BELL CAPTAIN (PREFERABLY SAUDI NATIONAL)

GENERAL ROLE:

The Bell Captain plays a pivotal role in delivering outstanding guest service by managing the bell desk operations and leading the bell team. This position is responsible for ensuring seamless arrivals and departures, efficient luggage handling, and creating memorable first and last impressions for resort guests. The Bell Captain supervises bell attendants, coordinates buggy service, and ensures all guest interactions are executed with professionalism, warmth, and efficiency

KEY RESPONSIBILITIES:

Please note that the responsibilities outlined below are not exhaustive. Miraval The Red Sea colleagues continuously innovate in caring for the needs of the business, their guests, and their colleagues.

As Bell Captain, you will need to:

• Greet guests with warmth and professionalism upon arrival.
• Ensure timely escorting of guests to their rooms, providing essential information about the resort and in-room.

Maintain an organized luggage storage area and accurate log of stored items.

Open the resort's entrance door for all arriving guests unless it is automated/revolving.

• Luggage Handling & Room Escorting
  Ensure luggage is attended to at all times while in public areas.
• Coordinate timely delivery of luggage to guest rooms (within 15 minutes for a resort).
• Knock or ring the doorbell before entering the guest room and clearly announce department name before entering.
• Offer to place luggage on appropriate racks, ensuring proper positioning (e.g., zippers facing guests), and bring extra racks if required.
• Offer to hang guest coats and suit carriers, if applicable.

• Guest Orientation & Personalized Service
• Offer personalized service by anticipating guest needs and preferences.
• Provide detailed orientation of resort facilities, services, and activities.
• Respond promptly and professionally to guest requests and inquiries.

Departure & Farewell:

• Manage smooth guest departures, including luggage collection and transportation coordination.
• Provide a courteous farewell, reinforcing positive guest experiences and encouraging return visits.

Buggy Responsibility

• Oversee the operation, cleanliness, and maintenance of resort buggies.
• Ensure safe and timely transport of guests and luggage across the property.
• Schedule and assign buggy drivers to optimize guest flow during peak times.

Standards of Appearance & Communication:

• Maintain a polished and professional appearance in line with resort grooming standards.
• Ensure all team members demonstrate clear, courteous, and guest-centric communication.
• Enforce uniform standards and provide coaching when necessary.

Service Excellence & Anticipation:

• Lead by example in delivering exceptional guest service.
• Train and motivate team members to anticipate guest needs and exceed expectations.
• Monitor service quality and implement improvements as needed.

Qualifications & Requirements:

• Previous experience in luxury hospitality or similar guest-facing role preferred.
• Strong interpersonal and customer service skills.
• Fluent in English; additional languages an asset.
• Physically able to stand for long periods and lift/carry luggage.
• Professional demeanor, punctuality, and team-oriented attitude.
• Knowledge of Buggy cars systems, communication tools (e.g., radio headsets), and front office operations is a plus.

Performance Standards:

• Consistent adherence to Miraval service standards.
• High guest satisfaction scores related to arrival, welcome, and departure experiences.
• Positive feedback from guests and team members.
• Zero instances of unattended luggage or unresolved guest needs.

WORK ENVIRONMENT:

• Primarily outdoors and guest-facing; exposure to varying weather conditions.
• Fast-paced, dynamic hospitality setting with high guest interaction.
• Requires flexible work hours including evenings, weekends, and holidays.
• Involves standing for extended periods and physical activity such as lifting and walking long distances