RWAML - Bell Captain

Overview/Basic Function:
The Bell Captain is responsible for the day-to-day leadership and smooth operation of the Bell and Door teams at Rosewood AMAALA. Acting as a key ambassador at the resort entrance and lobby, the Bell Captain ensures that all guest arrivals, departures, luggage handling, escorts, and door/traffic operations are handled with efficiency, safety and genuine hospitality, in full alignment with Rosewood's A Sense of Place philosophy, Relationship Hospitality and Rosewood, Forbes and LQA standards.

This role supervises Bell Attendants and Doormen, plans their assignments, coordinates closely with Front Desk, Guest Relations, Concierge, Airport Representatives, and Transportation, and ensures that all entrance and luggage services contribute to a seamless ultra-luxury guest journey.

Essential Duties

• Oversee all door operations, ensuring guests are greeted warmly on arrival and fare welled graciously on departure.
• Ensure Doormen manage entrance flow safely and efficiently (drop-off and pick-up) while maintaining a calm, elegant environment.
• Monitor the cleanliness and appearance of the entrance, driveway, and lobby exterior, ensuring they are always immaculate and aligned with Rosewood AMAALA's image.
• Ensure all Doormen maintain impeccable grooming, posture, and presence, and offer assistance proactively (opening doors, shading from sun, supporting families, etc.).
• Oversee all luggage-handling activities: tagging, loading, unloading, storage, and delivery to/from guest rooms, always ensuring accuracy and safety.
• Implement and monitor strict baggage control procedures to prevent loss, mix-ups, or damage; maintain clear luggage storage records and tagging systems.
• Ensure Bell Attendants provide professional escorts to guestrooms, including driving buggy, resort orientation, explanation of key features, and coordination with Butler, Front Desk/Guest Relations when needed.
• Supervise group arrival and departure logistics, including luggage pulls, group luggage rooms, and coordination with Tour Leaders or Group Coordinators.
• Monitor and assist with internal deliveries (parcels, amenities, guest items, messages) while ensuring discretion and timely handling.
• Coordinate closely with Butler, Front Desk, Guest Relations, Concierge, Airport Representatives, and Transportation to align on arrival/departure times, VIPs, and special requirements.
• Review daily arrival and departure reports (including VIP and group lists) and plan bell and door coverage and luggage logistics accordingly.
• Maintain continuous communication via channels (radios/phones/Unifocus) to update on guest movements, early/late arrivals, and operational changes.
• Communicate clearly any issues, incidents, or service gaps to the Chief Concierge / Duty Manager, and document them for follow-up.
• Enforce safe lifting and handling procedures for all luggage to protect both guests' belongings and colleagues' health.
• Ensure all Bell and Door colleagues are fully aware of emergency procedures at the entrance and lobby (fire, medical, security incidents) and their roles in each scenario.
• Monitor people and vehicle flow to ensure guest safety and mitigate security risks at the driveway and main entrance.
• Ensure lost-and-found items handled by Bell/Door teams follow strict documentation and handover procedures in line with hotel policy.

Responsibilities:

• Checks Pass On, the Daily Calling at the beginning of the duty
• Hands-over the shift properly.
• Addresses the guests by name, not Room Number
• Maintain complete knowledge of and comply with all departmental policies, service procedures and standards.
• Maintain complete knowledge of correct maintenance and use of equipment. Use equipment only as intended
• Always maintain positive guest relations.
• Monitor and maintain cleanliness, sanitation and organization of assigned work areas.
• Maintain complete knowledge of:
  • a. All hotel features/services, hours of operation.
  • b. All hotel restaurant food concepts, menu price range, dress code and ambiance.
  • c. All hotel room types, numbers/names, layout, appointments, amenities and locations.
  • d. Special packages and promotions.
  • e. Daily house count and expected arrivals/departures (particularly VIPs).
  • f. Scheduled daily group activities, names and location of meeting/banquet rooms.
  • g. Local events, attractions, holiday schedules.
• Meet with Supervisor/departing Bell team to review business status and follow up actions.
• Set up workstation with necessary supplies; maintain cleanliness throughout shift.
• Review designated in-house guest list and be familiar with guests' names and room locations.
• Accommodate all guest requests expediently and courteously.
• Coordinate guest requests with designated vendors which may include:
• Assist guests in locating and retrieving lost luggage.
• Evaluate the staffing requirements and prepare work schedules weekly, adhering to budget goals.
• Evaluate the staffing requirements and prepare work schedules weekly, adhering to budget goals.
• Ensure that sufficient staffing is present to meet…