This role requires a top notch BC who can delegate, manage, and build relationships to facilitate the needs of our Bell Captain Front Office. At The Trinity Resort, we are a Vacation Destination Company within the Hospitality Resort Industry. A stellar opportunity!
Primarily responsible for the Supervision of all Bell Desk Staffs, activities and also up keeping of desk area. The Bell Captain is also responsible for welcoming all guests to the hotel as well as bidding them with a found farewell. He should make sure all luggage, letter, courier and message movements are tracked and accounted. Previous experience in hospitality would be preferred and Commitment to delivering a high level of customer service. Be a good team player and Flexibility to work a variety of early and late shifts. Able to stand for long hours and Transport guest luggage to and from guest rooms and/or designated Bell area.
Adhere to hotels and operating standards at all times and also Communicate with Front Desk / Office Manager and to increase the efficiency of Bell Stand / Bell Desk by preparing timely reports. Reporting to Front Office Manager, GM, Hotel Manager or EAM (Executive Assistant Manager) Rooms, ensuring guests have a smooth enjoyable and memorable stay at The Trinity Resort.
Bell Captain duties and responsibilities includes, but not limited to, providing administrative assistant support to ensure efficient operation of the Front Office. Supports managers and employees through a variety of tasks related to organization and communication. Assistant Front Office Manager is responsible for confidential and time sensitive material. Familiar with a variety of the field’s concepts, practices, and procedures.
Ability to effectively communicate via phone, email and in-person, ensuring that all Bell Captain Front Office duties are completed accurately and delivered with high quality and in a timely manner. May direct and lead the work of others. Rely on experience and judgment to plan and accomplish goals and a wide degree of creativity and latitude is expected. Typically reports to the GM, Front Office Manager and heads of a unit/department.
Fast Ramp delivers top tier Bell Captain, Front Office Services for leading Resort, The Trinity Resort. Many People/Women of God are about to “Mother a Movement” – Guided by Spiritual Strength.
Duties & Responsibilities
- Ensure that Bell Desk is manned at all times;
- Keep working area, clean and tidy always;
- Ensure that smooth and fast baggage handling for all arrival / departure guests;
- Maintain close relationship with reception / information / cashier as well as other
departments;
- Attend to all guest calls for Bell Stand / Door Services related services;
- Delegate Bell Boys to pick up the baggages from guest rooms;
- Errand cards are filled in for all baggage movements (Check-in, Check-out, Left
luggage etc.);
- For any guest requests follow up call to be made back to the guest to verify complete
satisfaction;
- All guest request are logged on to guest request tracker;
- Check the inventory of items on loan, and all items are collected at the time of on or
before check-out;
- All baggage movements are tagged and recorded;
- Update luggage movement register and sign off daily;
- Ensure left luggage forms are filled and duly signed by guest and also all applicable
policies are explained to the guest;
- Guest Messages are distributed properly and accurately;
- Guest and other departments letters, couriers are distributed properly and
accurately;
- Ensure that all bills are paid and room keys returned before guest depart from the
hotel premises;
- Ensure that hotel shuttle bus service and airport transfer are carried out smoothly
and properly;
- Order required newspaper for next day and monitor delivery of newspapers to each
occupied guest room;
- Help observe safety and security rules at all times;
- Alert the management of any unattended packages and stranger found in the
premises;
- Checks the daily arrival list for VVIP’s or guests with special need;
- Prepare for group movements and ensure enough staffing is in place to handle
groups;
- Greet all guests in the lobby in a warm and professional manner, make them feel
welcome and anticipate their needs before they arise;
- Recognize all returning and VIP guests, and welcome them back;
- Helping guest service team in escorting guests to and from their accommodations
and also orienting them with the property features, facilities and in room equipments;
- Inform guest about all hotel and guest room features, hotel facilities and emergency
procedures;
- Assist guests with their luggage and try to acknowledge them by name;
- Make deliveries to guest rooms as instructed;
- Store and retrieve luggage and other objects for guests;
- Be aware of daily hotel activities, group and VIP arrivals;
- Communicate special guest requests to the Asst. Front Office Manager / Manager
on Duty;
- Ensure the lobby, bell closet and work areas as well as departmental equipment are
clean and presentable at all times;
- Assist the security team in scanning all guest luggage’s;
- Offer assistance to all guests at times;
- Provide an efficient luggage storage, delivery and collection service;
- Perform any other works as and when assigned by the management.
- Customer Satisfaction (Guest Feedback, Social Media Review);
- Showing Initiative, Problem Solving, Staff Training, Team Leading;
- Manages and motivates the Bell Front Office Team in order to provide a high
standard of service for customers;
- Welcomes guests and fosters customer loyalty through his/her friendly manner;
- Develops high quality relationships with guests throughout their stay;
- Handles any guest complaints or contentious issues that cannot be settled directly
by team members and provides a fast solution;
- Oversee and supervises guest arrivals and departures with the front office executive
and duty managers;
- Provide high level of customer service and maintain a high profile in the day to day
Bell Front Office operations;
- Ensure that personalized service is offered to each and every guest;
- Monitor all executive floor to ensure maximum guest satisfaction through personal
recognition and prompt cordial attention from arrival through departure;
- Review arrival list for all arrivals and VIPs to check room allocations, amenities and
special requests;
- Involved in recruitment of new team members for Bell Front Office;
- Ensures that all Bell Front Desk employees are well presented (uniforms, personal
hygiene etc), and also punctual;
- Ensures that the workplace remains clean and tidy;
- Ensure team members have current knowledge of hotel products, services, facilities,
events, pricing and policies and knowledge of the local area and events;
- Have a good knowledge of all systems and standard operating procedures of Bell
Front office;
- Ensures that guest documentation and information is available and up-to-date; and,
- Proficient in MS Office Suite and inhouse CRO, POS, PMS, CRM Systems and
Communication Platform Zoom, Google Meet, WebEx, Skype, MS Team, etc.
We’re committed to helping employees explore their potential, which includes but not limited to the growth, innovation and on-going development of The Trinity Resort. We offer a team atmosphere, great work environment and negotiable benefits, bonuses and perks, inclusive in salaried packages.
Education
- High school or equivalent education;
- Minimum 2 to 3 years work experience as Bell Captain or Team Leader – Front Office
/ Guest Relations in a hotel;
- Degree or Diploma in Hospitality Management would be an asset but not mandatory;
- Computer Knowledge;
- MS Office programs experience; and,
- Knowledge of Property Management Systems and procedures.
Primary Criteria
- Previous experience working within a hotel environment in the star / luxury market
is essential Skills and Knowledge;
- Strong Communication skills (verbal, listening, writing);
- Innovative, Pro-active and reliable;
- Passion for customer service;
- Excellent time management skills and ability to multi-task and prioritize work;
- Attention to detail and problem solving skills;
- Excellent written and verbal communication skills;
- Strong organizational and planning skills;
- Proficient in MS Office, Zoom, WebEx, MS Teams, Google Meets, and other various
Communications Platform along with POS, CRM, CRO, PMS;
- Proficiency in Microsoft Office Skills, Analytics;
- Verbal Communication, Patience, Resourcefullness, Emotional Intelligence;
- Telephone Skills, Teamwork, Multitaks, Discretion and Judgment; and,
- Anticipates Needs, Flexibility and Empathy of the Guests.
The Trinity Resort is an Equal Employment Opportunity (EEO), committed to creating a diverse environment, standing on the promise to be an equal opportunity employer who prohibits discrimination. All qualified applicants will be considered for employment without regard to age, ancestry, race, color, citizenship, ethnic origin, place of origin, creed, disability, family, religion, sex, sexual orientation, gender identity, national origin, marital status, veteran, disability status, or other characteristics protected by Law. This policy applies to hiring, promotion, discharge, pay, fringe benefits, job training, classification, referral and other aspects of employment and also states that retaliation against a person who files a charge of discrimination, participates in a discrimination proceeding, or otherwise opposes an unlawful employment practice will not be tolerated. All information will be kept confidential according to EEO’s guidelines.
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