Guest Service Captain - Westin Austin at the Domain

Towne Park • Austin, TX

2d • $12 - $15

About The Position

The Guest Service Captain orchestrates the service experience for hotel guests and works alongside coworkers to ensure site service standards are met or exceeded. Under the direction of the Account Manager, the position includes coordination and administrative duties, troubleshooting, and providing guidance when the manager is not on-site. The Captain is not a manager, but may handle critical issues and make judgment calls when prompt action is needed. For non-urgent issues, the Captain reports the facts to the manager and seeks direction.

The role provides hospitality and guest assistance, including handling vehicles, supporting bell services, answering questions, coordinating coworkers, and completing shift records and revenue reconciliation. Most work is performed outdoors, potentially for the entire shift, in conditions that may include extreme heat or cold. Travel of up to 5% may be required.

Requirements

• High school diploma or GED.
• At least 18 years of age and able to pass a criminal background check, motor vehicle record check, and drug screen.
• Complete the Wheelchair Safety Training course provided by Towne Park.
• Six months of related experience and/or training, or an equivalent combination of education and experience.
• Maintain a valid driver's license and clean driving record.
• Able to drive a manual-transmission vehicle.
• Able to speak, read, and write Standard English; comprehend simple instructions, correspondence, and memos; and write simple correspondence.
• Able to present information effectively in one-on-one and small-group situations with guests, clients, and associates.
• Able to apply reasoning to carry out written, oral, or diagrammed instructions.
• Able to add and subtract three-digit numbers and multiply and divide with tens and hundreds, including using American currency.
• Able to understand 24-hour and military time systems and clearly understand rates applicable to elapsed 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 vehicle retrieval procedures, and park and retrieve vehicles safely.
• Handle guest complaints and difficult situations with accuracy and composure.
• Use proper phone etiquette, remain in appropriate guest-facing areas when not assisting guests, and provide bell services, including delivering and picking up items from guest rooms.
• Assist guests with directions, taxis, reservations, and other inquiries; maintain detailed knowledge of the client facility, amenities, nearby attractions, parking rates, and other relevant information.
• Lead by example and communicate effectively to support teamwork and high levels of guest service; assign routine roles and, as directed, non-routine roles to coworkers.
• At the Account Manager's direction, reduce staffing during a shift when business conditions require, using an approved method.
• Issue vehicle claim checks only after receiving keys, collect claim checks before returning keys, and complete vehicle ticket information, damage surveys, and claim-check receipts.
• Secure vehicle keys on a belt clip or in a locked key box.
• Ensure staff do not provide lift services to hotel or hospital guests and offer only a hand for assistance; check wheelchairs for safe operation before use and clean them after use.
• Protect guest confidentiality in accordance with HIPAA requirements and safeguard customer financial and identifying information.
• Assist the Account Manager with work schedules and notify coworkers of schedule changes or openings on the manager's behalf.
• Identify and collect revenue for vehicles; complete cash drop slips, envelopes, shift reports, and other shift paperwork accurately; reconcile revenue and tickets at the end of each shift.

Benefits

• Employees may enroll in accident insurance, critical illness insurance, hospital indemnity insurance, and telemedicine benefits, subject to eligibility and plan terms.
• Employees may enroll in the company's 401(k) retirement savings plan, subject to eligibility and plan terms.

What This Job Offers

• Job Type: Full-time
• Education Level: High school or GED