Bell & Valet Captain - Hotel Vin

Bell & Valet Captain

The Bell & Valet Captain provides hands-on leadership for all Bell and Valet operations while delivering a welcoming, efficient and personalized arrival and departure experience for Hotel Vin guests. This position leads by example through active participation in Bell and Valet services, supports daily staffing and operational needs, maintains the organization, appearance and safety of the front drive, and serves as a key point of communication between Bell and Valet associates, Front Desk and Rooms leadership.

The Bell & Valet Captain is responsible for supporting the safe and efficient handling of guest vehicles, vehicle keys, luggage and guest property while ensuring established service, safety and operational procedures are consistently followed.

Responsibilities:

• Lead daily Bell and Valet operations while maintaining Hotel Vin service standards and a professional, welcoming environment.
• Lead by example through active participation in daily operations, including greeting guests, opening vehicle doors, assisting with luggage, parking and retrieving vehicles, and supporting guest arrival and departure needs.
• Maintain an organized, safe and presentable front drive while actively managing vehicle flow, congestion and guest arrival and departure activity.
• Monitor business levels throughout the shift and appropriately deploy Bell and Valet associates based on operational needs.
• Assist Rooms leadership with associate scheduling needs, attendance, breaks, overtime control and timekeeping.
• Communicate daily occupancy, arrivals, departures, groups, VIPs, Elite guests, events, special requests and other relevant operational information to Bell and Valet associates.
• Coordinate group arrivals and departures, including luggage pulls, storage, delivery and other group transportation or arrival needs as communicated by hotel leadership.
• Ensure guest luggage is properly tagged, secured, stored and delivered according to established procedures.
• Maintain accountability for the proper handling, security and organization of guest vehicle keys, valet tickets, guest vehicles, luggage and other guest property while in the care of the hotel.
• Ensure guest vehicles are parked, retrieved and handled safely, efficiently and according to established valet procedures.
• Ensure established vehicle key-control procedures are consistently followed and immediately address or escalate any key, vehicle or ticket discrepancies.
• Monitor the valet parking operation to ensure vehicles are properly parked and organized and parking areas are utilized safely and efficiently.
• Coordinate hotel house car operations, including vehicle readiness, cleanliness, availability and communication with the Front Desk and Rooms leadership.
• Ensure Bell and Valet equipment, including bell carts, valet podium, radios, key storage areas and other operational equipment, is clean, organized, secure and ready for use.
• Maintain knowledge of hotel outlets, services, hours of operation, transportation options, local attractions and the surrounding Grapevine area in order to accurately assist guests.
• Serve as a primary point of contact for Bell and Valet guest concerns and resolve issues within established authority.
• Participate in guest recovery and immediately escalate significant guest concerns to the Director of Front Office, Rooms Operations Manager or Manager on Duty when appropriate.
• Communicate and coordinate effectively with Front Desk, Security, Engineering, Housekeeping and other hotel departments to support guest needs and overall hotel operations.
• Provide leadership, coaching and on-the-job training to Bell and Valet associates.
• Ensure new Bell and Valet associates receive appropriate operational training and understand department procedures, service expectations and safety requirements.
• Address immediate performance, service or conduct concerns when appropriate and communicate necessary follow-up to Rooms leadership.
• Recognize strong associate performance and contribute to a positive, accountable and service-focused work environment.
• Ensure Bell and Valet associates comply with hotel policies, procedures, grooming standards, safety requirements…