Hotel Valet Captain - Hilton Cabana Miami Beach

Towne Park • Miami Beach, FL

3d • Onsite

About The Position

The Guest Service Captain coordinates the hotel guest service experience and works with coworkers to ensure site service standards are met or exceeded. Under the direction of the Account Manager, the Captain performs coordination and administrative duties and provides troubleshooting or guidance when the manager is not on-site. The role is not a management position, but may involve handling critical issues and making timely judgment calls. For non-urgent issues, the Captain reports the facts to the manager and seeks direction.

The Captain welcomes guests, assists with hotel and vehicle access, parks and retrieves vehicles, provides information and bell services, and helps lead coworkers in delivering guest service. The role also includes managing valet tickets and keys, safeguarding guest information, supporting scheduling, collecting and reconciling revenue, and completing shift paperwork. Work is primarily outdoors and may involve exposure to extreme heat or cold.

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.
• Pass a criminal background check, motor vehicle record check, and drug screen.
• Complete the Wheelchair Safety Training course provided by Towne Park.
• Maintain a valid driver’s license and clean driving record.
• Ability to drive a manual transmission.
• Ability to speak, read, and write Standard English and understand simple instructions, correspondence, and memos.
• Ability to write simple correspondence and present information effectively in one-on-one and small-group situations.
• Ability to apply reasoning and understanding to follow written, oral, or diagrammed instructions.
• Ability to add and subtract three-digit numbers, multiply and divide with tens and hundreds, and perform calculations using American currency.
• Ability to understand 24-hour and military time systems and 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 expected hospitality standards.
• Open vehicle and hotel doors, check in arriving guests, and explain vehicle parking and retrieval procedures.
• Park and retrieve vehicles slowly and cautiously, while maintaining composure and accuracy when addressing 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 knowledge of the facility, amenities, attractions, parking rates, and other relevant information.
• Promote teamwork and lead by example in delivering guest service; assign routine roles and, as directed by the Account Manager, assign non-routine roles or reduce staffing according to business conditions and approved methods.
• Issue claim checks only after receiving vehicle keys and collect claim checks before returning keys; 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; offer a hand for assistance only. Check wheelchairs for safe operation before each use and clean them after each use.
• Protect guest confidentiality in accordance with HIPPA requirements and safeguard 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 documentation, 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: Entry Level
• Education Level: High school or GED