Bell Captain - Ka Haku, a Hilton Club

Hilton Grand Vacations•Honolulu, HI

6d•Onsite

About The Position

Our Bell Captain oversees daily bell and arrival operations, coordinating guest arrivals, departures, luggage handling, and transportation services. The Bell Captain provides hands on leadership and direction to Bell staff, ensuring efficient operations, team coordination, and consistent service standards. This role plays a key part in delivering a polished and memorable first and last impression for guests while supporting overall Front Office operations. A strong commitment to our Spirit of Service culture and Hilton Values is expected in all interactions with guests and team members.

Requirements

High School Diploma, GED, or equivalent
3+ years of related experience
Strong customer service and interpersonal skills.
Ability to interact professionally and courteously with guests and team members.
Ability to communicate clearly and provide directions or information effectively.
Ability to remain calm and professional when handling guest concerns or requests.
Ability to work in a fast paced, guest facing environment.
Ability to safely lift, carry, and transport luggage and equipment weighing a maximum of 75 lbs.
Ability to grasp, lift and/or carry, or otherwise move or push packages, bags and luggage on a hand truck/cart or other wheeled assistance weighing a maximum of 500 lbs.
Ability to maintain a professional appearance consistent with a luxury hospitality environment.

Nice To Haves

Associate’s Degree/College Diploma
5+ years of prior bell, door, or front office experience.
1+ year of previous lead or supervisory experience in hospitality.
Experience in a resort, hotel, or luxury environment.
Familiarity with transportation coordination and guest services operations.
Knowledge of local area attractions and services.
Bilingual Japanese communication skills preferred.

Responsibilities

Oversee daily bell operations, including guest arrivals, departures, luggage handling, and transportation coordination.
Provide direction, support, and guidance to Bell team members to ensure consistent service delivery and efficient workflow.
Assign tasks and coordinate team coverage based on guest activity, arrivals, and operational needs.
Monitor guest arrival areas, ensuring a welcoming, organized, and well‑maintained environment.
Greet and assist guests as needed, supporting Bell operations during peak periods and maintaining a visible service presence.
Coordinate luggage handling, storage, and delivery processes to ensure accuracy and timeliness.
Maintain logs and records related to luggage handling, transportation, and guest requests.
Support communication between Front Office, Housekeeping, and other departments to ensure smooth guest transitions.
Monitor condition and readiness of equipment and vehicles, reporting maintenance needs as appropriate.
Provide training, coaching, and feedback to Bell team members to support performance and service standards.
Respond to guest inquiries and concerns with professionalism, ensuring timely and appropriate resolution.
Promote a culture of teamwork, accountability, and guest focused service.
Embodies the Hilton Grand Vacations Values of Hospitality, Integrity, Leadership, Teamwork, Ownership, Now, Completes all required Company training/compliance courses as assigned.
Adheres to Company standards and maintains compliance with all policies and procedures.
Performs other related duties as assigned.