Guest Arrival & Bell Services Lead

Sandy Lane Hotel; Louisiana (MO); On-site; USD 55,000 - 75,000; Full time

Job summary

Sandy Lane Hotel seeks an organized Bell Captain to lead Bell and Door Champions, manage arrivals and departures, and ensure exceptional guest service during the stay. The role emphasizes coaching, communication, and adherence to service standards across Front of House operations.

The ideal candidate will have at least three years of leadership experience, strong communication and computer skills, and a customer-centric, calm, and team-oriented approach.

Qualifications

• At least three years’ experience leading and supervising others.
• Excellent communication and listening skills, as well as very good computer skills.
• Caring, empathetic, outgoing and warm personality.
• Honest, reliable, and trustworthy with a high degree of integrity.
• Excellent customer service skills.
• Enjoy working with and interacting with people.
• Must be a team player who cooperates and works well with others.
• Must be calm under pressure.

Responsibilities

• Extends a welcoming greeting upon arrival to the resort, ensuring that the highest level of service is provided by the Bell and Door Champions, thereby maximizing guest satisfaction.
• Effectively monitors and reviews all department standards, as detailed in the departmental Game Plans, ensuring consistent compliance and operational efficiency.
• Ensures that an effective structure of communication is maintained at all times, ensuring that all Champions are fully informed of relevant information pertaining to their role, daily operations, arrivals, guest requirements, and the hotel in general.
• Conducts daily briefings with the Bell and Door Champions, communicating arrivals, departures, special requests, events, and other relevant operational information.
• Ensures that all guest comments, including complaints, are dealt with in an effective and timely manner, taking ownership where appropriate and escalating matters to the relevant manager when necessary, in order to facilitate good guest relations and optimize guest satisfaction.
• Lead by example: support the team during guests arrivals and departures, ensuring personalized, efficient, and professional service delivery to our guests at all times.
• Ensures that lobby coverage is maintained at all times and that all guest requests and relevant traces in OPERA PMS are monitored and actioned promptly.
• Coordinates closely with Front Office, Concierge, Housekeeping, Transportation, and other relevant departments to ensure seamless guest arrivals, departures, luggage movements, and special requests.
• Reviews daily arrivals and departures and ensures that new and repeat guests, special occasions, and other priority guests are appropriately identified and prepared for.
• Leads, develops, and empowers all Champions to identify opportunities and make recommendations for improving operational efficiency, service standards, and the overall guest experience.
• Monitors the performance, presentation providing coaching and immediate feedback where required.
• Ensures that all team members are familiar with and consistently follow the resort’s service standards, safety procedures, grooming standards, and operational SOPs.

Skills

Leadership experience

Communication skills

Computer skills

Customer service

Team player

Calm under pressure

Tools

OPERA PMS

Job description

Sandy Lane Hotel seeks an organized Bell Captain to lead Bell and Door Champions, manage arrivals and departures, and ensure exceptional guest service during the stay. The role emphasizes coaching, communication, and adherence to service standards across Front of House operations.

The ideal candidate will have at least three years of leadership experience, strong communication and computer skills, and a customer-centric, calm, and team-oriented approach.