Hotel Valet Captain - Cadillac Hotel & Beach Club

Towne Park • Miami Beach, FL

6d • Onsite

About The Position

The Guest Service Captain orchestrates the service experience for hotel guests and works alongside coworkers to meet or exceed site service standards. 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 manager role, but may require handling critical issues and making timely judgment calls. For non-urgent issues, the Captain reports the facts to the manager and seeks direction.

The role provides valet and guest services, including greeting guests, opening doors, parking and retrieving vehicles, supporting bell services, and answering guest questions. It also helps coordinate staff and schedules, oversees accurate vehicle and revenue records, and completes shift paperwork. Work is primarily outdoors, sometimes for the entire shift, and may involve exposure to extreme heat and 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; understand simple instructions, correspondence, and memos; and write simple correspondence.
• Ability to present information effectively in one-on-one and small-group settings with guests, clients, and associates.
• Ability to apply reasoning and understanding to written, oral, or diagrammed instructions.
• Ability to add, subtract, multiply, and divide using three-digit numbers and tens and hundreds, including calculations with American currency.
• Ability to understand 24-hour and military time systems and rates applicable to elapsed time.
• Ability to meet the role's physical demands, including extended sitting or standing, occasional exertion of up to 100 pounds, frequent exertion of up to 50 pounds, and constant exertion of up to 20 pounds.

Responsibilities

• Maintain a pleasant, friendly, and professional demeanor with guests, client staff, and coworkers; acknowledge and greet guests within 30 seconds, use appropriate site greetings, and deliver the site's expected hospitality standards.
• Open vehicle and hotel doors, check in arriving guests, explain parking and vehicle retrieval procedures, and park and retrieve vehicles carefully.
• Handle guest complaints and difficult situations with accuracy and composure, including under pressure.
• Use proper phone etiquette, remain in appropriate areas when not assisting guests, provide bell services and room presentations, deliver and pick up guest items, and assist with directions, taxis, reservations, and other inquiries.
• Maintain detailed knowledge of the facility, including outlets, meeting rooms, amenities, nearby attractions, parking rates, and other pertinent information.
• Promote teamwork and lead by example in delivering guest service; assign routine roles to associates and, as directed by the Account Manager, assign non-routine roles or reduce staffing when business conditions require.
• Issue claim checks only 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 and instead offer 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 safeguard customer financial and identifying information.
• Assist the Account Manager with work schedules and notify associates of schedule changes or openings as requested.
• Identify and collect revenue for vehicles, complete cash drop slips and envelopes, prepare accurate shift reports and paperwork, and reconcile revenue and tickets at the end of each shift.

Benefits

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

What This Job Offers

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