Bell Captain - Full-Time

About the role

Black Desert Resort, located in the stunning landscape of Southern Utah, offers a luxury experience amidst breathtaking red rock scenery. The resort features a championship 19-hole golf course designed by Tom Weiskopf, world-class accommodations, elevated dining experiences, and a range of premium amenities. Our commitment to exceptional service and guest satisfaction defines our brand and inspires a culture of hospitality excellence.

Responsibilities

• Provide warm, professional, and personalized arrival and departure service to resort guests.
• Greet arriving guests, assist with luggage, provide directions, and introduce guests to resort services, amenities, dining, golf, spa, recreation, and other experiences.
• Load, unload, transport, store, and deliver guest luggage safely and efficiently.
• Escort guests to accommodations when appropriate, providing an informative resort and room orientation while anticipating questions and needs.
• Assist departing guests with luggage retrieval, transportation coordination, vehicle loading, and other departure needs.
• Perform the regular guest-facing duties of a Bell Attendant and actively participate in daily Bell services.
• Serve as an experienced resource for Bell Attendants during assigned shifts, helping coordinate the flow of luggage, deliveries, guest requests, and transportation needs.
• Train new Bell Attendants on resort standards, guest interaction, luggage handling, room orientation, transportation procedures, safety expectations, and departmental SOPs.
• Provide ongoing peer coaching and reinforcement of established service standards and procedures.
• Support daily training activities and communicate training needs or opportunities to Front Office leadership.
• Assist in organizing the Bell Desk, luggage storage areas, equipment, luggage carts, radios, and other operational supplies.
• Coordinate guest requests with Front Desk, Concierge, Valet, Transportation, Housekeeping, Engineering, Security, and other resort departments.
• Monitor guest arrivals and departures and communicate anticipated periods of high volume to the Bell team and Front Office leadership.
• Assist with VIP arrivals, group movements, special events, weddings, conferences, golf groups, and other high-volume arrival and departure periods.
• Complete guest deliveries, including luggage, packages, amenities, messages, and other approved items, accurately and promptly.
• Maintain awareness of resort programming, restaurants, hours of operation, events, transportation options, and local attractions to provide accurate guest information.
• Assist guests with transportation questions and coordinate resort transportation services in accordance with established procedures.
• Maintain appropriate control and documentation of stored luggage, packages, luggage claim tickets, guest belongings and lost & found items.
• Inspect Bell carts, luggage storage areas, and guest service equipment for cleanliness, organization, and safety.
• Immediately report damaged equipment, safety hazards, guest concerns, or operational issues to management.
• Recognize guest concerns and service opportunities and take appropriate action within established guidelines. Escalate matters to management when additional authority or service recovery is required.
• Maintain guest privacy and protect guest belongings and confidential information at all times.
• Follow all resort safety, security, lost and found, key control, emergency response, and guest property procedures.
• Perform other guest service duties as assigned based on business and operational needs.

Qualifications

• Minimum of 1 to 2 years of Bell, Valet, Front Office, Guest Services, or luxury hospitality experience preferred.
• Previous experience training or onboarding team members preferred.
• Strong guest service skills with a genuine desire to create personalized and memorable experiences.
• Ability to provide operational direction and peer coaching while maintaining positive working relationships.
• Excellent verbal communication and interpersonal skills.
• Strong knowledge of luxury hospitality and Forbes Five-Star service principles preferred.
• Ability to anticipate guest needs and recognize opportunities to personalize service.
• Strong organizational skills with the ability to coordinate multiple guest requests simultaneously.
• Ability to remain composed and professional during high-volume arrival and departure periods.
• Knowledge of Southern Utah attractions, restaurants, recreation, transportation, and local destinations preferred.
• Ability to operate radios, mobile devices, luggage equipment, and other guest service technology.
• Valid driver’s license and acceptable driving record may be required when operating resort vehicles.
• Must meet all resort requirements for authorized drivers if assigned to operate resort vehicles.
• Ability to work collaboratively with Front Office, Concierge, Valet, Transportation, Housekeeping, Security, and other resort departments.

Pay

Year-Round / Full-Time; $15.00 – $16.00/hour plus tips. This is the pay rate we reasonably expect to pay for this position. Individual compensation decisions are based on a variety of factors.