Guest Service Captain: Valet & Guest Experience Lead

Towne Park, LLC.; Charlotte (NC); On-site; USD 22,000 - 28,000; Full time

Job summary

Towne Park, LLC is seeking a Guest Service Captain to orchestrate the service experience for hotel guests and coordinate with coworkers to ensure service standards are met.

Under the direction of the Account Manager, the Guest Service Captain performs coordinating and administrative duties, may troubleshoot, and delivers guidance when the manager is not on-site. Compensation: $10/hr base plus $6-$10/hr in tips; AM/PM schedule.

Responsibilities

• Maintains a pleasant, friendly and professional demeanor with guests, client staff members and coworkers. Acknowledges and greets guests within 30 seconds of arrival to create favorable first and last impressions. Effectively participates in "The Show" and delivers "Aggressive Hospitality" to guests. Addresses guests using the appropriate greeting for the site.
• Opens all vehicle and hotel doors for guests. Checks in arriving guests and explains vehicle parking and retrieval procedures. Parks and retrieves vehicles while driving slowly and cautiously. Maintains accuracy and composure while under pressure to effectively handle guest complaints and difficult situations.
• Uses proper phone etiquette. Posts up in appropriate areas when not assisting guests or completing other tasks. Conducts an effective room presentation when providing bell services for guests. Assists with the delivery and pick up of items to guest rooms. Assists guests with directions, taxis, reservations and other inquiries. Maintains a detailed knowledge of the client's facility, including outlets, meeting rooms, amenities, main attractions in the area, parking rates, and other pertinent information.
• Promotes a teamwork philosophy through leading by example and effective communication skills. Leads the work group in delivering high levels of guest service. Appoints fellow associates to certain routine roles; Assigns coworkers to non-ordinary roles at the direction of the Account Manager. At the direction of the Account Manager, reduces staff during the work shift if business conditions dictate, using an approved method.
• Issues claim checks to guests only after receiving vehicle keys and collects vehicle claim checks from all guests prior to issuing keys. Completes ticket information including key tag, guest folio, and location of vehicle, damage surveys and claim check receipt for all vehicles taken into the valet system. Secures all keys on a belt clip or in a locked key box.
• Ensures staff are not providing "lift" services to any hotel or hospital guest, only offering a hand for assistance. Checks wheelchairs for safe operation prior to each use and cleans wheelchairs after each use.

Job description

Towne Park, LLC is seeking a Guest Service Captain to orchestrate the service experience for hotel guests and coordinate with coworkers to ensure service standards are met.

Under the direction of the Account Manager, the Guest Service Captain performs coordinating and administrative duties, may troubleshoot, and delivers guidance when the manager is not on-site. Compensation: $10/hr base plus $6-$10/hr in tips; AM/PM schedule.