Resort Valet Captain - The Belgrove Resort

Overview The Guest Service Captain orchestrates the service experience for hotel guests while working alongside coworkers to ensure that the site’s service standards are met or exceeded. Under the direction of the Account Manager, the Guest Service Captain has additional duties involving coordination and administration, and may handle critical issues requiring judgment calls. Essential Functions Maintains a pleasant, friendly and professional demeanor with all guests, client staff members and coworkers; acknowledges and greets guests within 30 seconds of arrival (20%). Opens all vehicle and hotel doors for guests, checks in arriving guests, explains parking and retrieval procedures, parks and retrieves vehicles while driving slowly and cautiously, maintaining accuracy and composure under pressure to handle complaints (20%). Uses proper phone etiquette, posts in appropriate areas when not assisting guests, conducts effective room presentation when providing bell services, assists with delivery and pick‑up of items to guest rooms, assists guests with directions, taxis, reservations and other inquiries; maintains detailed knowledge of the client’s facility and local attractions (10%). Promotes a teamwork philosophy through leading by example and effective communication skills; leads the work group in delivering high levels of guest service; assigns coworkers to routine roles and reduces staff during the shift if business conditions dictate, using an approved method (15%). Issues claim checks to guests only after receiving vehicle keys and collects vehicle claim checks from all guests prior to issuing keys; completes ticket information including key tag, guest folio and location of vehicle, damage surveys and claim check receipt for all vehicles taken into the valet system; secures all keys on a belt clip or in a locked key box (15%). Ensures staff do not provide “lift” services to any hotel or hospital guest, only offering a hand for assistance; checks wheelchairs for safe operation prior to each use and cleans wheelchairs after each use; protects guest confidentiality in accordance with HIPAA requirements; maintains the security of customer financial and identifying information (10%). Assists the Account Manager as needed to build work schedules and makes calls on behalf of the manager to notify fellow associates of schedule changes or openings; identifies and collects revenue for all vehicles; completes accurate cash drop slips and cash drop envelopes; completes the shift report and other shift paperwork with detail and accuracy; reconciles revenue and tickets at the end of every shift (10%). Qualifications Education: High school diploma or general education degree (GED). Licensure, Certification, etc.: Must be at least 18 years of age and be able to pass a criminal background, MVR and drug screen; must complete the Wheelchair Safety Training course provided by Towne Park. Work Experience: Six (6) months related experience and/or training; or an equivalent combination of education and experience. Knowledge: Must have and maintain a valid driver’s license and clean driving record; must be able to drive a manual transmission; must be able to speak, read and write Standard English language; must be able to read and comprehend simple instructions, short correspondence and memos; must be able to write simple correspondence; must be able to effectively present information in one‑on‑one and small group situations to guests, clients and associates; must be able to apply reasoning and understanding to carry out instructions furnished in written, oral, or diagram form; must be able to add and subtract three‑digit numbers and to multiply and divide with tens and hundreds; must be able to understand 24‑hour and military time systems; must be able to clearly understand rates applicable to time passed. Compensation The hourly base pay range for this position is $14 per hour plus $5‑$10 per hour in tips. Work Schedule The work schedule mainly consists of PM shifts (2pm–11pm). Travel up to 5% may be required. Benefits Employees are eligible to enroll in accident insurance, critical illness insurance, hospital indemnity insurance, and telemedicine benefits; also eligible for the company’s 401(k) retirement savings plan. Eligibility depends on job classification, length of employment, and number of hours worked. Seasonal and temporary roles are not eligible for the above benefits. Equal Opportunity Employment Towne is an affirmative action, equal opportunity and E‑Verify participating employer, and encourages applications from all qualified individuals, including those with disabilities and veterans. Towne will consider for employment qualified applicants with arrest and conviction records. Towne complies with federal and state disability laws and makes reasonable accommodations for applicants and employees with disabilities. If you need a reasonable accommodation, please contact our Human Resources Support Center. #J-18808-Ljbffr Towne Park LLC