Bell Captain

Job Summary

The Bell Captain is responsible for supervising the Bell Services team (Bellmen) and ensuring all guest arrivals, departures, luggage handling, and transportation requests are handled promptly, courteously, and efficiently. This role is a key driver of the guest arrival and departure experience.

Key Responsibilities

Supervision and Team Management

• Team Leadership: Supervise the daily activities of the Bell Services team, including Bellmen and Doormen.
• Scheduling & Deployment: Ensure adequate staffing and efficient deployment of the Bell Services team at the main entrance, lobby, and luggage storage areas.
• Training: Provide on-the-job coaching and training to all team members on standards of service, grooming, luggage handling procedures, and safety.
• Attendance: Ensure all team members adhere to company policies, including punctuality, grooming, and uniform standards.

Luggage and Guest Services

• Arrivals/Departures: Oversee the prompt and careful handling, delivery, and collection of guest luggage, ensuring all items are correctly tagged and accounted for.
• Storage: Manage the luggage room and ensure proper security, organization, and accurate logging of all stored items (short-term and long-term).
• Transportation: Coordinate guest transportation requests, including e-hailing, buggy, and shuttle services, maintaining accurate records of requests.
• Deliveries: Coordinate and supervise the delivery of packages, messages, and faxes to guest rooms and internal departments.

Lobby and Concierge Support

• Lobby Presence: Maintain a professional and welcoming presence in the hotel lobby and entrance area.
• Information: Be fully knowledgeable about the resort's facilities, services, and local area attractions to assist guests with inquiries.
• Inter-Departmental Coordination: Communicate effectively with the Front Desk, Concierge, Housekeeping, and Security teams to ensure seamless service delivery during check-in/out procedures.

Safety and Reporting

• Security: Ensure all luggage handling and transportation procedures comply with the resort's safety and security policies.
• Equipment: Monitor the condition and cleanliness of all Bell Services equipment (trolleys, radios, vehicles) and report any maintenance needs.
• Reporting: Maintain accurate logbooks for luggage movements, service requests, and special events.

Reporting Structure

• Reports to: Duty Manager / Assistant Front Office Manager (AFOM) / Front Office Manager (FOM)
• Supervises: Bellmen

Job Types: Full-time, Permanent

Pay: RM2, RM3,000.00 per month

Benefits:

• Free parking
• Maternity leave
• Meal provided
• Opportunities for promotion
• Professional development

Work Location: In person