Bellcaptain - Hilton Tucson El Conquistador

Scope:
The Bell Captain oversees the assigned shift, ensuring that all Bell Staff are punctual, breaks are properly managed, and any operational issues are promptly reported to the Manager. This role also involves delivering exceptional guest service by providing transportation, assisting with baggage, and offering helpful information to enhance the overall guest experience.

Primary Responsibilities:

• Supervise and support Bell Staff during assigned shifts to ensure smooth and efficient guest service operations.

• Assist guests with luggage during check-in and check-out, providing room orientation and confirming that all room features are operational.

• Communicate the locations of hotel amenities such as vending and ice machines, and explain safety procedures.

• Promote hotel services, facilities, and outlets when appropriate to enhance guest experience and drive revenue.

• Handle guest requests promptly, including the delivery of messages, "Forget Something" items, and other service needs.

• Provide transportation for guests to and from the airport or other destinations as requested.

• Offer accurate and courteous directions and local information to guests.

• Secure and tag guest baggage as requested; ensure proper storage procedures are followed.

• Coordinate dry cleaning services, including accepting items from guests, arranging pickup, and delivering clean garments promptly.

• Respond to guest concerns or complaints in a courteous, professional manner, ensuring issues are resolved and satisfaction is achieved.

• Monitor attendance and punctuality of Bell Staff; report concerns to the Manager.

• Ensure staff adhere to scheduled break times.

• Document and report any service discrepancies or staff performance issues to the Manager or Hotel Manager.

• Provide input and written recommendations for scheduling and disciplinary actions as necessary.

• Maintain a polished, professional appearance in compliance with company grooming and dress standards.

• Adhere to all company policies, procedures, and service standards.