Arrival Services Supervisor - Hilton Norfolk The Main

Goldkey•Norfolk, VA

19h

About The Position

Supervise and work together with the line level staff in the daily operations of the Valet, bell and door areas to achieve customer satisfaction, quality service, and financial goals and to maintain compliance with corporate/franchise policies and procedures, and applicable federal, state and local regulations.

Requirements

One to two years employment in the commercial garage/auto parking business
1-2 years professional driving related experience preferred.
A minimum of 1 year supervisory/management experience required.
Requires technical knowledge of garage operations.
Requires knowledge of policies and procedures and the ability to determine courses of action based on these guidelines.
Must posses oral and written communication skills for supervision and providing guest services are important
Can safely operate both manual & automatic vehicles.
Must be at least 18 years of age and possessed a United States driver’s license for a minimum of 3 years with proof of a clean DMV record.
MUST BE WILLING TO WORK LATE NIGHTS

Responsibilities

Understand the needs of the shift, deploy resources and communicate the plan to the staff department so that products and services are delivered timely and to the department’s specifications.
Use the department’s Job Skill Handbooks to consistently coach and train Associates.
Use the approved tools and checklists to set daily expectations for each Associate and ensure completion of the assigned tasks.
Provide daily motivation and encouragement to motivate each Associate and create the environment and teamwork for excellent service.
Monitor daily time and attendance including clock in and out to ensure daily labor budget is met. Make adjustments as needed to respond to call offs or changes in forecasted business volume.
Follow Service Recovery guidelines to ensure that guest concerns are resolved to complete satisfaction. Understand and escalate guest concerns when necessary.
Champion Gold Key/PHR’s service culture, “The Keys to Making it Right” to proactively focus Associates on what matters most to lead in guest satisfaction for the brand, our market competitors and on social media.
Constant inspection of your assigned areas of responsibility to ensure alignment with standards, specifications and inventories, which include cleanliness, environment/sense of place and guest experience; deploy corrective action or resources when necessary.
Proactively manage safety and security procedures to prevent accidents, ensure healthy environments for both Associates and Guests.
Ensure individual compliance with all Gold Key|PHR, Brand and state or federal training requirements for your role to include new hire, certification and re-certification as needed.
Other duties as assigned.
Work with the Hospitality Manager and Managing Director to maximize revenue and minimize expenses while providing the highest level of guest service during their scheduled shift.
Watch the balance of spaces used verses cost of additional parking, making decisions on which cars to accept when in a non-revenue situation because of high usage.
The Supervisor position will be a working position functioning both as a supervisor and a valet attendant
Function as the shift leader handling any guest comments or claims while providing parking service to all guests
Greet customers, park and secure vehicles, including locking doors and closing all hatches and windows
Function as a key associate providing the 1st impression of the hotel to each guest
Manage the maintenance and sanitation of the garage during the shift to ensure a safe work environment, compliance with applicable regulations and protection of the physical asset
Perform the tasks of employees supervised when needed to facilitate service and for training purposes
Create weekly schedules in accordance with budgeted staffing guidelines while maximizing the guest experience.
Supervise and assist doorperson and bellstaff as needed.
Conduct daily pre-shift meetings to ensure Associates are aware of all events and needs.
Act as driver for company vehicles as needed. Responsible for the maintenance of any vehicles, bicycles, golf carts etc.
Work with designated Director or Manager to maximize revenue & minimize expenses while providing the highest level of guest service during their scheduled shift.
Greet customers, park & secure vehicles, including locking doors & closing all hatches & windows.
Provide guest services in a highly professional manner exceeding guest expectations at all times by creating the WOW experience.
Perform the duties of Valet Cashier in his/her absence
Ability to give and make correct change to valet attendants and guests when needed.
Oversee and supervise all valet staff.
Conduct orientation training with new associates
Focus on providing world-class service for every guest at every opportunity. Train, mentor and nurture your associates to remember the guests needs come first. Create the "WOW" factor at their first impression - arrival at the hotel.
Be aware of VIP guests and communicate this to staff
Function as the shift leader handling any guest comments or claims while providing parking service to all guests.
Watch the balance of spaces used verses cost of additional parking, making decisions on which cars to accept when in a non-revenue situation because of high usage.
Must be able to accept money from valet attendants or guests and make correct change.
Manage the maintenance & sanitation of the garage during the shift to ensure a safe work environment, compliance with applicable regulations & protection of the physical asset.
Perform the tasks of employees supervised when needed to facilitate service & for training purposes.
Coach and Counsel staff when needed in a way to assist with their development
Ensure associates are in 100% compliance to uniform standards
Assist doorperson & bell staff as needed.
Able to work a flexible schedule including weekends and holidays as required.
Successfully complete other duties as assigned.