This role is about more than overseeing luggage services — it’s about leading the first and last impression of the guest journey. As Bell Captain, you are a visible, hands-on leader in our Guest Services team, setting the tone at the front drive and in the lobby. With a calm, confident presence and a passion for service excellence, you guide your team to deliver seamless arrivals, thoughtful departures, and elevated moments throughout each guest’s stay.
Start Date: September 2026
What You'll Be Doing:
Guest Connection
- Act as a welcoming, professional presence in the lobby and front drive, ensuring guests feel supported from arrival through departure.
- Personally assist guests with luggage, transportation, and inquiries, stepping in during peak periods or complex situations.
- Provide knowledgeable, personalized recommendations on local wellness, culture, and adventure experiences.
- Anticipate guest needs and resolve concerns with care, efficiency, and discretion.
Operational Excellence
- Oversee the safe, efficient handling, storage, and delivery of guest luggage at all stages of the guest journey.
- Coordinate transportation services including shuttles, taxis, and private vehicles.
- Maintain accurate logs for luggage storage, guest requests, and team activity.
- Ensure Guest Services equipment are maintained, organized, and service-ready.
- Support lobby flow, driveway operations, and arrival logistics to ensure smooth, polished guest movement.
- Adhere to all Rimrock safety, security, and service protocols with consistency and precision.
Team & Culture
- Lead, coach, and support the Guest Services team, setting clear expectations aligned with Rimrock and Emblems standards.
- Conduct daily team briefings to align on VIP arrivals, group movements, and service priorities.
- Foster a positive, collaborative team culture rooted in professionalism, accountability, and care.
- Work closely with Front Office, Expeditions and Housekeeping to deliver seamless guest journeys.
- Lead from the floor, stepping in to support the team during high-volume or high-impact moments.