Lead Valet Attendant – Hilton Vacation Club Lake Tahoe

Towne Park • South Lake Tahoe, CA

10d

About The Position

The Lead Valet Attendant, described in the posting as a Guest Service Captain, orchestrates the hotel guest service experience while working with coworkers to meet or exceed site service standards. Under the direction of the Account Manager, the role also involves coordination and administrative duties, troubleshooting, and guidance when the manager is not on-site. The position is not a management role, but may require handling critical issues and making judgment calls when expediency is important. Non-urgent issues are reported to the manager with relevant facts and a request for direction.

The role provides welcoming and professional guest assistance, including opening doors, checking in arriving guests, explaining parking and vehicle retrieval procedures, parking and retrieving vehicles, and assisting with bell services and guest inquiries. The Lead Valet Attendant helps lead coworkers by example, supports guest-service standards, and may assign routine or other duties as directed by the Account Manager. Administrative work includes maintaining vehicle and claim-check records, securing keys, tracking revenue, completing shift reports, and reconciling revenue and tickets.

The position requires a high school diploma or GED, at least six months of related experience or training (or an equivalent combination of education and experience), a valid driver’s license and clean driving record, and the ability to drive a manual-transmission vehicle. Employees must complete Towne Park’s Wheelchair Safety Training and pass a criminal background check, motor vehicle record check, and drug screen. Work is primarily outdoors, sometimes for the entire shift, and may involve extreme heat or cold. Travel of up to 5% may be required.

Requirements

• High school diploma or general education degree (GED).
• At least 18 years of age.
• Six months of related experience and/or training, or an equivalent combination of education and experience.
• Valid driver’s license and clean driving record.
• Ability to drive a manual-transmission vehicle.
• Ability to pass a criminal background check, motor vehicle record check, and drug screen.
• Must complete Towne Park’s Wheelchair Safety Training course.
• 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 follow written, oral, or diagrammed instructions using reasoning and understanding.
• 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 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.
• Open vehicle and hotel doors, check in arriving guests, explain parking and retrieval procedures, and park and retrieve vehicles slowly and cautiously.
• Handle guest complaints and difficult situations accurately and calmly, including under pressure.
• Use proper phone etiquette, remain in appropriate service areas when not assisting guests, provide 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’s facility, amenities, meeting rooms, outlets, local attractions, parking rates, and other relevant information.
• Lead coworkers by example, communicate effectively, promote teamwork, and help the work group deliver high levels of guest service.
• Assign coworkers to routine roles and, when directed by the Account Manager, assign non-routine roles or reduce staffing during a shift 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; offer a hand for assistance only. Check wheelchairs for safe operation before each use and clean them after each use.
• Protect guest confidentiality under HIPAA requirements and safeguard customers’ financial and identifying information.
• Assist the Account Manager with work schedules and notify coworkers of schedule changes or openings when requested.
• Identify and collect revenue for vehicles, complete cash drop slips and envelopes, prepare shift reports and other paperwork accurately, 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.
• Eligible employees may enroll in the company’s 401(k) retirement savings plan.

What This Job Offers

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