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 farewelled 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 the daily business demands.

· Document any late or absent employees.

· Schedule and assign staff breaks. Assign specific tasks as they arise to the staff according to the rotation sequence.

· Answer Bell Desk telephone within three rings, using correct greeting and telephone etiquette.

· Document guest calls/requests for Bell assistance.

· Maintain security and accurate record of all guest room keys issued to Bell/Driveway Staff.

· Monitor and ensure that Bell staff perform their job functions to the hotel's expected level of service.

· Assist Bell staff whenever necessary in performing all job functions.

· Conduct ongoing training with existing teams.

· Accommodate all guest requests in an accurate and efficient manner.

· Prepare work orders for equipment repairs and distribute to Engineering.

· Conduct performance appraisals of designated staff annually.

Confidentiality

Whilst working for the company there will be access to a wide variety of confidential information concerning the company, guests and associates. It is vital that all such information remains confidential and must not be disclosed to anyone outside the company, guests, and associates, unless otherwise stated.

Health & Safety:

· Be aware of and comply with safe working practices laid down under the Health and Safety Act as applicable to your place of work. This will include your awareness of any specific hazards at your workplace.

· The wearing of appropriate protective clothing provided by or recommended by the Company will be obligatory.

· Report any defects in the building, plant or equipment according to hotel procedure.

· Ensure that any accidents to Associates, guests or visitors are reported immediately in accordance with correct procedures.

· Attend six monthly Statutory Fire, Health & Safety training and be fully conversant with and abide by all rules concerning Fire, Health & Safety.

· Be fully conversant with: o COSHH Regulations o Risk Assessments for your department o Hotel Fire & Bomb Procedures.

Other :

· The above description is not to be regarded as exhaustive. Other tasks and responsibilities of a broadly comparable nature may be added on a temporary or permanent basis.

· As the hotel’s level of business varies considerably, there is a need for flexibility in attitude, approach and working hours.

Qualifications:

Experience: Minimum one years’ experience in a similar capacity for a luxury or ultra-luxury hotel.

Education: High school diploma.

General Skills: Must be able to perform job functions with attention to detail, speed and accuracy; prioritize, organize and follow-up; be a clear thinker, remaining calm and resolving problems using good judgment; follow directions thoroughly; understand a guest’s service needs; work cohesively with co-workers as part of a team; work with minimal supervision; maintain confidentiality of guest information and pertinent hotel data.

Technical Skills: Thorough knowledge of local restaurants, museums and attractions; thorough knowledge of current events in and around the region; thorough knowledge of Concierge department procedures; ability to add and subtract three digit numbers; ability to perform mathematical operations with units of measure including, but, not limited to dollars, cents, feet, inches, cups, pounds and ounces; ability to

access, input, analyze and retrieve information from computers; exceptional oral communication skills to ensure ability to negotiate and persuade guests and associates to achieve results beneficial to operation of hotel; ability to converse calmly with irate guests, co-workers, superiors and subordinates in sometimes intense emotional situations; ability to focus and maintain attention to performance of tasks despite frequent stressful, emergency, critical or unusual interruptions; ability to memorize, recollect and quickly retrieve dates, names, times and other data; ability to work and complete assignments on time despite frequent stressful, emergency, critical or unusual interruptions; ability to participate in all departmental and hotel-wide meetings.

Language: Required to speak, read and write English, with fluency in other languages preferred.

Physical Requirements: Must be able to exert physical effort in, endure various physical movements throughout the work areas, reach up and down, remain stationary at times throughout work periods, and satisfactorily communicate with guests and co-

workers to their understanding.