Bellstand Supervisor

Job Profile: The Bell Captain leads the Greeters, Bellmen, and Shuttle Drivers and is responsible for the daily Bell Services and guest transportation operation. The position oversees staffing, schedules, payroll input, vacation planning, vehicle and equipment readiness, training, audits, performance management, and team engagement.

The Bell Captain remains actively present in the operation, personally assists guests when needed, enhances the welcome experience, and takes ownership of service opportunities. The role also serves as the principal Bell Services contact for group leaders when coordinating luggage movements, room drops, and related arrangements.

Guest Experience Create a warm and professional arrival and departure experience and ensure guests are acknowledged according to the 15/5 rule. Welcome guests with a smile, use guest names when known, anticipate needs, and offer assistance before it is requested. Provide accurate information about hotel facilities, room locations, Renaissance Island, transportation, resort activities, food and beverage outlets, and the local area.

Serve as a micro-local Navigator by sharing recommendations that help guests discover Aruba and the resort. Apply the LEARN model, take ownership of guest concerns from beginning to end, and involve a manager when additional authority or service recovery is required. Maintain a visible presence in the lobby and assist Front Office and other departments during peak arrival, departure, group, and high-volume periods.

Continuously evaluate and improve the welcome experience so arrivals feel organized, personal, informative, and reflective of the resort's service standards. Bell Operations and Luggage Control Supervise Bell Services at the main entrance, lobby, bell stand, and luggage storage areas to ensure a smooth and efficient operation.

Assign bell team rotations and duties based on guest volume, expected arrivals and departures, groups, transportation activity, and operational priorities. Ensure luggage is tagged, recorded, stored, retrieved, and delivered accurately, securely, and promptly in accordance with the Luggage Storage LSOP. Verify that claim checks match luggage tags before releasing stored items and ensure access to luggage storage areas remains restricted to authorized team members.

Do not accept luggage for long-term storage. Escalate unusual storage requests or unclaimed luggage to Front Office management. Support group arrivals, departures, room moves, mass check-ins, and special assignments; coordinate staging and movement plans with the appropriate departments. Maintain clean, orderly, and guest-ready bell carts and ensure an adequate number are positioned at designated areas based on operational needs.

Inspect radios, keys, luggage carts, storage areas, and other assigned equipment; report defects promptly and follow up until resolved. Maintain a clean, safe, uncluttered, and well-organized bell stand, entrance, lobby support area, and luggage storeroom. Ensure all equipment used by Bellmen and Greeters is available, clean, safe, and in proper working order; arrange repair or replacement when defects are identified.

Transportation and Vehicle Management Oversee the daily guest transportation operation and coordinate Shuttle Driver assignments according to guest demand, operating hours, group activity, and resort priorities. Ensure company vehicles remain safe, clean, properly documented, and in good working condition. Maintain accurate records of required inspections, registrations, insurance, services, repairs, and preventative maintenance, and ensure all items remain current.

Inspect vehicles and review driver-reported defects; promptly remove unsafe vehicles from service and escalate concerns when necessary. Schedule preventative maintenance and repairs with approved service providers and follow up until vehicles are returned to service. Respond to transportation disruptions, delays, breakdowns, capacity concerns, and other operational issues; arrange practical alternatives and communicate updates to affected departments and guests.

Ensure Shuttle Drivers follow approved routes, schedules, safety procedures, vehicle-use rules, and guest-service expectations. Workforce Scheduling, Payroll, and Administration Prepare and publish schedules for Greeters, Bellmen, and Shuttle Drivers based on forecasted occupancy, arrivals and departures, group activity, transportation demand, events, approved leave, and operational needs.

Maintain appropriate staffing coverage while using labor responsibly and adjusting schedules when business levels or operational priorities change. Review and grant vacation and other schedule requests in accordance with company policy, available leave balances, seniority or other applicable rules, and operational coverage requirements.

Enter schedules accurately and on time into the designated payroll or workforce-management system. Review time records, attendance, schedule changes, overtime, premiums, absences, vacation, and other pay-related entries to ensure team members are paid accurately according to company pay rules. Correct or escalate payroll discrepancies within required deadlines and maintain appropriate supporting documentation.

Maintain accurate staffing, attendance, leave, payroll, meeting, training, evaluation, and performance records in accordance with company requirements. Shift Leadership and Team Development Conduct or actively lead the daily 15-minute briefing and communicate occupancy, group activity, VIP and Elite arrivals, special events, operational changes, and service priorities.

Ensure bell team members report on time, meet R-image Style and uniform standards, carry required tools, and remain at their assigned work areas. Set clear shift expectations, prioritize tasks, delegate responsibilities, monitor completion, and adjust assignments as guest needs change. Lead by example through an active operational presence, professional conduct, teamwork, and consistent guest engagement.

Train new Greeters, Bellmen, and Shuttle Drivers using approved LSOPs and training checklists; provide ongoing coaching, demonstrations, and follow-up. Coach the team to improve individual performance, operational consistency, guest satisfaction, group satisfaction, and service results. Recognize and incentivize exemplary performance, celebrate team achievements, and maintain high morale through fair, consistent, and supportive leadership.

Provide timely, respectful feedback when standards are not met and coach and document team members when necessary in accordance with company policy. Complete fair, accurate, and timely annual performance evaluations and establish clear development goals and follow-up actions for each team member. Schedule and conduct monthly team meetings to share information, review performance and standards, recognize achievements, listen to team feedback, and address operational concerns.

Support staff meetings, required training, interviews, onboarding, and development activities when requested by management. Group Services and Coordination Serve as the primary Bell Services point of contact for group leaders, event contacts, and internal departments when planning and executing group luggage and arrival or departure arrangements.

Coordinate luggage pulls, luggage delivery, room drops, transportation movements, staging areas, staffing, timing, storage, and special handling requirements. Review group resumes and communicate directly with group leaders and relevant departments to confirm expectations, timelines, quantities, billing or authorization requirements, and last-minute changes.

Prepare clear operational plans and team assignments for group movements and monitor execution to ensure accuracy, timeliness, security, and minimal disruption to other guests. Follow up with group leaders during and after major movements, address concerns promptly, and use feedback to increase group satisfaction. Communication and Coordination Maintain clear, professional verbal and non-verbal communication with guests, team members, leaders, drivers, group representatives, and partner departments.

Complete an accurate handover to the Front Office leadership team, including pending luggage, transportation arrangements, group movements, guest requests, equipment concerns, and unresolved service issues. Establish strong working relationships with Front Desk, Delighted to Serve, Rooms Coordination, Housekeeping, Security/Loss Prevention, Engineering, Reservations, Food and Beverage, and Transportation partners.

Report maintenance requests, irregularities, suspicious activity, lost and found items, incidents, accidents, and unsafe conditions immediately to the appropriate leader or department. Handle guest and company information confidentially and use hotel communication devices responsibly. Quality Assurance and Administration Ensure compliance with Marriott brand standards, Wind Creek Hospitality values, departmental LSOPs, and company policies.

Conduct and document internal service and operational audits to confirm that Greeters, Bellmen, and Shuttle Drivers perform in accordance with established standards. Use audit results, guest feedback, operational observations, and performance trends to identify training needs and conduct targeted refresher training. Review notices, emails, reports, arrival information, group resumes, and other communications that may affect the Bell Services operation.

Maintain accurate shift logs, luggage records, vehicle and equipment records, audit results, incident documentation, and other required operational reports. Monitor supplies and equipment and inform management when replenishment, repair, or replacement is required. Participate in service audits, quality initiatives, departmental programs, promotions, and continuous-improvement efforts.

Recommend practical improvements that strengthen guest service, safety, productivity, communication, or team performance. Safety and Security Follow all hotel safety, security, emergency, key-control, and loss-prevention procedures. Immediately report accidents, near accidents, injuries, unsafe conditions, suspicious activity, and security concerns; complete required documentation.

Protect guest belongings at all times and never release luggage without completing the required verification process. Use safe lifting and material-handling techniques and ensure bell carts and luggage do not block entrances, walkways, emergency exits, or guest circulation areas. Immediately turn in lost and found items according to established procedures.

General Responsibilities Carry the R-WAYS Service Basic card during working hours and consistently practice the R-WAYS Service Basics. Arrive on time, participate in required briefings, meetings, and training, and remain ready to support the operation throughout the shift. Uphold R-image Style standards and maintain a friendly, cheerful, courteous, and professional environment.

Promote hotel facilities, food and beverage outlets, activities, and other services whenever appropriate. Work productively and efficiently, care for hotel equipment, and return supplies to their designated locations at the end of the shift. Comply with the Corporate Handbook, hotel policies, departmental procedures, and all reasonable requests made by management within the scope of the position.

Represent Renaissance Wind Creek Aruba Resort positively at all times. Education, technical knowledge and skills: High school diploma or equivalent. Intermediate computer and analytical skills. Ability to use hotel provided electronic devices, included but not limited to radios, cell phones. Team Member

• General Competencies/ Personality Profile: Educational and Technical background A minimum of one years’ experience in a leadership position. Physical condition - this function requires a good physical condition and ability to work 8 hours on your feet. Guest oriented – be a good communicator, open-minded and have excellent Customer Service skills. Social, enthusiast and flexible – an outgoing personality and be able to work flexible hours. Languages – English is required for high-guest contact employees and a second language, namely Papiamento, Spanish or Dutch are required for certain positions.