Hotel Valet Captain - Hilton Fort Lauderdale Marina

About the Role

The Guest Service Captain orchestrates the service experience for hotel guests while working alongside coworkers to ensure that the site's service standards are met or exceeded. Under the direction of the Account Manager, the Guest Service Captain has additional duties involving coordination and administration, as well as providing troubleshooting and/or guidance when the manager is not on-site. The Guest Service Captain is not a manager; however, they may handle critical issues and may be required to make judgment calls when expediency is priority. When issues are not urgent, they report information to the manager, provide the facts of the matter and seek instruction for how to proceed.

Responsibilities

• Maintain a pleasant, friendly and professional demeanor with all guests, client staff members and coworkers. Acknowledge and greet guests within 30 seconds of arrival to create favorable first and last impressions. Effectively participate in "The Show" and deliver "Aggressive Hospitality" to guests. Address guests using the appropriate greeting for the site.
• Open all vehicle and hotel doors for guests. Check in arriving guests and explain vehicle parking and retrieval procedures. Park and retrieve vehicles while driving slowly and cautiously. Maintain accuracy and composure while under pressure to effectively handle guest complaints and difficult situations.
• Use proper phone etiquette. Post up in appropriate areas when not assisting guests or completing other tasks. Conduct an effective room presentation when providing bell services for guests. Assist with the delivery and pick up of items to guest rooms. Assist guests with directions, taxis, reservations and other inquiries. Maintain a detailed knowledge of the client's facility, including outlets, meeting rooms, amenities, main attractions in the area, parking rates, and other pertinent information.
• Promote a teamwork philosophy through leading by example and effective communication skills. Lead the work group in delivering high levels of guest service. Appoint fellow associates to certain routine roles; assign coworkers to non-ordinary roles at the direction of the Account Manager. At the direction of the Account Manager, reduce staff during the work shift if business conditions dictate, using an approved method.
• Issue claim checks to guests only after receiving vehicle keys and collect vehicle claim checks from all guests prior to issuing keys. Complete 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. Secure all keys on a belt clip or in a locked key box.
• Ensure staff are not providing "lift" services to any hotel or hospital guest, only offering a hand for assistance. Check wheelchairs for safe operation prior to each use and clean wheelchairs after each use. Protect guest confidentiality in accordance with HIPPA requirements. Maintain the security of customer financial and identifying information.
• Assist the Account Manager as needed to build work schedules and make calls on behalf of the manager to notify fellow associates of schedule changes or openings. Identify and collect revenue for all vehicles. Complete accurate cash drop slips and cash drop envelopes. Complete the shift report and other shift paperwork with detail and accuracy. Reconcile revenue and tickets at the end of every shift.

Qualifications

• High school diploma or general education degree (GED) required.
• Must be at least 18 years of age and be able to pass a criminal background, MVR and drug screen.
• Must complete the Wheelchair Safety Training course provided by Towne Park.
• Six (6) months related experience and/or training; OR equivalent combination of education and experience.
• Must have and maintain a valid driver's license and clean driving record.
• Must be able to drive manual transmission.
• Must be able to speak, read and write Standard English language.
• Must be able to read and comprehend simple instructions, short correspondence and memos.
• Must be able to write simple correspondence.
• Must be able to effectively present information in one-on-one and small group situations to guests, clients and associates.
• Must be able to apply reasoning and understanding to carry out instructions furnished in written, oral, or diagram form.
• Must be able to add and subtract three digit numbers and to multiply and divide with 10's and 100's; must be able to perform these operations using units of American money.
• Must be able to understand 24 hour and military time systems.
• Must be able to clearly understand rates applicable to time passed.

Pay

The hourly base pay range for this position is $13 per hour plus $5-$10 per hour in tips.

Schedule

The work schedule for this position consists of Open Availability (AM, PM).

Benefits

• Accident insurance
• Critical illness insurance
• Hospital indemnity insurance
• Telemedicine benefits
• 401k retirement savings plan

Working Conditions & Physical Demands

• Regularly required to talk or hear.
• Frequently required to sit or stand for extended periods and may be required to run; walk; handle or feel objects, tools or controls; reach with hands and arms; climb stairs; balance; stoop, kneel, crouch or crawl.
• Specific vision abilities required include close vision, distance vision, color vision, peripheral vision, depth perception, and the ability to adjust focus.
• Exerting up to 100 pounds of force occasionally, and/or up to 50 pounds of force frequently, and/or up to 20 pounds of force constantly to move objects.
• The majority of work will be performed outdoors for extended periods including up to the entire duration of shift. Employees are subject to environmental conditions including extreme heat and cold weather.
• Travel of up to 5% may be required.

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