Bell Desk – Bell Captain Job Description

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Job Description, Duties, Interview Questions and Salary for Bell Captain

As a Bell Captain, you will be responsible for overseeing the Bell Desk operations in a hotel or resort. You will supervise and train Bellhops and ensure that guests receive exceptional service from the moment they arrive until they depart.

Your duties will include greeting guests, assisting with luggage, providing information about the hotel and local area, and coordinating transportation. You will also be responsible for maintaining the cleanliness and organization of the Bell Desk and storage areas, as well as managing inventory and equipment.

As a leader in the Bell Desk department, you will need to possess excellent communication and interpersonal skills, as well as the ability to work in a fast-paced environment. You should also be able to work well under pressure and be able to handle multiple tasks simultaneously.

To be successful in this role, you should have previous experience in a similar position, as well as a strong understanding of hotel operations and guest services. You should also be able to work flexible hours, including evenings, weekends, and holidays.

Overall, being a Bell Captain is a rewarding and challenging position that requires a passion for hospitality and a commitment to providing exceptional service to guests.

Primarily responsible for the supervision of all bell desk staff, activities, and upkeeping of the desk area. The bell captain is also responsible for welcoming all guests to the hotel as well as bidding them a fond farewell. He should make sure all luggage, letter, courier, and message movements are tracked and accounted for. 

Adhere to hotel operating standards at all times and also Communicate with the Front desk manager to increase the efficiency of the Bell stand / Bell Desk by preparing timely reports.

BELL CAPTAIN DUTIES AND RESPONSIBILITIES:

  • Ensure that the bell desk is crewed at all times.
  •  Keep the working area, clean and tidy always.
  •  Ensure that smooth and fast baggage handling for all arrival/departure guests.
  •  Maintain close relationships with reception/information/cashier as well as other departments.
  •  Attend all guest calls for Bell stand / Door Services related services.
  •  Delegate bell boys to pick up the baggage 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 is to be made back to the guest to verify complete satisfaction. 
  •  All guest requests are logged on to the 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 the luggage forms are filled and duly signed by the guest and also all applicable policies are explained to the guest.
  •  Guest Messages are distributed properly and accurately.
  •  Guest and other departments’ letters, and couriers are distributed properly and accurately.
  •  Ensure that all bills are paid and room keys returned before guests depart from the hotel premises.
  •  Ensure that hotel shuttle bus service and airport transfer are carried out smoothly and properly.
  •  The order required newspapers for the next day and monitored the 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 strangers found on the premises.
  •  Check the daily arrival list for VVIPs or guests with functional needs.
  •  Prepare for group movements and ensure enough staffing is in place to handle groups.
  •  Greet all guests in the lobby warmly and professionally, 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 equipment.
  •  Inform guests 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, and group and VIP arrivals. 
  •  Communicate special guest requests to the assistant. 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.
  •  Offer assistance to all guests at times. 
  •  Provide an efficient luggage storage, delivery, and collection service.
  •  Perform any other work as and when assigned by the management.

POSITION TITLE: Bell Desk Captain

REPORTS TO: Duty Manger / Guest Service Manager

PREREQUISITES:

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 areas. 

EDUCATION:

High school or equivalent education. Computer Basics and knowledge of Property Management software. 

EXPERIENCE:

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. The successful candidate is likely to have a passion for customer service.

Interview Questions For a Bell Captain position:

When interviewing candidates for a Bell Captain position, it’s important to assess their customer service skills, leadership abilities, and experience in managing bell services in a hotel. Here are some interview questions you might consider:

Customer Service and Communication:

  1. Can you describe your experience in a bell desk or similar guest services role?
    • Look for candidates with relevant experience and a customer-focused attitude.
  2. How do you ensure a positive and welcoming experience for guests when they arrive or depart from the hotel?
    • Assess their commitment to providing exceptional customer service.
  3. Can you share an example of a time when you had to handle a guest request or concern at the bell desk and how you resolved it?
    • Evaluate their problem-solving and communication skills.

Leadership and Team Management:

  1. Have you held a leadership role in the bell desk or a similar department before? If so, how did you motivate and lead your team?
    • Look for candidates with leadership experience and effective team management skills.
  2. How do you ensure efficient coordination and communication between bell desk staff and other hotel departments?
    • Assess their ability to collaborate and coordinate with different departments.
  3. Can you share an example of a challenging situation you faced as a leader in the bell desk and how you handled it?
    • Evaluate their problem-solving and decision-making abilities.

Luggage Handling and Safety:

  1. How do you ensure the safe and secure handling of guests’ luggage, including any special handling instructions?
    • Assess their attention to detail and commitment to guest satisfaction.
  2. What safety measures do you implement to ensure the well-being of guests and staff during luggage handling activities?
    • Evaluate their understanding of safety protocols in the bell desk area.

Knowledge of Local Area:

  1. How familiar are you with the local area and attractions, and how do you assist guests with information or recommendations?
    • Assess their knowledge of the hotel’s surroundings and their ability to provide helpful information to guests.

Time Management and Efficiency:

  1. How do you manage your time effectively to handle multiple guest arrivals and departures, especially during peak hours?
    • Evaluate their ability to work efficiently in a fast-paced environment.

Salary Information For a Bell Desk or Bell Captain position:

Salaries for Bell Captains or individuals in Bell Desk leadership roles can vary based on factors such as location, hotel size, and level of experience. As of January 2024, the average annual salary for Bell Captains in the United States ranged from $40,000 to $60,000 or more, depending on the specific circumstances.

However, salaries can vary, and it’s advisable to check the latest salary data from reliable sources for the most current information. Keep in mind that specific industries or regions may have different salary ranges, so research based on the relevant context.


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