Bell Captain
Skills
About This Role
• Guest Arrival & Departure Excellence
- Oversee all guest arrival, departure, and in-house movement experiences, ensuring warmth, efficiency, and elegance.
- Ensure guests are greeted promptly and courteously, with proper recognition of VIPs, repeat guests, and special occasions.
- Coordinate luggage handling, storage, and delivery with the highest standards of care, accuracy, and discretion.
- Personally assist guests when required to ensure exceptional service and satisfaction.
• Team Leadership & Supervision
- Lead, coach, and supervise Bell Attendants, Doormen, and related staff to uphold Raffles service culture and etiquette standards.
- Conduct daily briefings to communicate arrivals, departures, VIP movements, and service priorities.
- Ensure appropriate staffing levels and duty allocations are maintained at all times.
- Provide on-the-job training, performance feedback, and support to develop team excellence.
• Operational Control & Coordination
- Coordinate closely with Front Desk, Concierge, Guest Relations, Valet, and Security teams to ensure seamless operations.
- Monitor and control luggage storage areas, logbooks, and tracking systems to prevent loss or damage.
- Ensure accurate handling of messages, deliveries, parcels, and guest requests related to Bell Services.
- Maintain cleanliness, organization, and presentation of the porte-cochere, lobby entrances, and bell desk areas.
• VIP, Events & Special Handling
- Oversee special arrangements for VIPs, groups, long-stay guests, and special events.
- Ensure timely and accurate handling of group luggage movements and rooming lists.
- Support service recovery efforts by addressing guest concerns promptly and professionally.
• Standards, Safety & Compliance
- Uphold Raffles grooming, etiquette, and communication standards at all times.
- Ensure compliance with safety, security, and luggage handling procedures.
- Maintain strict confidentiality regarding guest movements and information.
- Ensure equipment (trolleys, radios, luggage carts) is well-maintained and used correctly.
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