Luxury Bell Captain | Guest Experience Lead

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

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.