Lead Valet Attendant - Mass General Hospital

Towne Park • Boston, MA

1d

About The Position

The Lead Valet Attendant coordinates the guest service experience while working alongside coworkers to meet or exceed the site’s 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 management role, but may require handling critical issues and making judgment calls when timely action is necessary. Non-urgent issues are reported to the manager with relevant facts and a request for direction.

The role provides valet and related guest assistance, including greeting guests, opening doors, explaining parking and retrieval procedures, and safely parking and retrieving vehicles. It also supports team coordination, shift administration, revenue handling, and the security and confidentiality of guest information. Work is performed primarily outdoors, potentially 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.
• Completion of 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.
• Valid driver’s license and clean driving record, maintained throughout employment.
• Ability to drive a manual transmission vehicle.
• Ability to speak, read, and write Standard English; comprehend simple instructions and correspondence; write simple correspondence; and present information effectively in one-on-one and small-group settings.
• Ability to apply reasoning and understanding to follow written, oral, or diagrammed instructions.
• Ability to add and subtract three-digit numbers, multiply and divide using 10s and 100s, and perform these operations with American currency.
• Ability to understand 24-hour and military time and clearly understand rates applicable to elapsed time.
• Ability to meet physical demands that include extended periods of sitting or standing; potentially running, walking, handling objects or controls, reaching, climbing stairs, balancing, stooping, kneeling, crouching, or crawling; and lifting or moving up to 100 pounds occasionally, 50 pounds frequently, or 20 pounds constantly.

Responsibilities

• Maintain a pleasant, friendly, and professional demeanor with guests, client staff, and coworkers; greet guests within 30 seconds and deliver the site’s hospitality standards.
• 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 with accuracy and composure.
• 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, attractions, parking rates, and other relevant information.
• Lead by example and communicate effectively to support teamwork and high levels of guest service.
• Assign coworkers to routine roles and, as directed by the Account Manager, assign non-ordinary roles or reduce staff during a shift using an approved method.
• Issue claim checks only after receiving vehicle keys and collect claim checks before returning 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 provide assistance rather than lift services to hotel or hospital guests; check wheelchairs for safe operation before use and clean them after use.
• 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, shift reports, and other paperwork accurately; 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