Valet Captain – Minneapolis Marriott & Rand Tower Hotel

Towne Park • Minneapolis, MN

3d • Onsite

About The Position

The Valet Captain orchestrates the hotel guest service experience and works alongside coworkers to meet or exceed the site’s service standards. Under the direction of the Account Manager, the captain also coordinates and administers work, troubleshoots issues, and provides guidance when the manager is not on-site. This is not a manager position, though it may involve responding to critical issues and making judgment calls when prompt action is important. For non-urgent issues, the captain reports the facts to the manager and seeks direction.

The role includes welcoming guests, handling vehicle check-in, parking and retrieval, supporting bell services, sharing information about the property and surrounding area, and helping lead coworkers in delivering service. The captain also completes valet documentation, safeguards keys and guest information, assists with scheduling communications, and reconciles revenue and shift paperwork. Work is primarily outdoors, sometimes for an entire shift, and may involve 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 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; must be maintained.
• Ability to drive a manual-transmission vehicle.
• Ability to speak, read, and write Standard English; comprehend simple instructions and short correspondence; write simple correspondence; and present information effectively in one-on-one and small-group situations.
• Ability to follow written, oral, or diagrammed instructions using reasoning and understanding.
• Ability to add and subtract three-digit numbers, multiply and divide using 10s and 100s, perform these operations with American currency, understand 24-hour and military time, and understand rates based on elapsed time.
• Ability to perform the stated physical demands, including extended sitting or standing, walking, possible running, handling objects, reaching, climbing stairs, balancing, stooping, kneeling, crouching, crawling, and lifting or exerting force as described.
• Willingness to work outdoors for extended periods and in extreme heat or cold.
• Travel of up to 5% may be required.

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 cautiously.
• Handle guest complaints and difficult situations with accuracy and composure.
• Use proper phone etiquette, remain in appropriate guest-service areas when not assisting guests, provide bell-service room presentations, deliver and pick up items from guest rooms, and assist with directions, taxis, reservations, and other inquiries.
• Maintain detailed knowledge of the property, including outlets, meeting rooms, amenities, local attractions, and parking rates.
• Lead by example and communicate effectively to help the work group deliver high levels of guest service; assign routine roles and, as directed, non-routine roles to coworkers.
• At the Account Manager’s direction, reduce staffing during a shift when business conditions require, using an approved method.
• Issue claim checks after receiving vehicle keys and collect claim checks before returning keys; complete vehicle ticket details, 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; offer a hand for assistance. Check wheelchairs for safe operation before each use and clean them afterward.
• Protect guest confidentiality and the security of customer financial and identifying information in accordance with stated HIPPA requirements.
• Assist the Account Manager with work schedules and contact associates about schedule changes or openings.
• Identify and collect revenue for vehicles, complete cash drop slips and envelopes, complete shift reports and other paperwork accurately, and 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 401k 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