Hotel Valet Captain - Westin Indianapolis

Towne Park•Indianapolis, IN

1d•Onsite

About The Position

The Guest Service Captain orchestrates the service experience for hotel guests and works alongside coworkers to ensure the site’s 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. This is not a manager role, but the captain 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 on how to proceed. The role provides valet and guest services, including greeting guests, opening doors, explaining parking and retrieval procedures, parking and retrieving vehicles, assisting with bell services and guest inquiries, and maintaining knowledge of hotel facilities and local attractions. The captain also leads coworkers by example, coordinates certain work assignments, and completes vehicle, cash, revenue, and shift documentation. The position requires outdoor work for extended periods, potentially for the entire shift, in extreme heat or cold. Travel of up to 5% may be required. The hourly base pay range is $13 per hour plus $5–$10 per hour in tips. Employees may be eligible to enroll in accident, critical illness, hospital indemnity, and telemedicine benefits, as well as the company’s 401(k) plan; eligibility depends on job classification, length of employment, and hours worked.

Requirements

High school diploma or GED.
At least 18 years of age.
Pass a criminal background check, motor vehicle record (MVR) 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 a clean driving record.
Ability to drive a manual-transmission vehicle.
Ability to speak, read, and write Standard English; understand simple instructions and short correspondence; 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 perform basic arithmetic with three-digit numbers, American currency, and rates based on elapsed time, and to understand 24-hour and military time.
Ability to talk or hear regularly; sit or stand for extended periods; and, as needed, run, walk, handle or feel objects, tools, or controls, reach, climb stairs, balance, stoop, kneel, crouch, or crawl.
Required vision abilities include close, distance, color, and peripheral vision, depth perception, and the ability to adjust focus.
Ability to exert up to 100 pounds of force occasionally, 50 pounds frequently, and 20 pounds constantly to move objects.

Responsibilities

Maintain a pleasant, friendly, and professional demeanor with guests, client staff, and coworkers; greet guests within 30 seconds using the appropriate greeting.
Participate in “The Show” and deliver “Aggressive Hospitality” to guests.
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 accuracy and composure when handling complaints or difficult situations.
Use proper phone etiquette, remain in appropriate areas when not assisting guests, and provide bell services, including room presentations and delivery or pickup of items.
Assist guests with directions, taxis, reservations, and other inquiries, and maintain detailed knowledge of the facility, amenities, attractions, parking rates, and other pertinent information.
Promote teamwork through example and effective communication; lead the work group in providing guest service and assign routine or, at the Account Manager’s direction, non-ordinary roles.
At the Account Manager’s direction, reduce staffing during a shift when business conditions dictate, using an approved method.
Issue claim checks only after receiving vehicle keys, collect claim checks before issuing keys, and complete vehicle ticket and damage-survey information.
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 only a hand for assistance. Check wheelchairs for safe operation before each use and clean them afterward.
Protect guest confidentiality and the security of customer financial and identifying information in accordance with HIPPA requirements.
Assist the Account Manager with work schedules and notify coworkers of schedule changes or openings on the manager’s behalf.
Identify and collect revenue for vehicles; complete accurate cash-drop documentation, shift reports, and other shift paperwork; reconcile revenue and tickets at the end of each shift.