Hotel Valet Captain - Hyatt Regency Indianapolis

Towne Park • Columbus, OH

1d • Onsite

About The Position

The Guest Service Captain orchestrates the hotel guest service experience and works alongside coworkers to ensure that 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 responding to critical issues and making judgment calls when urgent. For non-urgent matters, the Captain reports the facts to the manager and seeks direction.

The position provides guest-facing valet and bell services, including greeting guests, explaining parking and vehicle retrieval procedures, parking and retrieving vehicles, assisting with guest requests, and maintaining knowledge of hotel amenities and local attractions. It also supports the work group through example-setting, communication, routine task assignments, and assistance with shift staffing and administration. Accurate vehicle documentation, key security, revenue handling, shift reporting, and protection of guest information are important parts of the role.

The schedule is primarily during AM shift times. Most work is performed outdoors for extended periods, potentially for the entire shift, and employees may be exposed to extreme heat and cold. Travel of up to 5% may be required. The hourly base pay range is $10 per hour plus $5–$XX per hour in tips.

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.
• Able to speak, read, and write Standard English; read and comprehend simple instructions and short correspondence; 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 and understanding to follow written, oral, or diagrammed instructions.
• Able to add and subtract three-digit numbers; multiply and divide with 10s and 100s; and perform these operations using American currency.
• Able to understand 24-hour and military time systems and clearly understand rates applicable to elapsed time.
• Able to meet the physical requirements, including extended sitting or standing, walking, running, handling objects or controls, reaching, climbing stairs, balancing, and stooping, kneeling, crouching, or crawling.
• Able to exert up to 100 pounds of force occasionally, up to 50 pounds frequently, and up to 20 pounds constantly to move objects.

Responsibilities

• Maintain a pleasant, friendly, and professional demeanor; greet guests within 30 seconds and provide the site’s expected hospitality and greeting.
• Open vehicle and hotel doors, check in arriving guests, explain parking and retrieval procedures, and safely park and retrieve vehicles.
• Handle guest complaints and difficult situations with accuracy and composure.
• Use proper phone etiquette, remain in appropriate guest-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, meeting rooms, outlets, local attractions, and parking rates.
• Promote teamwork through effective communication and leading by example; lead the work group in guest service and assign routine roles or, when directed, non-ordinary roles.
• At the Account Manager’s direction, reduce staff during a shift if business conditions require it, using an approved method.
• Issue claim checks only after receiving vehicle keys and collect claim checks before issuing 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; 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 financial and identifying information.
• Assist the Account Manager with work schedules and notify associates of schedule changes or openings when asked.
• Identify and collect revenue for vehicles; complete cash drop slips, cash drop envelopes, shift reports, and other 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
• Career Level: Mid Level
• Education Level: High school or GED