Valet Captain – Minneapolis Marriott & Rand Tower Hotel

Towne Park•Minneapolis, MN

2d•Onsite

About The Position

The Guest Service Captain orchestrates the hotel guest service experience and works alongside coworkers to ensure site service standards are met or exceeded. Under the direction of the Account Manager, the Captain performs coordination and administrative duties and provides troubleshooting or guidance when the manager is not on-site. The role is not a manager position, but may involve handling critical issues and making judgment calls when expediency is a priority. For non-urgent matters, the Captain reports the facts to the manager and seeks instruction. The position provides valet and guest services, including greeting guests, opening doors, checking in guests, parking and retrieving vehicles, assisting with bell services and guest inquiries, and maintaining knowledge of hotel facilities and local attractions. The Captain also leads coworkers by example, coordinates routine work assignments, supports scheduling and shift communications, and completes vehicle, revenue, and shift paperwork. The role requires a high school diploma or GED, at least six months of related experience or equivalent education and experience, a valid driver's license and clean driving record, and the ability to drive a manual transmission. The employee must complete Towne Park's Wheelchair Safety Training and pass a criminal background check, motor vehicle record check, and drug screen. Work is primarily outdoors, may involve exposure to extreme heat and cold, and may require travel up to 5%.

Requirements

High school diploma or general education degree (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 a clean driving record.
Ability to drive a manual-transmission vehicle.
Ability to speak, read, and write Standard English and to understand simple instructions, correspondence, and memos.
Ability to write simple correspondence and present information effectively in one-on-one and small-group situations.
Ability to apply reasoning to carry out written, oral, or diagram-based instructions.
Ability to perform basic arithmetic with three-digit numbers and American currency, understand 24-hour and military time, and understand rates based on elapsed time.
Ability to meet the physical requirements, including extended periods sitting or standing, walking and other movements, and lifting or exerting force as described in the posting.

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 expected hospitality.
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, assist with bell services and guest-room deliveries, and help guests with directions, taxis, reservations, and other inquiries.
Maintain detailed knowledge of the client's facility, including outlets, meeting rooms, amenities, local attractions, and parking rates.
Lead the work group in delivering guest service through example and effective communication; 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 vehicle claim checks only after receiving vehicle keys, collect claim checks before issuing keys, and complete vehicle ticket and damage-survey records.
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; offer a hand for assistance instead. Check wheelchairs for safe operation before each use and clean them after each use.
Protect guest confidentiality and customer financial and identifying information.
Assist the Account Manager with building work schedules and notify associates of schedule changes or openings as requested.
Identify and collect revenue for vehicles, complete cash drop slips and envelopes, prepare shift reports and paperwork, and reconcile revenue and tickets at the end of each shift.