Lead Valet – Hilton Anaheim

Towne Park•Anaheim, CA

11d•Onsite

About The Position

The Lead Valet 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 includes coordination and administrative duties, troubleshooting, and providing guidance when the manager is not on-site. The Lead Valet is not a manager but may handle critical issues and make judgment calls when prompt action is necessary. For non-urgent issues, the Lead Valet reports the facts to the manager and seeks direction. The position provides attentive hospitality, assists guests with vehicles and hotel services, supports coworkers, and handles valet records and revenue. Work is primarily outdoors and may continue outdoors for the full shift, including in extreme heat or 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 (MVR) check, and drug screen.
Complete Towne Park's Wheelchair Safety Training course.
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 diagrammatic instructions.
Ability to add and subtract three-digit numbers and multiply and divide with tens and hundreds, including using American currency.
Ability to understand 24-hour and military time systems and clearly understand rates applicable to elapsed time.
Ability to meet the stated physical demands, including extended sitting or standing, movement such as walking or running, and lifting or exerting force as described.

Responsibilities

Maintain a pleasant, friendly, and professional demeanor with guests, client staff, and coworkers; greet arriving guests within 30 seconds and deliver the site's service standards.
Open vehicle and hotel doors; check in arriving guests and explain parking and retrieval procedures; park and retrieve vehicles cautiously; handle complaints and difficult situations calmly.
Use proper phone etiquette, remain in appropriate areas when not assisting guests, provide bell services and deliver or pick up items from guest rooms, and help with directions, taxis, reservations, and other inquiries.
Maintain detailed knowledge of the client facility, including outlets, meeting rooms, amenities, local attractions, parking rates, and other relevant information.
Promote teamwork and lead by example; guide coworkers in guest service, assign routine roles, assign non-routine roles at the Account Manager's direction, and reduce staffing during a shift at the manager's direction using an approved method.
Issue claim checks only after receiving vehicle keys and collect claim checks before returning keys; complete vehicle tickets and related records, including key tags, guest folios, vehicle locations, damage surveys, and claim-check receipts; secure keys on a belt clip or in a locked key box.
Ensure staff do not provide lift services to hotel or hospital guests and offer only a hand for assistance; inspect wheelchairs for safe operation before use and clean them after use.
Protect guest confidentiality in accordance with HIPAA requirements and safeguard customers' financial and identifying information.
Assist the Account Manager with work schedules and notify associates of schedule changes or openings when asked.
Identify and collect revenue for vehicles; complete cash drop slips, envelopes, shift reports, and other shift paperwork accurately; reconcile revenue and tickets at the end of each shift.