Bell Captain📣 Job Ad

About the Role

The Bell Captain at Rosewood AMAALA in Saudi Arabia is responsible for the day-to-day leadership and smooth operation of the Bell and Door teams. This full-time role acts as a key ambassador at the resort entrance and lobby, ensuring all guest arrivals, departures, luggage handling, escorts, and door/traffic operations are managed with efficiency, safety, and genuine hospitality. The position requires 0-1 years of experience and adherence to Rosewood’s A Sense of Place® philosophy, Relationship Hospitality, and established service standards.

Key Responsibilities

• Oversee all door operations, ensuring guests are greeted warmly on arrival and farewelled graciously on departure.
• Supervise all luggage-handling activities, including tagging, loading, unloading, storage, and delivery to/from guest rooms, ensuring accuracy and safety.
• Implement and monitor strict baggage control procedures to prevent loss, mix-ups, or damage, maintaining clear luggage storage records.
• Ensure Bell Attendants provide professional escorts to guestrooms, including buggy driving, resort orientation, and coordination with Butler, Front Desk, or Guest Relations.
• Supervise group arrival and departure logistics, including luggage pulls 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 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 designated channels (radios/phones/Unifocus) to update on guest movements and operational changes.
• Communicate clearly any issues, incidents, or service gaps to the Chief Concierge / Duty Manager, documenting them for follow-up.

Team Leadership and Operational Standards

• Ensure Doormen manage entrance flow safely and efficiently while maintaining a calm, elegant environment.
• Monitor the cleanliness and appearance of the entrance, driveway, and lobby exterior, ensuring they align with Rosewood AMAALA’s image.
• Ensure all Doormen and Bell Attendants maintain impeccable grooming, posture, and presence, offering proactive assistance.
• Evaluate staffing requirements and prepare weekly work schedules, adhering to budget goals and ensuring sufficient coverage.
• Document any late or absent employees and assign specific tasks according to rotation sequence.
• Conduct ongoing training with existing teams and assist Bell staff in performing all job functions as necessary.
• Conduct performance appraisals of designated staff annually.

Guest Service Excellence

• Address guests by name and maintain positive guest relations at all times.
• Accommodate all guest requests expediently and courteously, coordinating with designated vendors as required.
• Assist guests in locating and retrieving lost luggage.
• Maintain complete knowledge of all hotel features, services, hours of operation, restaurant concepts, room types, special packages, daily house count, and local events.
• Answer Bell Desk telephone within three rings, using correct greeting and telephone etiquette.
• Document guest calls/requests for Bell assistance and maintain security and accurate records of all guest room keys issued to staff.

Health, Safety, and Confidentiality

• Comply with safe working practices laid down under the Health and Safety Act, including awareness of specific workplace hazards.
• 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.
• Maintain strict confidentiality regarding company, guest, and associate information, not disclosing it to unauthorized parties.

Required Experience and Attributes

• 0-1 years of relevant experience.
• Ability to maintain complete knowledge of and comply with all departmental policies, service procedures, and standards.
• Proficiency in the correct maintenance and use of equipment, using it only as intended.
• Flexibility in attitude, approach, and working hours is required due to varying business levels.