GENERAL SUMMARY
Oversee all operations and services provided by the Bell Services Department. Ensure staff is scheduled and assigned appropriately. Review payroll, overtime, and all activities and report on a daily basis to Guest Services Supervisor. Assist with maintaining inventory of department supplies. Coordinate all group arrival/departure patterns. Communicate with team members openly and fairly. Train all Bell Staff Team Members. Assist with interviewing, hiring, and carrying out any disciplinary action. Satisfy all guest’s needs and wants.


FOUR DIAMOND SERVICE AGREEMENT
All Team Members will display a Four Diamond commitment to Customer Service through the delivery and maintenance of the Quality Standards established by Pechanga Resort and Casino.


KEY RESPONSIBILITIES
•Comply with Resort policies and procedures.
•Comply with departmental Service Guarantees.
•Communicate effectively using verbal, written and listening skills with guests and staff.
•Effectively dealing with internal/external guest.
•Offer assistance by providing accurate information on the services of Pechanga Resort & Casino.
•Able to logically and independently plan, organize and complete work in a timely manner.
•Able to perceive quality of work, review documents and receive direction from guests and staff.
• Implement and monitor department Service Standards to ensure quality service.
• Keep immediate supervisor informed of all issues and refer to him/her with difficult situations.
•Assist guests with appropriate check-in/check-out procedures.
•Listen and respond to guest inquiries in a professional manner.
•Resolve guest issues efficiently and in a courteous manner.
•Generate, review and analyze daily reports in order to monitor service delivery and staff performance.
•Conduct regularly scheduled meetings with staff.
•Ensures that all Bell Team Members are meeting service guarantees.
•Ensures that all Bell Team Members are complying with departmental polices and procedures.
•Maintain Bell Staff attendance and Bell Porterage records.
•Provide input and implementation of departmental and individual Bell Staff goals.
•Answers questions while up-selling the Resort’s outlets and other promotional amenities.
•Liaison with other departments on service delivery issues and guest expectations.
•Ensure shift changes are smooth with proper communication to the relieving shift.
•Remain calm and alert, especially during emergency situations and/or heavy Resort activity.
•Compile departmental work schedules and monitor workload to ensure a proper balance of work.
•Assist in the budget process and work within the allotted budget for Bell Services.
•Efficiently operate a moderately complex computer system (OPERA).
•Provide instructions/guidance for guest and Team Member safety in the event of fire/emergencies.
•Attend all training classes/seminars that may enhance work performance or job knowledge.
•Performs other task as assigned by management.


ACCOUNTABILITY: The Bell Captain position has supervisory responsibilities including departmental corrective action and team member relation issues.


EXPERIENCE/TRAINING/EDUCATION: A High school diploma or general education degree (GED); and at least 1 year relative experience is preferred to successfully perform this job.


COMMUNICATION SKILLS: This position requires the ability to read and interpret documents such as safety rules, operating and maintenance instructions, and procedure manuals. This position also requires the ability to write routine reports and correspondence. Furthermore, this position also requires the ability to speak effectively before groups of customers or employees of the organization.


MATHEMATICAL SKILLS: This position requires the ability to add, subtract, multiply, and divide in all units of measure, using whole numbers, common fractions, and decimals. This position also requires the ability to compute rate, ratio, and percent and to draw and interpret bar graphs.


REASONING ABILITY: This position requires the ability to apply common sense understanding to carry out instructions furnished in written, oral, or diagram form. This position also requires the ability to deal with problems involving several concrete variables in standardized situations.


CERTIFICATES, LICENSES, REGISTRATIONS:
•Hotel Gaming license.


SKILLS/ABILITIES:
•Great smile and a good attitude.
•Make eye contact while speaking.
•Ability to work under stressful situations
•Professional demeanor.


OTHER QUALIFICATIONS:
•Must be willing to work weekends and/or holidays when necessary.
•Must be flexible with hours and/or shifts.
•Ability to read, write, comprehend and communicate in clearly and understandably in English
•Maintain favorable working relationships with all departments and team members, to foster and promote a cooperative and harmonious work environment.
•Able to act independently while analyzing data and drawing conclusions from written and computer generated materials.
•Ensures the Hotel is clean, organized and free of health and safety hazards. Reporting and unsafe equipment or unusual situation to immediate supervisor.
•Provide instruction and / or guidance for guest / team members in fire or any other emergency situations.