Drive Lead - Mayo Clinic Rochester, MN

About the role

The Guest Service Captain at Towne Park is a pivotal role in ensuring exceptional guest experiences. This position requires a blend of customer service excellence, administrative support, and problem-solving skills.

Responsibilities

• Maintains a pleasant, friendly, and professional demeanor with all 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/Healthcare” to guests.
• Addresses guests using the appropriate greeting for the site.
• Opens all vehicle and hospital/hotel doors for guests. Checks in arriving guests and explains vehicle parking and retrieval procedures.
• Runs at top speed to park and retrieve 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.
• 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. Protects guest confidentiality in accordance with HIPPA requirements. Maintains the security of customer financial and identifying information.
• Assists the Account Manager as needed to build work schedules and makes calls on behalf of the manager to notify fellow associates of schedule changes or openings.
• Identifies and collects revenue for all vehicles. Completes accurate cash drop slips and cash drop envelopes. Completes the shift report and other shift paperwork with detail and accuracy. Reconciles revenue and tickets at the end of every shift.

Qualifications

• High school diploma or general education degree (GED)
• Six (6) months related experience and/or training; OR equivalent combination of education and experience
• Twelve (12) months of supervisory experience preferred

Skills

• Able to drive manual transmission
• Able to speak, read and write Standard English language
• Able to add and subtract three digit numbers and to multiply and divide with 10’s and 100’s
• Able to apply reasoning and understanding to carry out instructions furnished in written, oral, or diagram form
• Able to understand 24 hour and military time systems
• Able to clearly understand rates applicable to time passed

Benefits

• Accident insurance
• Critical illness insurance
• Hospital indemnity insurance
• Telmedicine benefits
• Company’s 401k retirement savings plan

Pay

The hourly base pay range for this position is $25.00 - 27.50 per hour.

Schedule

Full Time (Must be available to work between the hours of 6am & 6pm)