Bell Service Manager

1 week ago


San Diego, California, United States Town & Country Resort Full time
Job Summary:

As a Bell Captain at Town & Country Resort, you will be responsible for supervising, training, and evaluating Bell Persons, Door Persons, and Drivers to ensure exceptional service to our guests. You will perform daily responsibilities of these positions and assist where necessary to maintain a high level of service.

Key Responsibilities:

• Supervise and train Bell Persons, Door Persons, and Drivers to ensure they meet hotel standards.
• Perform daily responsibilities of these positions and assist where necessary.
• Maintain complete knowledge of hotel services, features, and amenities to respond to guest inquiries accurately.
• Resolve guest complaints and ensure guest satisfaction.
• Monitor and maintain cleanliness, sanitation, and organization of assigned work areas.
• Evaluate staffing requirements and prepare work schedules weekly, adhering to budget goals.
• Ensure the Bell Desk is attended at all times and that all posting positions are maintained.
• Document any late or absent employees and schedule staff breaks.
• Communicate anticipated business demands daily with each employee.
• Ensure staff's knowledge of hotel services, features, and amenities.
• Assign specific tasks as they arise to the staff according to the rotation sequence.
• Answer Bell Desk telephone within 3 rings, using correct greeting and telephone etiquette.
• Document guest calls/requests for Bell Person assistance.
• Maintain security and accurate record of all guest room keys issued to Bell/Door Staff.
• Monitor and ensure that Bell/Door Staff perform their job functions to the hotel's expected level of service.
• Assist Bell/Door Staff whenever necessary in performing all job functions.

Requirements:

• Perform job functions with attention to detail, speed, and accuracy.
• Prioritize and organize tasks efficiently.
• Be a clear thinker, remain calm, and resolve problems using good judgment.
• Follow directions thoroughly and maintain confidentiality of guest information and pertinent hotel data.
• Ascertain departmental training needs and provide such training.
• Direct performance of staff and follow up with corrections when needed.
• Valid (state) drivers license and good driving record.
• Prior experience as Bell Person and thorough knowledge of hotel services and amenities.
• Fluency in English both verbal and non-verbal and ability to compute basic arithmetic.
• Provide legible communication and directions and able to lift up to 50 lbs repeatedly.
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