Hotel Valet Captain - Hilton Cabana Miami Beach

Towne Park•Miami Beach, FL

4d•$19 - $24•Onsite

About The Position

The Guest Service Captain orchestrates the hotel guest service experience 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, troubleshooting, and providing 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 urgency requires. For nonurgent issues, the captain reports the facts to the manager and seeks direction. The captain delivers courteous, professional hospitality; assists guests with vehicles, bell services, directions, and inquiries; supports and coordinates coworkers; and completes valet documentation, revenue handling, shift reports, and related administrative work. The role is primarily outdoors and may require working outside for the entire shift, in 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.
Ability to drive a manual-transmission vehicle.
Ability to speak, read, and write Standard English; comprehend simple instructions, correspondence, and memos; and write simple correspondence.
Ability to present information effectively in one-on-one and small-group situations to guests, clients, and associates.
Ability to apply reasoning and understanding to carry out written, oral, or diagrammed instructions.
Ability to add and subtract three-digit numbers and multiply and divide with tens and hundreds, including using American currency.
Ability 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 arriving guests within 30 seconds and deliver the site’s expected hospitality standards.
Open vehicle and hotel doors; check in arriving guests and explain parking and vehicle retrieval procedures; park and retrieve vehicles cautiously; and handle guest complaints and difficult situations calmly.
Use proper phone etiquette, remain in designated areas when not assisting guests, provide room presentations for bell services, deliver and pick up items from guest rooms, and assist with directions, taxis, reservations, and other inquiries.
Maintain detailed knowledge of the client facility, including outlets, meeting rooms, amenities, local attractions, parking rates, and other pertinent information.
Lead by example and communicate effectively to promote teamwork and high guest-service standards; assign routine roles to associates and, as directed by the Account Manager, assign non-routine roles and reduce staffing when business conditions require.
Issue claim checks only after receiving vehicle keys and collect claim checks before issuing keys; accurately document vehicle and guest information, vehicle locations, damage surveys, and claim-check receipts; secure 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 each use and clean them afterward.
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 on the manager’s behalf.
Identify and collect revenue for vehicles; complete cash drop slips, envelopes, shift reports, and other shift paperwork accurately; and reconcile revenue and tickets at the end of each shift.