Front Office - Bell Captain

Human Resources • Napa, CA

110d • $17 - $19

About The Position

The Bell Captain oversees the daily operations of the Bell Staff, ensuring efficient service, optimal staffing, and a warm, welcoming experience for all guests. This role manages luggage assistance, valet services, guest escorts, and room deliveries, while also acting as a point of contact for guest inquiries and service recovery. The Bell Captain ensures a high level of guest satisfaction and leads the team in upholding service standards.

Requirements

• Minimum two (2) years of related hospitality experience required.
• Prior supervisory experience strongly preferred.
• Ability to train, mentor, and lead team members to deliver exceptional guest service.
• Strong interpersonal, communication, and conflict resolution skills.
• Must display a professional demeanor and maintain guest confidentiality.
• Comfortable with using phones, computers, and hotel management systems.
• Must be able to explain basic room and hotel technology to guests.
• Basic math proficiency required (addition, subtraction, multiplication, division).
• Must be fluent in English (spoken and written).
• Ability to read and interpret documents such as safety instructions and hotel manuals.
• Applies logic and common sense to address guest needs and operational challenges.
• Valid driver’s license in good standing.
• Ability to safely operate both automatic and manual transmission vehicles.
• Available to work varied shifts, including nights, weekends, and holidays, based on business needs.
• Maintains a clean, polished appearance and a positive attitude at all times.
• Completes all required training as scheduled.

Responsibilities

• Directs daily Bell Staff operations, assigns tasks, provides training, and supports performance management.
• Creates staff schedules based on guest occupancy to ensure appropriate coverage.
• Ensures staff warmly greets guests, opens doors, and assists with luggage during arrivals and departures.
• Oversees vehicle parking procedures, ensures accurate vehicle tagging, key control, and guest communication regarding parking policies.
• Manages group room drops to ensure timely delivery of amenities or messages to designated guests.
• Handles guest concerns within defined authority and escalates serious issues to management or security when appropriate.
• Notifies leadership of guest complaints involving intoxication, disruptive behavior, missing property, or unusual incidents.
• Follows and enforces all safety guidelines, reports safety hazards, and uses Personal Protective Equipment (PPE) when required.
• Consistently reports to work as scheduled and maintains reliable attendance.
• Directs vehicle flow on the property and ensures proper use of taxi, bus, limousine, and guest parking areas.
• Escorts guests to rooms, explains hotel and room features, and provides directions or recommendations for local attractions.
• Delivers room service, messages, amenities, laundry, and valet items; handles basic guest errands as needed.
• May drive guests using hotel-provided vehicles around the premises or to nearby destinations.
• Monitors parking lots for cleanliness, safety issues, or unauthorized activity; reports concerns to management.
• Posts group-related charges per procedure to ensure accurate billing.
• Reports unsafe conditions, accidents, or equipment issues promptly to the appropriate department.

Benefits

• Hourly Rate - $17.50 - $19.50

What This Job Offers

• Career Level: Entry Level
• Number of Employees: 1,001-5,000 employees