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The Bell Captain orchestrates the service experience for hotel guests while working alongside the bell staff to ensure that the site's service standards are met or exceeded. They are also responsible for assisting guests with luggage including delivery and pick up of guest luggage during guest arrival and departure. Under the direction of the Account Manager, the Bell Captain has additional duties involving coordination and administration, as well as providing troubleshooting and/or guidance when the manager is not on-site. The Bell Captain is not a manager; however they may handle critical issues and may be required to make judgment calls when expediency is priority. When issues are not urgent, they report information to the manager, provide the facts of the matter and seek instruction for how to proceed.
Job Details
Bell Captain - Gaylord Opryland Hotel and Resort
Starting Pay $18 - $19 per hour, PLUS cash tips
No bell experience needed, supervisory experience a plus
Evening and night shifts with weekend availability
Compensation: Towne Park is committed to offering competitive, fair, and commensurate compensation. Actual compensation will be based on a candidate's job-related skills, experience, education or training, and location. The hourly base pay range for this position is $18 - $19 per hour plus $6 - $9 per hour in tips.
Work Schedule: The potential work schedule for this position is weekdays, weekends, holidays, afternoon, evening and overnight shifts.
Benefits: Employees are eligible to enroll in accident insurance, critical illness insurance, hospital indemnity insurance, and telemedicine benefits. Employees are also able to enroll in the company's 401k retirement savings plan.
Eligibility requirements depend on your job classification, length of employment and number of hours worked. Benefits are subject to change and may be subject to a specific plan or program terms.
Seasonal and temporary roles are not eligible for benefits outlined above.
SUMMARY
The Bell Captain orchestrates the service experience for hotel guests while working alongside the bell staff to ensure that the site's service standards are met or exceeded. They are also responsible for assisting guests with luggage including delivery and pick up of guest luggage during guest arrival and departure. Under the direction of the Account Manager, the Bell Captain has additional duties involving coordination and administration, as well as providing troubleshooting and/or guidance when the manager is not on-site. The Bell Captain is not a manager; however they may handle critical issues and may be required to make judgment calls when expediency is priority. When issues are not urgent, they report information to the manager, provide the facts of the matter and seek instruction for how to proceed.
ESSENTIAL FUNCTIONS
Reasonable accommodations may be made to enable individuals with disabilities to perform all functions.
Descriptive Statement(s) - % of Time
Maintains a pleasant, friendly and professional demeanor with all guests, client staff members and coworkers. Acknowledges and greets guests within 5 feet while maintaining a professional and friendly demeanor. Effectively participates in "The Show Behind the Show" and delivers "Aggressive Hospitality" to guests. Addresses guests using the appropriate greeting for the site. Maintains accuracy and composure while under pressure to effectively handle guest complaints and difficult situations. Uses proper phone etiquette. - 20%
Posts up in appropriate areas when not assisting guests or completing other tasks. Conducts an effective and efficient room presentation. Assist guests with room changes. Knowledge of each room @type. Assists with the delivery and pick up of items to guest rooms. - 20%
Maintains a detailed knowledge of the client's facility, including outlets, meeting rooms, amenities, main attractions in the area, parking rates, and other pertinent information. Use only approved taxi cab service when calling cabs for guests, or otherwise assisting guest with transportation to offsite locations. Correctly tag individual bags to be stored in the guest services closet. Assure all guests and luggage are safely transported to/from assigned destinations. Continually monitor and maintain cleanliness and order of guest service area. Deliver messages, items and/or guest amenities as requested. Protect guest confidentiality in accordance with HIPPA requirements. - 20%
Promotes a teamwork philosophy through leading by example and effective communication skills. Leads the work group in delivering high levels of guest service. Appoints bellman to certain routine roles; Assigns bellman to non-ordinary roles at the direction of the Account Manager. At the direction of the Account Manager, reduces staff during the work shift if business conditions dictate, using an approved method. - 10%
Completes all tasks in a timely manner as instructed by the Account Manager. Adheres to the work schedule in completing and performing assigned tasks. Cooperates with management and coworkers to ensure that services can be maintained to meet the needs of the customer. - 15%
Assists the Account Manager as needed to build work schedules and makes calls on behalf of the manager to notify fellow associates of schedule changes or openings. Completes the shift report and other shift paperwork with detail and accuracy. Reports to the Account Manager methods for improving operating procedures and overall efficiency. Effectively communicates information to the work group. Attends Client Meetings as designated by Account Manager. - 15%
The total amount of time for all functions of the job - 100%
QUALIFICATIONS
Education:
High school diploma or general education degree (GED)
Work Experience:
One to three months related experience and/or training OR equivalent combination of education and experience
Customer service experience preferred
Knowledge:
Knowledge of bell attendant responsibilities
Knowledge of principles and processes for providing customer and personal services.
Skills:
Must be able to understand 24 hour and military time systems.
Must be able to clearly understand rates applicable to time passed.
SCOPE
Authority to Act:
Job is fairly routine. Incumbent follows established practices and procedures. Duties are performed with specific directions given and work is checked or verified on a frequent basis. Decisions are made within specific operational instructions and departmental guidelines. Errors in judgment could affect the smooth and efficient operation of the department.
Budget Responsibility:
The employee has control over resources available only.
WORKING CONDITIONS & PHYSICAL DEMANDS
The working conditions and physical demands described here are representative of those that must be met by an associate to successfully perform the essential functions of this job. Reasonable accommodations may be made to enable individuals with disabilities to perform the essential functions.
Physical Requirements
While performing the duties of this job, the employee is regularly required to talk or hear. The employee frequently is required to sit or stand for extended periods of time and may be required to run; walk; handle or feel objects, tools or controls; reach with hands and arms; climb stairs; balance; stoop, kneel, crouch or crawl. Specific vision abilities required by the job include close vision, distance vision, color vision, peripheral vision, depth perception, and the ability to adjust focus.
Lifting Requirements
Exerting up to 100 pounds of force occasionally, and/or up to 50 pounds of force frequently, and/or 10 to 20 pounds of force constantly to move objects.
Working Environment
The majority of work will be performed outdoors for extended periods of time including up to the entire duration of shift. Employees are subject to environmental conditions including extreme heat and cold weather. Protection from weather conditions may be provided, but not necessarily from temperature changes.
Travel
Travel of up to 5% may be required.
ACKNOWLEDGEMENT AND ACCEPTANCE
I understand that every effort has been made to make this job description as complete as possible. However, it in no way states or implies that these are the only duties that I will be required to perform. The omission of specific statements of duties does not exclude them from the position if the work is similar, related or is a logical assignment of the position. I accept that at any time there may be modifications or changes to the above job description.
