BELL PERSON JOB DESCRIPTION

Few guest interactions carry more weight than arrival and departure. A Bell Person sets the tone for an entire stay within the first 60 seconds at the door, and a fumbled farewell can erase everything a hotel delivered in between. Luxury and full-service properties depend on this role to translate brand standards into lived experience, from escorting guests through VIP check-in procedures to fielding after-hours service requests. Physical stamina, a clean driving record, and fluency in the property's amenities and emergency protocols are non-negotiable in this environment.

As the Bell Person, you serve as the hotel's most visible front-of-house representative, owning every luggage handling, room escort, and guest orientation interaction from the moment a visitor arrives through their departure. You operate within the Guest Services or Rooms Division team, working in rotation with fellow Bell staff under the direct supervision of the Guest Services Manager and coordinating daily with Front Desk, Concierge, and Valet operations.

Career Impact: Hands-on experience across guest services, concierge support, and valet functions builds a résumé that opens doors to Lead Bell, Concierge, and Front Office roles within full-service hotel environments.

Business Impact: The guest orientation you deliver at check-in, including covering room features, safety procedures, and property amenities, directly shapes satisfaction scores and repeat-visit decisions for individual travelers and VIP accounts.

Growth Opportunity: Exposure to group and tour arrivals, ski concierge coordination, and luxury-property service standards gives you cross-functional fluency that accelerates advancement into supervisory guest services positions.

• Escort arriving guests to assigned rooms, handling luggage with care and orienting them to room features, safety procedures, and hotel amenities.
• Greet all guests at the lobby entrance and assist with luggage during arrival and departure in accordance with established bell rotation procedures.
• Deliver messages, packages, newspapers, and requested items to guest rooms promptly and in compliance with property protocols.
• Store and retrieve guest luggage in the bell closet using proper tagging procedures throughout the stay.
• Assist Concierge, Front Desk, and Valet teams as directed, including answering phones, taking messages, and supporting parking operations.
• Maintain cleanliness and presentability of the lobby, bell storeroom, and equipment, including daily care of bell carts.
• Communicate guest complaints, special requests, and safety concerns immediately to the Front Office Manager or Manager on Duty.
• Support emergency and security procedures as directed by management, remaining current on fire-life-safety protocols.

• High school diploma, GED, or internationally recognized equivalent, or equivalent work experience.
• 1 or more years of customer-facing service experience, with demonstrated ability to manage multiple guest needs simultaneously.
• Valid driver's license with a clean driving record and no moving violations within the past three years.
• Proficiency in spoken and written English sufficient to deliver guest orientations, read memos, and communicate service requests clearly.
• Ability to lift, push, or pull luggage and equipment weighing up to 50 pounds regularly throughout the shift.
• Stamina to stand, walk, kneel, and bend for the majority of a shift, including in outdoor or variable weather conditions.
• Availability to work varying shifts including early mornings, evenings, weekends, and holidays based on operational needs.
• Familiarity with hotel fire, safety, and emergency procedures, or demonstrated ability to learn them quickly.

• Previous bell service, front door, or guest services experience at a full-service or luxury hotel property.
• Proficiency in a second language to support communication with international guests.
• Experience supporting group, tour, or VIP arrivals, including baggage tagging and coordinated room blocks.
• Knowledge of local area attractions, dining, and transportation options to enhance guest recommendations.

• Guest satisfaction score (GSS or equivalent) for arrival and departure experience, reflecting service consistency.
• Bell rotation completion rate, measuring equitable and timely handling of escort assignments per shift.
• Delivery turnaround time for in-room requests, measured from order receipt to confirmed delivery.
• Luggage claim accuracy rate, tracking correct tagging, storage, and retrieval of stored baggage.
• Incident report volume, reflecting proactive identification and escalation of safety or security concerns.
• Typical tools: property management systems (commonly Opera or Maestro); two-way communication devices (commonly radio handsets).

• Base Salary Range: $14-$18 per hour, plus gratuities typical in full-service hotel environments
• Bonus: Seasonal or performance-based gratuity pools where applicable
• Equity: Not typically offered at this level
• Health Benefits: Medical, dental, and vision coverage; eligibility varies by employer and hours
• PTO: 5-10 days annually; accrual rate varies by property and tenure
• Common Perks: Hotel stay discounts, uniform provision, employee meal programs, and transit benefits

Figures are estimates based on general US market benchmarks and may be outdated. Adjust based on location, company size, and seniority level.

Background check completion, including driving record verification, is a condition of employment for this role. All qualified applicants will receive consideration without regard to race, color, religion, sex, national origin, age, disability, veteran status, or any other characteristic protected under applicable federal, state, or local law. Reasonable accommodations are available to individuals with disabilities upon request. Candidates must be authorized to work in the United States prior to their start date.

The Bell Person delivers an exceptional guest experience at Hershey Lodge by managing luggage assistance, valet parking, and room escorts for arriving and departing guests. Working alongside lodge staff and reporting within the front-of-house team, this role upholds the property's hospitality standards and directly shapes guests' first and lasting impressions of the property.

Key Responsibilities

• Greet guests and assist with luggage upon arrival and departure.
• Provide guests with valet parking and safe transport.
• Escort guests to their assigned rooms.
• Secure guest luggage in the check-in room.
• Learn room types, floor plans, and guest amenities.
• Respond to all guest inquiries in a professional, service-oriented manner to promote hotel services and in-house facilities.
• Inspect rooms for items left behind.
• Deliver items to guest rooms as requested.
• Attend meetings and demonstrate a working knowledge of all safety and security procedures.

Required Qualifications

• Previous work experience helpful.
• Ability to communicate in English, both oral and written.
• Friendly, outgoing, customer service-oriented personality with professional appearance and hospitality standards.
• Ability to stand, walk, lift, and bend for the majority of the shift, including in varying temperatures.
• Ability to lift to 35 pounds.
• Must be able to work varying shifts, including weekends, weekdays, and holidays based on operational needs.
• Valid PA driver's license and verified good driving record.

Embedded within the front-of-house operations team, the Bell Person manages safe guest transportation via shuttle bus and other vehicles while handling luggage and responding to guest needs across the property and parking lots. Working closely with all guest-facing departments, this role builds a positive and professional guest experience from arrival through departure.

Core Functions

• Assure safe, courteous, and expeditious transportation for all guests.
• Drive a passenger shuttle bus and other vehicles using standard transmissions.
• Greet and acknowledge all guests and passengers on the property and parking lots.
• Lift, carry, push, and pull luggage carts to and from guest rooms and vehicles, handling items up to 100 pounds.
• Explain guest room features and operations to guests upon check-in.
• Answer guest questions and provide directions proactively.
• Perform daily vehicle maintenance logs and safety checks.
• Provide complete customer service as a representative of the company.

Qualifications & Experience

• High school diploma or equivalent.
• Six months to one year of related experience or training.
• Ability to write reports and read simple lists, memos, and business correspondence.
• Ability to communicate effectively in English, both verbally and in writing.
• Basic math skills, including addition, subtraction, multiplication, and division using whole numbers, fractions, and decimals.
• Valid Class "C" driver's license with passenger endorsement, clean record with no moving violations in the past 3 years.

Reporting to resort management, the Bell Person shapes the guest experience at a resort property by greeting arrivals, delivering items to units, assisting with luggage, and responding to questions about the resort and surrounding area. Partnering with all departments to maintain communication and a clean working environment, this role enables smooth daily operations and a welcoming atmosphere for all guests.

Primary Duties

• Greet all guests in a friendly and caring manner and open doors at the lobby entrance.
• Assist guests with luggage to and from their unit.
• Assist guests with questions about the resort and local area, including showing rooms to potential guests.
• Deliver guest items such as toiletries and towels to units.
• Maintain good communication with guests and all departments.
• Maintain a clean and safe working environment and manage inventory and upkeep of luggage carts.

Skills & Qualifications

• Prior housekeeping experience a plus.
• Strong attention to detail and adherence to all company policies and procedures.
• Excellent time management skills with the ability to change activity frequently and cope with interruptions.
• Highly responsive, reliable, and professional across all communication channels, including email, phone, and text.
• Ability to stand, sit, walk, reach, push, pull, and lift to 50 pounds throughout the shift.
• Available to work Sunday through Saturday, including early mornings and evenings as needed.

Sitting at the intersection of guest relations and property operations, the Bell Person leads arrivals and departures at a luxury hotel by escorting guests, orienting them to room features and emergency procedures, managing luggage, and coordinating with Front Office leadership on VIP requests and special needs. Operating across the lobby, front door, concierge, and security functions, this role ensures every guest interaction reflects the property's standards of excellence.

Duties

• Greet all guests warmly, recognize repeat and VIP guests, and escort them to accommodations while informing them of room features, hotel facilities, and emergency procedures.
• Deliver newspapers, packages, and other items to guest rooms as instructed.
• Store and retrieve luggage and other objects for guests.
• Monitor daily hotel activities and VIP arrivals, communicating special requests to the Lobby Ambassador or Front Office Manager.
• Maintain cleanliness of the lobby, bell closet, work areas, and departmental equipment at all times.
• Resolve guest complaints professionally and communicate incidents immediately to the Front Office Manager or Manager on Duty.
• Assist the Front Desk, Door Person, Lobby Ambassador, and Concierge as needed.
• Report suspicious persons, activities, unattended packages, or hazardous conditions to the Security department or Front Office Manager.

Requirements

• High school diploma, general education degree, or international equivalent required.
• Previous guest service, front door, or bell service experience in a luxury property preferred.
• Good knowledge of hotel fire-life-safety procedures with ability to remain current on updates.
• Proficiency in English required, with a second language preferred.
• Strong mathematical skills including addition, subtraction, multiplication, and division.
• Ability to carry out detailed instructions calmly, multitask effectively, and perform under pressure, including during emergencies.
• Ability to lift to 50 pounds and spend long hours moving, walking, standing, and entering and exiting vehicles.
• Valid US driver's license required.

A key member of the guest services team, the Bell Person owns the full arrival and departure experience at a resort property by managing luggage for individual and group check-ins, delivering items, and supporting concierge, valet, and driving functions. Collaborating across the Front Desk, Guest Services, and Ski Concierge departments, this role ensures guests are oriented, accommodated, and well-served throughout their stay.

Functions

• Escort arriving guests to their rooms on a rotating basis, handling luggage with care and providing a summary of hotel information.
• Ensure guest rooms are in order and orient guests to room controls, safety procedures, and hotel services upon check-in.
• Handle luggage for tour and group check-ins, following baggage tagging and ski storage procedures.
• Deliver messages, packages, and other items to guest rooms or designated areas promptly.
• Assist the Concierge and Ski Concierge by answering phones, taking messages, and supporting valet, door, and driving functions as needed.
• Assist departing guests with luggage retrieval, storage check-out, and loading into vehicles.
• Maintain cleanliness of the lobby, living room, and bell storeroom, including daily polishing of bell carts.
• Report guest dissatisfaction, deficiencies, and safety or security concerns immediately to the Front Desk and Guest Services Manager.
• Comply with all property policies and assist other departments as business levels demand.

Experience & Qualifications

• High school diploma or equivalent.
• Previous hotel experience helpful.
• Familiarity with hotel fire and safety procedures and daily functions for appropriate guest direction.
• Proficiency in English required.
• Ability to work on feet, kneel, bend, and lift to 50 pounds, including in adverse outdoor conditions.
• Ability to handle a variety of tasks simultaneously with a cooperative and courteous attitude.
• Current driver's license with no violations.