Bell Captain

Job Description

Lead the team that creates unforgettable first and last impressions, delivering exceptional service that sets the tone for every guest's experience. As a Bell Captain, you'll inspire colleagues, oversee daily operations, and ensure every arrival, departure, and interaction reflects the highest standards of luxury hospitality.

Key Responsibilities

• Deliver exceptional luxury guest service, ensuring professional, personalized, and engaging interactions throughout the guest journey
• Supervise and support Guest Services colleagues on shift, providing leadership, coaching, performance feedback, and operational direction
• Coordinate daily Guest Services operations, including staffing deployment, break scheduling, and service coverage to ensure seamless guest experiences
• Oversee luggage handling, storage, transportation, and group baggage operations, ensuring accuracy, security, and efficiency
• Manage guest arrivals and departures, including vehicle-related services, valet coordination, and front entrance operations
• Support guest satisfaction and service recovery efforts by addressing concerns, coordinating resolutions, and maintaining strong interdepartmental communication
• Maintain departmental operations, including shift communications, operational reporting, gratuity administration, inventory management, and documentation
• Ensure the cleanliness, presentation, and operational readiness of guest-facing areas, equipment, and Guest Services workspaces
• Promote a safe and secure environment by adhering to hotel safety, security, and emergency response procedures while supporting departmental and hotel-wide initiatives

Qualifications

What will you bring to this role?

• Must provide a Drivers Abstract and a valid Class 5 Driver’s License, with strong driving abilities with various vehicle types & the ability to drive standard transmissions
• Previous experience in Guest Services, Bell Services, Concierge, Front Office, or a related hospitality role preferred
• Minimum 2 years of supervisory experience in a luxury hotel, upscale hospitality environment, or similar guest service setting preferred
• First Aid/CPR certification and post-secondary education in Hospitality, Tourism, Business, or a related field are considered assets
• Proven leadership skills with the ability to coach, motivate, and develop high-performing teams
• Strong communication, interpersonal, problem-solving, and organizational skills, with the ability to thrive in a fast-paced environment
• Passion for delivering exceptional guest experiences and luxury hospitality service
• Sound judgment, initiative, and the ability to effectively manage multiple priorities and operational challenges
• Ability to meet the physical demands of the role, including lifting up to 50 lbs to transport guest luggage
• Flexibility to work a variety of shifts, including evenings, weekends, holidays, and special events

Additional Information

Employee Benefits:
Join our team and enjoy a range of exclusive colleague perks, including complimentary upgrades, extended stays, discounted stays across Fairmont & Raffles properties, special dining and wellness discounts, and added luxuries to enhance your experience. We believe in taking care of our team, ensuring that your hard work is rewarded with exceptional benefits. Comprehensive benefits package including health, paramedical, dental, vision, life, and disability coverage for eligible employees. Company-matched pension plan, as well as RRSP & TFSA options. Complimentary meal in staff cafeteria during shifts. 

Our Values

Respect:
We value the needs, ideas and individuality of others. We treat everyone with fairness and dignity. 

Excellence:
We make genuine connections, and we cherish every opportunity to make the people around us feel special.​

Belonging:
We celebrate our differences. We support each other and we always stand together.​

Empowerment:
We have authority to take initiative and anticipate moments that create unforgettable experiences. ​

Integrity:
We build trust through mutual respect and being authentic.​

Our commitment to Diversity & Inclusion:
Fairmont is committed to creating an inclusive environment where diverse talent thrives. We welcome candidates from all backgrounds to join our team.

Must be legally eligible to work in Canada. The hotel is unable to assist candidates in obtaining Canadian work authorization.