Luxury Bell Captain: Guest Experience Leader

Keswick-Hall-and-Club-; Charlottesville (VA); On-site; USD 40,000 - 60,000; Full time

Job summary

Keswick Hall & Club in Charlottesville, VA seeks a Bell Captain to lead bell services, manage luggage, lobby flow, and guest transportation coordination, while modeling luxury hospitality.

You will supervise bell attendants, coordinate with Front Desk, Concierge, Valet, Housekeeping, Security, and Transportation to ensure a warm and polished arrival and departure experience for every guest. The role requires strong communication and team leadership.

Qualifications

• High school diploma or equivalent; 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 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.

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.

Skills

Guest service leadership

Communication

Problem solving

Time management

Discretion

Team supervision

Flexibility

Education

High school diploma

Hospitality coursework

Job description

Keswick Hall & Club in Charlottesville, VA seeks a Bell Captain to lead bell services, manage luggage, lobby flow, and guest transportation coordination, while modeling luxury hospitality.

You will supervise bell attendants, coordinate with Front Desk, Concierge, Valet, Housekeeping, Security, and Transportation to ensure a warm and polished arrival and departure experience for every guest. The role requires strong communication and team leadership.