality in accordance with HIPAA requirements.
• Promote teamwork and lead the work group by example and through effective communication; appoint bell staff to routine roles and assign non-routine roles at the Account Manager’s direction.
• Reduce staffing during a shift at the Account Manager’s direction and using an approved method when business conditions require it.
• Complete assigned tasks in a timely manner, follow the work schedule, and cooperate with management and coworkers to maintain service.
• Assist the Account Manager with building work schedules and notify associates of schedule changes or openings on the manager’s behalf.
• Complete shift reports and other shift paperwork accurately and in detail.
• Report suggestions for improving operating procedures and efficiency to the Account Manager; communicate information effectively to the work group.
• Attend client meetings as designated by the Account Manager.

Benefits

• Eligible employees may enroll in accident insurance, critical illness insurance, hospital indemnity insurance, and telemedicine benefits.
• Eligible employees may enroll in the company’s 401(k) retirement savings plan.

What This Job Offers

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