Lead Valet Attendant - Mass General Hospital

Towne Park • Boston, MA

10d

About The Position

The Lead Valet Attendant orchestrates the guest service experience while working with 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 management role, but the attendant may address critical issues and make judgment calls when prompt action is needed. Non-urgent issues are reported to the manager with the relevant facts and a request for direction.

The attendant welcomes guests, explains parking and retrieval procedures, parks and retrieves vehicles, supports guest inquiries and bell services, and helps lead coworkers in delivering high-quality service. The role also includes managing vehicle tickets and keys, protecting guest information, assisting with staff scheduling, collecting and reconciling revenue, and completing shift paperwork.

This is a full-time position with shifts listed as 6:00 a.m.–2:30 p.m. and 10:00 a.m.–6:30 p.m. The work is primarily outdoors, potentially for the entire shift, and may involve extreme heat or cold. Travel of up to 5% may be required. Hourly base pay is $18 plus tips.

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.
• Valid driver’s license and clean driving record, which must be maintained.
• Ability to drive a manual transmission vehicle.
• Ability to speak, read, and write Standard English and to understand and carry out written, oral, or diagrammed instructions.
• Ability to communicate information effectively in one-on-one and small-group situations with guests, clients, and associates.
• Ability to perform basic arithmetic using American currency and understand 24-hour and military time systems and rates based on elapsed time.
• Ability to meet the physical demands of the job, including extended sitting or standing, walking, occasional running, climbing stairs, and lifting or exerting force as described in the posting.

Responsibilities

• Maintain a pleasant, friendly, and professional demeanor with guests, client staff, and coworkers; acknowledge and 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 safely and cautiously.
• Handle guest complaints and difficult situations with accuracy and composure; use proper phone etiquette and remain in appropriate areas when not assisting guests or completing other duties.
• Provide bell services, including room presentations and delivery or pickup of items; assist guests with directions, taxis, reservations, and other inquiries; maintain knowledge of the facility and local attractions.
• Lead the work group by example and through effective communication; assign routine roles and, as directed, non-routine roles; reduce staffing during a shift when directed and business conditions require it.
• Issue vehicle claim checks after receiving keys and collect claim checks before returning keys; complete vehicle and damage documentation; secure keys on a belt clip or in a locked key box.
• Ensure staff do not provide lift services to guests; check wheelchairs for safe operation before use and clean them after use; protect guest confidentiality and the security of 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 documentation, shift reports, and other paperwork; reconcile revenue and tickets at the end of each shift.

Benefits

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

What This Job Offers

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