Valet Captain - The University of Kansas Hospital

Towne Park•Kansas City, KS

About The Position

The Valet Captain orchestrates the guest service experience and works alongside coworkers to ensure site service standards are met or exceeded. 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 prompt action is a priority. For non-urgent issues, the Captain reports the facts to the manager and seeks direction. The role provides guest-facing valet and hospitality services, including greeting guests, explaining parking and vehicle retrieval procedures, parking and retrieving vehicles, assisting with bell services and inquiries, and maintaining knowledge of the facility and nearby attractions. The Captain leads coworkers by example, supports shift coordination, and completes vehicle, revenue, and shift records accurately. The work schedule can include AM/PM shift times. Most work is performed outdoors for extended periods, potentially for the entire shift, in conditions that may include 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.
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, perform these operations using American money, understand 24-hour and military time, and understand rates applicable to elapsed time.
Ability to talk and hear; sit or stand for extended periods; and potentially run, walk, handle or feel objects, tools, or controls, reach, climb stairs, balance, stoop, kneel, crouch, or crawl.
Ability to exert up to 100 pounds of force occasionally, up to 50 pounds frequently, and up to 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 expected 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 and assist guests with directions, taxis, reservations, and other inquiries.
Provide bell services, including presenting room services and delivering or picking up items from guest rooms; maintain detailed knowledge of the facility, amenities, attractions, and parking rates.
Promote teamwork through example and effective communication; lead the work group in providing guest service and assign routine or, when directed, non-routine roles to coworkers.
At the Account Manager's direction, assist with staffing adjustments during a shift and help build work schedules; notify associates of schedule changes or openings on the manager's behalf.
Issue claim checks only 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 and instead offer a hand for assistance; check wheelchairs for safe operation before each use and clean them after use.
Protect guest confidentiality in accordance with HIPPA requirements and safeguard customer financial and identifying information.
Identify and collect revenue for vehicles; complete cash drop slips, cash drop envelopes, shift reports, and other paperwork accurately; reconcile revenue and tickets at the end of each shift.