Bell / Valet Captain

Position Purpose & Summary

Reporting to the Front Office Manager and, the Assistant Front Office Manager the Bell Captain will supervise the valet be the first impression for all guests and members and extend a warm welcome as they assist guests with valeting vehicles, assist with luggage and touring during both arrival and departure, shuttle guests and answer general inquiries about the property.

Essential Functions:

• Trains new hires in standards and procedures of the Garden of the Gods resort
• Creates weekly schedule for valet/bell team
• Submits weekly tips for all colleagues and corrects missed punches to ensure team members are trained correctly
• Schedules vehicle maintenance as necessary to maintain all vehicles in use by bell team
• Ensures company vehicles are gassed, buffed, washed and detailed regularly to maintain standards
• Maintains company records for vehicles insurance and registration
• Mentors, guides and coaches members of valet/bell team to be successful with assistance from department leadership
• Opens front doors for all arriving and departing individuals and greets appropriately.
• Assists guests with luggage and familiarizes them with their room and the resort.
• Works as shuttle driver when scheduled or as needed.
• Provides directions to in-house guests and members.
• Delivers all messages, packages and amenities promptly and accurately.
• Maintains an orderly and clean luggage storage room, lobby and front entrance.
• Remains in the lobby, ready to assist guests and co-workers at any time with any requests or concerns they may have.
• Acquires all necessary arrival and departure information from the Front Desk.
• Safely parks guest and member cars and ensures key security standards are followed.
• Communicates arrival, departure, venue, and hotel information to guess and members.
• Knowledgeable in hotel and guest room facilities/services.
• Gives recommendations of local dining and activities as requested.
• Assists front Desk in taking reservations for hotel outlets and services.
• Review arrival report daily.
• Ensures that proper telephone manners are always maintained, treating every guest with courtesy and respect in a warm friendly manner and addressing the guest by name.
• Assists with service recovery as needed in order to ensure that guest issues are resolved before a guest leaves property.
• Maintains calm and professional disposition in challenging or fast paced environment.
• Adapts well to change.

• Deliver "I Am Proud" service standards and department-specific signature touch points.
• Establish cross-departmental channels of communication among teammates that are consistent and complete.

Additional Duties and Responsibilities:

• Greet every guest, member, and team member with "I Am Proud" standards and set a positive tone for every interaction.
• Provide extraordinary service that is "Enriching by Nature."
• Embrace, embody, demonstrate, and encourage wellness and the STRATA virtues through interactions, performance, and commitments.
• Uphold the Garden of the Gods Resort and Club's brand, culture, vision, mission, and values.
• Be empowered to make things go right if they go wrong.
• Give the guest/member a fond farewell.
• Address feedback by utilizing the LEARN Model.
• Demonstrate a professional appearance and be attentive to what matters most.
• Comply with company policies and procedures.
• Observe and adhere to safety guidelines.

Marginal Functions:

• Perform other duties as assigned.
• Interface positively with other departments, offering assistance when needed.
• Displays care in use of equipment and maintains an organized and professional work environment.

Position Requirements:

• 
  Minimum Knowledge & Skills:

Requires basic employment skills in clerical, service, or manual areas.

• Formal Education and Job-Related Experience:

This position requires a minimum formal education of a high school diploma. Some experience with valet / bell person duties would be beneficial. Supervisory experience beneficial.

• 
  License, Registration, and/or Certification Required:

Valid Drivers License required

External and Internal Personal Contact:

• 
  Communications:

• Daily – Communicate with front desk agents, concierge, valet, Sales and Catering and housekeeping regarding reservations needs
• Weekly – Communicate with Concierge, front office and Sales departments to ensure upcoming reservations needs are communicated
• Occasionally – Participate in one-on-one coaching sessions.

• 
  Teamwork and Collaboration: This position requires continuous teamwork as well as internal and cross-departmental communication.

Additional Licenses and/or Certifications Required:

Position Analysis/Specifications:

Environmental Factors:

Environmental factors may include indoor setting with overhead lighting and comfortable ventilation. Significant portions (more than 50%) of daily assignments involve application of manual skills requiring motor coordination in combination with finger dexterity, e.g., typing, handwriting, or machine operations. May occasionally be called upon to work in all areas of the property, both inside and outside, possibly in inclement weather.

The Garden of the Gods Resort and Club offers a diverse, dynamic, and thriving environment that supports career development for all our team members.