Bell Captain

Keswick Hall; Charlottesville (VA); On-site; USD 25,000 - 39,000; Full time

Job summary

Keswick Hall is seeking a Bell Captain to lead the bell services team and ensure a warm, polished arrival and departure experience for every guest. This role oversees luggage handling, lobby flow, guest transportation coordination, and bell stand operations with professionalism.

The ideal candidate will have a high school diploma or equivalent, hotel or guest services experience (supervisory preferred), and a proven commitment to luxury service, discretion, and guest satisfaction.

Qualifications

• High school diploma or equivalent; hospitality coursework preferred.
• Previous hotel/ resort/ bell services/ concierge or guest services experience; supervisory experience preferred.
• Strong commitment to luxury service, guest satisfaction, professionalism and discretion.
• Excellent communication, problem-solving, organization and time-management skills.
• Ability to lead by example, motivate a team and stay calm during busy periods.
• Knowledge of hotel operations, local area information, transportation and guest service standards.
• Valid driver’s license may be required depending on property responsibilities.
• Ability to work a flexible schedule including mornings, evenings, weekends, holidays and peak occupancy.

Responsibilities

• Supervise, coach and support bell attendants, door attendants and related guest services staff during assigned shifts.
• Ensure prompt, courteous greeting of guests upon arrival and departure; assist with luggage, doors, directions and special requests.
• Coordinate luggage delivery, storage, room moves, group arrivals and departures with accuracy and care.
• Maintain an organized, clean, and professional bell stand, lobby entrance, luggage storage area and guest spaces.
• Assign daily tasks, monitor service flow and adjust staffing priorities based on occupancy, arrivals and events.
• Partner with Front Desk, Concierge, Valet, Housekeeping, Security and Transportation to ensure seamless service.
• Provide accurate information about hotel amenities, local attractions and transportation options.
• Respond to guest concerns or service issues promptly and professionally, escalating as needed.
• Train new team members on service standards, safety procedures, luggage handling and property knowledge.
• Ensure compliance with hotel policies, safety guidelines and brand standards.
• Assist with reports, shift notes and guest requests; perform other duties as assigned.

Skills

Leadership

Communication

Guest service

Problem-solving

Time management

Discretion

Education

High school diploma or equivalent

Job description

History and spectacular landscapes come together, at the foot of the Blue Ridge Mountains. Celebrated landmarks, including Thomas Jefferson's Monticello and the University of Virginia, are clustered here among swathes of the East Coast's most beautiful scenery. The region is also home to over 25 wineries, breweries and cideries.

This is the setting for Keswick Hall, an impressive 80-room luxury boutique hotel nestled on 600 acres which recently re-opened in 2021 after renovations. Home to the prestigious Keswick Golf Club, Marigold Restaurant, by Jean-Georges, a new luxury spa and sports and aquatics center.

The Bell Captain is responsible for leading the bell services team and ensuring a warm, polished, and efficient arrival and departure experience for every guest. This role oversees luggage handling, lobby flow, guest transportation coordination, and bell stand operations while modeling exceptional hospitality, professionalism, and service standards.

Key Responsibilities

• Supervise, coach, and support bell attendants, door attendants, and related guest services team members during assigned shifts.
• Ensure prompt, courteous greeting of guests upon arrival and departure, including assistance with luggage, doors, directions, and special requests.
• Coordinate luggage delivery, storage, retrieval, room moves, group arrivals, and departures with accuracy and care.
• Maintain an organized, clean, and professional bell stand, lobby entrance, luggage storage area, and guest-facing workspaces.
• Assign daily tasks, monitor service flow, and adjust staffing priorities based on occupancy, arrivals, departures, VIPs, events, and group activity.
• Partner with Front Desk, Concierge, Valet, Housekeeping, Security, and Transportation teams to ensure seamless guest service.
• Provide accurate information about hotel amenities, services, local attractions, directions, transportation options, and area recommendations.
• Respond to guest concerns or service issues promptly and professionally, escalating matters when appropriate.
• Maintain control of luggage tags, package logs, equipment, radios, carts, and related guest service supplies.
• Train new team members on service standards, safety procedures, luggage handling, guest interaction, and property knowledge.
• Ensure compliance with hotel policies, safety guidelines, security procedures, and brand or property service standards.
• Assist with reports, shift notes, guest requests, and communication logs as needed.
• Perform other duties as assigned.

Qualifications

High school diploma or equivalent required; hospitality coursework or related training preferred.

Previous hotel, resort, valet, bell services, concierge, or guest services experience required; supervisory experience preferred.

Strong commitment to luxury service, guest satisfaction, professionalism, and discretion.

Excellent communication, problem-solving, organization, and time-management skills.

Ability to lead by example, motivate a team, and remain calm and effective during busy periods.

Knowledge of hotel operations, local area information, transportation services, and guest service standards.

Valid driver’s license may be required depending on property responsibilities.

Ability to work a flexible schedule, including mornings, evenings, weekends, holidays, and peak occupancy periods.

Physical Requirements

Ability to stand, walk, bend, lift, push, and pull for extended periods during a shift.

Ability to lift and transport guest luggage and operate loaded luggage carts safely.

Comfortable working indoors and outdoors in varying weather conditions as business needs require.

At this time, Keswick will not sponsor a new applicant for employment authorization for this position.