Lead Valet Attendant - Charlotte Marriott City Center

Towne Park•Charlotte, NC

7d•Onsite

About The Position

The Lead Valet Attendant orchestrates the service experience for hotel guests while working alongside coworkers to ensure site service standards are met or exceeded. Under the direction of the Account Manager, the position includes coordination and administrative duties, and providing troubleshooting or guidance when the manager is not on-site. The role is not a management position, but may involve handling critical issues and making judgment calls when expediency is important. For non-urgent issues, the attendant reports the facts to the manager and seeks instruction. The role provides guest-facing valet and bell services, supports coworkers in delivering high-quality service, and helps coordinate shift operations. It also involves secure and accurate handling of vehicles, keys, claims, revenue, and shift paperwork. Work is primarily outdoors for extended periods, potentially for the full shift, and may involve exposure to extreme heat or cold. Travel of up to 5% may be required.

Requirements

High school diploma or 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; must pass a criminal background check, motor vehicle record check, and drug screen.
Ability to drive a manual-transmission vehicle.
Ability to speak, read, and write Standard English and understand and communicate simple information.
Ability to present information effectively in one-on-one and small-group situations.
Ability to understand and carry out written, oral, or diagrammed instructions.
Ability to perform basic arithmetic using American money, understand 24-hour and military time, and understand rates based on elapsed time.
Must complete the Wheelchair Safety Training course provided by Towne Park.

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 with accuracy and composure.
Use proper phone etiquette, remain in appropriate areas when not assisting guests, and provide bell services, including presenting rooms and delivering or collecting items from guest rooms.
Assist guests with directions, taxis, reservations, and other inquiries; maintain detailed knowledge of the facility, amenities, attractions, parking rates, and other pertinent information.
Lead by example and communicate effectively to support teamwork and high levels of guest service.
Appoint coworkers to routine roles and assign non-routine roles as directed by the Account Manager; reduce staffing during a shift when business conditions require, using an approved method and at the manager’s direction.
Issue claim checks 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; check wheelchairs for safe operation before use and clean them after each use.
Protect guest confidentiality and 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 and envelopes, shift reports, and other paperwork accurately; reconcile revenue and tickets at the end of each shift.