Bell/Valet Lead

The Colony Hotel•Palm Beach, FL

22h•Onsite

About The Position

The Lead Bellman is responsible for overseeing the bell service operations, ensuring that guests are greeted warmly, their luggage is handled efficiently, and they receive exceptional customer service throughout their stay. As the main point of contact for the bell team, the Lead Bellman ensures smooth operations, coordinates with other departments, and maintains the highest level of guest satisfaction. This role involves providing management and related services for The Colony Palm Beach, The Hedges Inn, and any future projects of the Wetenhall family. Responsibilities may extend beyond the written job description.

Requirements

Previous experience in a bellman or guest services role, with leadership or supervisory experience preferred.
Strong communication and interpersonal skills to interact with guests and team members effectively.
Ability to work in a fast-paced environment and handle multiple tasks simultaneously.
Physical ability to lift and move luggage, standing and walking for extended periods.
Excellent customer service skills, with the ability to handle guest inquiries and complaints professionally and efficiently.
Knowledge of local attractions, services, and transportation options is an advantage.
Flexibility to work weekends, holidays, and shift work as required.
Leadership and Teamwork
Attention to Detail
Problem Solving
Guest Focused
Adaptability

Responsibilities

Greet all arriving guests, assist with luggage, and provide a friendly, informative welcome.
Escort guests to their rooms, explain room features, and offer any necessary information about the hotel and its amenities.
Lead and supervise the bell staff, ensuring they adhere to service standards.
Provide training and support to team members to enhance their performance.
Collaborate with the Front Office, Concierge, Valet, and housekeeping departments to ensure seamless guest experiences, particularly during check-ins, check-outs, and group arrivals.
Ensure the safe and timely delivery of luggage to and from guest rooms.
Manage storage and retrieval of luggage, parcels, and other guest items.
Address and resolve guest complaints or issues related to bell services and transportation.
Escalate unresolved issues to management as necessary.
Maintain accurate logs of luggage storage, deliveries, and any damages or lost items.
Ensure all bell staff follow safety procedures when handling luggage and equipment.
Report any safety concerns or security issues to management.
Act as the primary liaison between guests and the bell staff, ensuring clear communication of guest requests, special instructions, or room moves.
Onboard and train new bell staff, providing guidance on hotel policies, service standards, and proper luggage handling techniques.