Bell Valet Captain

The Bell Valet Captain is responsible for leading the Bell & Valet team in delivering exceptional, personalized guest experiences from arrival to departure. As the first and last impression of The Malcolm Hotel, the Bell Valet Captain sets the standard for luxury hospitality by providing warm, anticipatory, and professional service while ensuring the efficient operation of the Bell Desk, Valet, luggage services, and porte cochère. This leadership role is responsible for coaching, mentoring, and developing a high-performing team committed to Forbes Five-Star service standards and the values of Spring Creek Resorts.

The duties of this position include, but are not limited to:

• Lead, supervise, and coordinate the daily operations of the Bell and Valet team while maintaining the highest standards of luxury guest service.
• Conduct daily shift briefings, communicate VIP arrivals, group movements, special events, weather conditions, and operational priorities.
• Welcome arriving and departing guests with gracious, attentive, and personalized service, creating a memorable first and last impression.
• Safely Park, retrieve, and care for guest vehicles while maintaining accurate vehicle and key control procedures.
• Retrieve, deliver, store, and safeguard guest luggage with efficiency and attention to detail.
• Escort guests to their accommodations while introducing hotel amenities, in-room features, and resort services.
• Deliver guest messages, packages, amenities, and special requests promptly and professionally.
• Maintain the cleanliness, organization, and presentation of the lobby, porte cochère, Bell Desk, and guest arrival areas.
• Serve as a knowledgeable ambassador for The Malcolm Hotel and the Bow Valley by providing recommendations on local attractions, dining, activities, and resort services.
• Assist the Les Clef d'Or Concierge and Front Desk teams with VIP arrivals, transportation arrangements, guest inquiries, reservations, and special functions.
• Coordinate with the Guest Services Manager to deliver ongoing training, coaching, performance feedback, and development for all Bell and Valet team members.
• Monitor service standards and lead by example to ensure exceptional guest experiences and adherence to luxury hospitality expectations.
• Anticipate guest needs, resolve concerns promptly, and recover service opportunities with professionalism and discretion.
• Assist with seasonal snow removal and maintain safe, accessible guest entrances during winter conditions.
• Ensure compliance with hotel safety policies, vehicle handling procedures, and emergency response protocols.
• Foster a positive, collaborative, and guest-focused team culture while promoting continuous improvement and operational excellence.