Guest Service Captain - Westin Austin at the Domain

Towne Park•Austin, TX

1d•Onsite

About The Position

The Guest Service Captain orchestrates hotel guest service and works alongside coworkers to ensure site service standards are met or exceeded. Under the direction of the Account Manager, the role includes coordination and administrative duties and providing troubleshooting or guidance when the manager is not on-site. The position is not a management role, but may involve handling critical issues and making judgment calls when prompt action is necessary. For non-urgent issues, the Captain reports the facts to the manager and seeks direction. The role involves guest-facing hospitality and valet work, including greeting and assisting guests, parking and retrieving vehicles, providing bell services, and responding to guest inquiries. The Captain also helps coordinate coworkers and schedules, handles vehicle tickets and keys, supports revenue collection and reconciliation, and completes shift documentation. Work is primarily outdoors and may be exposed to extreme heat or cold. Travel of up to 5% may be required.

Requirements

High school diploma or GED.
At least 18 years of age.
Six months of related experience and/or training, or an equivalent combination of education and experience.
Valid driver’s license and clean driving record, which must be maintained.
Ability to drive a manual transmission vehicle.
Ability to pass a criminal background check, motor vehicle record (MVR) check, and drug screen.
Completion of the Wheelchair Safety Training course provided by Towne Park.
Ability to speak, read, and write Standard English; comprehend simple instructions and short correspondence; and write simple correspondence.
Ability to present information effectively in one-on-one and small-group situations with guests, clients, and associates.
Ability to apply reasoning to follow written, oral, or diagram-based instructions.
Ability to perform basic arithmetic with three-digit numbers, American currency, and time-based rates, and understand 24-hour and military time.

Responsibilities

Maintain a pleasant, friendly, and professional demeanor with guests, client staff, and coworkers; greet guests within 30 seconds and deliver the site’s hospitality standards.
Open vehicle and hotel doors, check in arriving guests, explain parking and retrieval procedures, and park and retrieve vehicles cautiously.
Use proper phone etiquette, assist with bell services and delivery or pickup of items, and help guests with directions, taxis, reservations, and other inquiries.
Maintain detailed knowledge of the client facility, including amenities, outlets, meeting rooms, local attractions, and parking rates.
Lead by example and communicate effectively; help lead coworkers in providing guest service, assign routine roles, and assign non-routine roles when directed by the Account Manager.
Reduce staffing during a shift using an approved method when directed by the Account Manager and business conditions require it.
Issue vehicle claim checks only after receiving vehicle keys, collect claim checks before returning keys, complete vehicle and damage documentation, and secure keys.
Ensure staff do not provide lift services; check wheelchairs for safe operation before each use and clean them after each use.
Protect guest confidentiality under HIPAA requirements and safeguard customer financial and identifying information.
Assist the Account Manager with work schedules and notify associates of schedule changes or openings on the manager’s behalf.
Identify and collect revenue for vehicles, complete cash drop documentation, prepare shift reports and paperwork, and reconcile revenue and tickets at the end of each shift.
Handle urgent guest issues when needed and report non-urgent matters to the Account Manager with relevant facts and a request for direction.