Bell Services Manager-Bell Servces-Exempt

Pinehurst Careers•Pinehurst, NC

23h•Onsite

About The Position

The primary purpose of this role is to manage and direct the daily operations of the Bell Staff, overseeing all lobby and driveway activities, luggage services, and guest arrival and departure experiences to ensure exceptional luxury standards. All responsibilities are carried out in alignment with the guidance and objectives established by the Director of Front Office and the policies and service culture of Pinehurst Resort.

Requirements

High school diploma required
Minimum of 5 years of experience in Bell Services, including at least 2 years in a leadership role in a large upscale or luxury resort.

Nice To Haves

Golf and FORBES knowledge is a plus.

Responsibilities

Oversee daily Bell Services operations in partnership with Bell Captains, ensuring full compliance with hotel standards.
Collaborate closely with the Front Office Managers to ensure departmental alignment, consistent communication, and seamless operational execution. Participate in daily stand-up meetings and operational briefings.
Recruit, hire, schedule, train, coach, and mentor bell staff, including Captains, Bell Attendants, and Doormen. Conduct performance evaluations and address performance, attendance, or conduct opportunities.
Mentor bell staff to maintain high morale and professional development, while reinforcing service excellence and ensuring full compliance with departmental procedures and company policies.
Supervise all guest interactions, from warm welcomes and luggage assistance to check-in and check-out, ensuring an exceptional and seamless guest experience.
Maintain comprehensive knowledge of resort amenities, golf operations, dining outlets, spa services, events, local attractions, and transportation options to effectively assist guests.
Personally engage with VIPs, repeat guests, and group leaders to ensure exceptional service.
Coordinate logistics of parking lots, signage and valet flow during events and group arrivals/departures. Participate in meetings with the Event Services and Sales prior to large events or group arrivals.
Oversee proper handling and transport of golf bags to and from courses and guest rooms.
Resolve guest concerns promptly and professionally.
Monitor and maintain the cleanliness and overall condition of department vehicles, including courtesy vehicles, golf carts, and vans, as well as all related equipment.
Communicate closely with the Transportation department to coordinate the timely pickup of guests and golf bags.
Assist with payroll and labor management. Monitor productivity levels and staffing based on occupancy and event volume.
Track guest satisfaction scores and implement service improvements.
Manage supplies, uniforms, and equipment inventory.