Bell Captain

Directly or indirectly supervises associates and/or supervisors. Carries out supervisory responsibilities in accordance with the organization's policies, procedures and applicable laws. Responsibilities include but are not limited to: interviewing, hiring, and training associates; planning, assigning, and directing work; appraising performance; rewarding and disciplining associates; addressing complaints and resolving problems.

Major Responsibilities

• Ensures that each Guest receives outstanding Guest Service by providing a Guest friendly environment which includes greeting and acknowledging every Guest, maintaining outstanding standards, solid product knowledge and all other components of Guest Service.
• Empowered to guarantee total guest satisfaction, display hospitality and professionalism to our guests at all times, take pride in representing AURO Hotels professionally with our guests and assuring that all transactions with guests are handled in a legal and ethical manner.
• Understands and apply all property safety and security procedures to maintain a secure and safe environment for associates and guests at all times. In the event of an accident or emergency, gets medical attention if necessary and contacts the GM or Human Resources immediately.
• Maintains a favorable working relationship with all company associates to foster and promote a positive working environment

Essential Job Functions

• Oversee the functions of the Bell Stand Department.
• Maintain effective communication within Bell Staff, and with all hotel departments. Stay aware of issues relating to bell staff and general hotel operations. Attend meetings as scheduled. Be responsive to instructions and suggestions and work to resolve problems. Adhere to arrangements made and instruction relating to special guest needs, large group arrivals, VIP and special requests, special transportation needs, etc.
• Perform bell staff duties when necessary: load and unload guest luggage and other belongings from a variety of vehicles, escort guests to and from guest rooms, transport luggage/belongings to and from guest rooms, bell closet and other hotel areas, navigate bell carts carefully through public areas, in and out of elevators and in corridors, demonstrate features of guest room and promote hotel facilities, deliver guest faxes, amenities, etc.
• Complete baggage claim tickets, read and match luggage tags to tickets, detach and give to guest their portion of claim ticket.
• Must be able to drive a manual and automatic transmission vehicle
• Follow security procedures on the handling of guest room keys and the protection of guest related information.
• Negotiate with confidence to persuasively resolve guest issues.
• Compose and express thoughts, both verbally and in writing, in a clear, professional manner to ensure effective communications.
• Manage multiple activities often in stressful situations.
• Organize oneself, one’s work, and the efforts of others and be attentive to detail.
• Possess the professional style and sufficient confidence to represent the hotel and execute the duties of the positions.
• Make effective judgments on the various components of the positions and the property and to effectively solve guest and operational problems

Other Duties and Responsibilities

• Complies with Company Standards of Service as outlined for AURO Hotels.
• Projects a favorable image of AURO Hotels to the public at all times.
• Performs all duties and responsibilities in a timely and efficient manner in accordance with established company policies and procedures to achieve the overall objectives of this position.
• Treats guests, vendors, customers and co‐workers with professionalism and respect at all times.
• Completes Departmental, AURO Hotels and Brand standards training as assigned.
• Maintains a clean and neat appearance at all times.
• Must be able to work flexible work hours/schedule including evenings, weekends and holidays.
• Nothing in this job description restricts management’s right to assign or reassign duties, work
  hours and/or responsibilities for this job at any time.