Hotel Valet Captain - Westin Indianapolis

Towne Park • Indianapolis, IN

3d • $13 - $23 • Onsite

About The Position

The Guest Service Captain orchestrates the service experience for hotel guests while working alongside coworkers to ensure the site’s service standards are met or exceeded. Under the direction of the Account Manager, the role 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 expediency is a priority. For non-urgent issues, the captain reports the facts to the manager and seeks instruction.

The role provides guest-facing valet and hospitality services, including greeting guests, parking and retrieving vehicles, assisting with guest inquiries and room deliveries, and helping maintain accurate vehicle, revenue, and shift records. The captain leads by example, communicates with coworkers, and supports shift coordination under the Account Manager’s direction.

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.
• Ability to drive a manual-transmission vehicle.
• Ability to speak, read, and write Standard English; comprehend simple instructions and correspondence; and write simple correspondence.
• Ability to present information effectively in one-on-one and small-group situations.
• Ability to apply reasoning to carry out written, oral, or diagrammed instructions.
• Ability to add, subtract, multiply, and divide using American currency; understand 24-hour and military time; and understand rates based on elapsed time.

Responsibilities

• Maintain a pleasant, friendly, and professional demeanor with guests, client staff, and coworkers; greet guests promptly and deliver the site’s hospitality standards.
• Open vehicle and hotel doors, check in arriving guests, and explain vehicle parking and retrieval procedures.
• Park and retrieve vehicles safely and cautiously, while maintaining composure when handling complaints or difficult situations.
• Use proper phone etiquette, remain in appropriate service 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 facility, amenities, attractions, parking rates, and other relevant information.
• Promote teamwork and lead the work group in delivering guest service; assign routine roles and, when directed, assign non-routine roles or reduce staffing according to approved methods.
• Issue claim checks after receiving vehicle 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; check wheelchairs for safe operation before each use and clean them after each use.
• Protect guest confidentiality in accordance with HIPAA requirements and maintain the security of customer financial and identifying information.
• Assist the Account Manager with work schedules and notify associates of schedule changes or openings when requested.
• 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 are eligible to enroll in accident insurance, critical illness insurance, hospital indemnity insurance, and telemedicine benefits.
• Employees are eligible to enroll in the company’s 401(k) retirement savings plan.

What This Job Offers

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