Front Office - Bell Captain

The Meritage Resort & Spa, 875 Bordeaux Way, Napa, California, United States of America

Posted Monday, September 8, 2025 at 7:00 AM

Department: Front Office
Reports To: Front Office Manager

Hourly Rate - $17.50 - $19.50

The Bell Captain oversees the daily operations of the Bell Staff, ensuring efficient service, optimal staffing, and a warm, welcoming experience for all guests. This role manages luggage assistance, valet services, guest escorts, and room deliveries, while also acting as a point of contact for guest inquiries and service recovery. The Bell Captain ensures a high level of guest satisfaction and leads the team in upholding service standards.

Team Leadership & Scheduling
Directs daily Bell Staff operations, assigns tasks, provides training, and supports performance management. Creates staff schedules based on guest occupancy to ensure appropriate coverage.

Guest Arrival & Departure Assistance
Ensures staff warmly greets guests, opens doors, and assists with luggage during arrivals and departures.

Valet Operations
Oversees vehicle parking procedures, ensures accurate vehicle tagging, key control, and guest communication regarding parking policies.

Group Coordination
Manages group room drops to ensure timely delivery of amenities or messages to designated guests.

Guest Complaint Resolution
Handles guest concerns within defined authority. Escalates serious issues to management or security when appropriate.

Incident Reporting
Notifies leadership of guest complaints involving intoxication, disruptive behavior, missing property, or unusual incidents.

Safety & Compliance
Follows and enforces all safety guidelines. Reports safety hazards and uses Personal Protective Equipment (PPE) when required. Maintains compliance with HAZMAT and MSDS regulations.

Attendance
Consistently reports to work as scheduled and maintains reliable attendance.

Traffic & Access Control
Directs vehicle flow on the property and ensures proper use of taxi, bus, limousine, and guest parking areas.

Guest Escort & Orientation
Escorts guests to rooms, explains hotel and room features, and provides directions or recommendations for local attractions.

Errands & Deliveries
Delivers room service, messages, amenities, laundry, and valet items; handles basic guest errands as needed.

Transportation Services
May drive guests using hotel-provided vehicles (e.g., van, golf cart) around the premises or to nearby destinations.

Parking Area Oversight
Monitors parking lots for cleanliness, safety issues, or unauthorized activity; reports concerns to management.

Group Charges
Posts group-related charges per procedure to ensure accurate billing.

Maintenance & Safety Alerts
Reports unsafe conditions, accidents, or equipment issues promptly to the appropriate department.

Experience

Minimum two (2) years of related hospitality experience required.

Prior supervisory experience strongly preferred.

Leadership Skills

Ability to train, mentor, and lead team members to deliver exceptional guest service.

Guest Service & Communication

Strong interpersonal, communication, and conflict resolution skills.

Must display a professional demeanor and maintain guest confidentiality.

Technical & Operational Knowledge

Comfortable with using phones, computers, and hotel management systems.

Must be able to explain basic room and hotel technology to guests.

Mathematical Skills

Basic math proficiency required (addition, subtraction, multiplication, division).

Language Skills

Must be fluent in English (spoken and written).

Ability to read and interpret documents such as safety instructions and hotel manuals.

Problem-Solving

Applies logic and common sense to address guest needs and operational challenges.

Driving Requirements

Ability to safely operate both automatic and manual transmission vehicles.

Schedule Flexibility

Available to work varied shifts, including nights, weekends, and holidays, based on business needs.

Appearance & Professionalism

Maintains a clean, polished appearance and a positive attitude at all times.

Training Compliance

Completes all required training as scheduled.

Physical Demands

Regular standing and walking, including brisk movement while parking vehicles.

Frequent lifting, pushing, and pulling of luggage up to 50 lbs.

Occasional bending, kneeling, and crouching.

Frequent use of hands and arms to carry, load/unload luggage and operate equipment.

Must have sufficient hearing and vision to drive, interact with guests, and operate equipment safely.

Frequently works outdoors, exposed to weather conditions including rain, wind, and temperature extremes.

Occasionally works indoors in quieter environments.

Occasional exposure to fumes, odors, dusts, and moving vehicles.

The Meritage Resort & Spa, 875 Bordeaux Way, Napa, California, United States of America