JOB SUMMARY
The Bell Captain at our property is integral in orchestrating seamless guest arrivals and departures. Main responsibilities include supervising bell staff, coordinating luggage services, and ensuring a warm welcome for guests. The Bell Captain also plays a key role in providing information about hotel facilities and local attractions. Exceptional leadership, communication skills, and a keen attention to guest needs contribute significantly to the hotel's commitment to delivering a refined and welcoming experience.
CORE WORK ACTIVITIES
Safety and Security

• Follow company and department safety and security policies and procedures to ensure a clean, safe, and secure environment.
• Use proper equipment, wear appropriate personal protective clothing (PPE), and employ correct lifting procedures, as necessary, to avoid injury.
• Maintain awareness of suspicious persons on property premises.
• Report work related accidents, or other injuries immediately upon occurrence to manager/supervisor.

Policies and Procedures

• Protect the privacy and security of guests and coworkers.
• Maintain confidentiality of proprietary materials and information. Ensure uniform, nametags, and personal appearance are clean, hygienic, professional and in compliance with company policies and procedures. Follow company and department policies and procedures.
• Protect company tools, equipment, machines, or other assets in accordance with company policies and procedures.
• Perform other reasonable job duties as requested by Managers.

Guest Relations

• Address guests' service needs in a professional, positive, and timely manner.
• Assist other Talent to ensure proper coverage and prompt guest service.
• Anticipate guests' service needs, including asking questions of guests to better understand their needs and watching/listening to guest preferences and acting on them whenever possible.
• Engage guests in conversation regarding their stay, property services, and area attractions/offerings.
• Actively listen and respond positively to guest questions, concerns, and requests using brand or property specific process (e.g., LEARN, PLEASED, Guest Response, LEAP) to resolve issues, delight, and build trust.
• Thank guests with genuine appreciation and provide a fond farewell.
• Welcome and acknowledge each and every guest with a smile, eye contact, and a friendly verbal greeting, using the guest's name when possible.
• Handle Valet Parking

Communication

• Talk with and listen to other talents to effectively exchange information.
• Provide assistance to coworkers, ensuring they understand their tasks.
• Speak to guests and co-workers using clear, appropriate and professional language.
• Discuss work topics, activities, or problems with coworkers, supervisors, or managers discreetly and quietly, avoiding public areas of the property.

Assists Management

• Serve as a departmental role model or mentor by working alongside talents to perform technical or functional job duties.
• Encourage and motivate talents to perform their best, take responsibility for tasks and assignments, make decisions and provide input on possible improvements.

Working with Others

• Develop and maintain positive and productive working relationships with other employees and departments.
• Partner with and assist others to promote an environment of teamwork and achieve common goals.
• Support all co-workers and treat them with dignity and respect.
• Handle sensitive issues with employees and/or guests with tact, respect, diplomacy, and confidentiality.
• Actively listen to and consider the concerns of other employees, responding appropriately and effectively.

Quality Assurance/Quality Improvement

• Comply with quality assurance expectations and standards.

Physical Tasks

• Read and visually verify information in a variety of formats (e.g., small print).
• Move at a speed required to respond to work situations (e.g., run, walk, jog).
• Stand, sit, or walk for an extended period of time or for an entire work shift.
• Move, lift, carry, push, pull, and place objects weighing less than or equal to 50 pounds without assistance and objects weighing in excess of 75 pounds with assistance.
• Grasp, turn, and manipulate objects of varying size and weight, requiring fine motor skills and hand-eye coordination.
• Move over sloping, uneven, or slippery surfaces.
• Move up and down stairs and/or service ramps.
• Reach overhead and below the knees, including bending, twisting, pulling, and stooping.

Greet/Escort Guests

• Supply guests/residents with directions and information regarding property amenities, services, and hours of operation, and local areas of interest and activities.
• Open doors and assist guests/residents/visitors entering and leaving property.
• Coordinating group luggage requirements (e.g., luggage pull, storage, drops).

CANDIDATE PROFILE

• High school diploma/G.E.D. equivalent
• At least 1 year of related work experience
• Have a driver license
• Speaks and writes in English

W Hotels’ mission is to Ignite Curiosity, Expand Worlds. We are a place to experience life. We’re here to open doors and open minds. We are constantly inspired by new faces and new experiences. A tuned-in, up-for-anything spirit is at our core and has made us renowned for reinventing the norms of luxury around the globe. Whatever/Whenever is our culture and service philosophy that brings our guests’ passions to life. If you are original, innovative, and always looking towards the future of what’s possible, welcome to W Hotels. In joining W Hotels, you join a portfolio of brands with Marriott International. Be where you can do your best work, begin your purpose, belong to an amazing global team, and become the best version of you.