Lead Valet – Hilton Anaheim

Towne Park•Anaheim, CA

10d•Onsite

About The Position

The Lead Valet, described in the posting as a Guest Service Captain, orchestrates hotel guests’ service experience and works 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 Guest Service Captain is not a manager, but may address critical issues and make judgment calls when prompt action is necessary. For nonurgent issues, the employee reports the facts to the manager and seeks instruction. The role provides guest-facing valet and bell services, including greeting guests, opening doors, checking guests in, parking and retrieving vehicles, assisting with luggage and other requests, and responding to inquiries. The Lead Valet also supports team coordination, vehicle and key security, revenue collection and reconciliation, scheduling communications, and shift paperwork. Work is scheduled Monday through Sunday, is primarily outdoors for extended periods, 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.
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.
Maintain a valid driver’s license and clean driving record.
Ability to drive a manual-transmission vehicle.
Ability to speak, read, and write Standard English; comprehend simple instructions, correspondence, and memos; and write simple correspondence.
Ability to present information effectively in one-on-one and small-group situations with guests, clients, and associates.
Ability to apply reasoning and understanding to follow written, oral, or diagrammed instructions.
Ability to add and subtract three-digit numbers, multiply and divide with 10s and 100s, and perform these operations using American currency.
Ability to understand 24-hour and military time systems and rates applicable to elapsed time.
Ability to meet the physical demands of the position, including extended periods sitting or standing, walking, occasional running, climbing stairs, and lifting or moving objects.

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 safely and cautiously.
Handle guest complaints and difficult situations with accuracy and composure.
Use proper phone etiquette, provide bell services and assistance with guest-room deliveries and pickups, and help guests with directions, taxis, reservations, and other inquiries.
Maintain detailed knowledge of the client facility, including outlets, meeting rooms, amenities, area attractions, parking rates, and other pertinent information.
Lead by example and communicate effectively to support teamwork and high levels of guest service; assign routine roles and, as directed, non-ordinary roles to coworkers.
At the Account Manager’s direction, reduce staffing during a shift when business conditions require it, using an approved method.
Issue claim checks after receiving vehicle keys, collect claim checks before issuing 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 and instead offer a hand for assistance; check wheelchairs for safe operation before use and clean them after use.
Protect guest confidentiality in accordance with HIPAA requirements and secure customers’ financial and identifying information.
Assist the Account Manager with building 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, and reconcile revenue and tickets at the end of each shift.