Lead Valet Attendant - One Hotel Nashville

About the role

The Guest Service Captain at Towne Park 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.

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” to guests.
• Adds and subtracts three digit numbers and multiplies and divides with 10’s and 100’s.
• 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.
• 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.

Requirements

• High school diploma or general education degree (GED)
• Valid driver’s license and clean driving record
• Pass a criminal background, MVR and drug screen
• Complete the Wheelchair Safety Training course provided by Towne Park

Qualifications

• Education: High school diploma or general education degree (GED) Required
• Licensure, Certification, Etc.: Must be at least 18 years old and be able to pass a criminal background, MVR and drug screen
• Work Experience: Six (6) months related experience and/or training; OR equivalent combination of education and experience
• Knowledge: Must have and maintain a valid driver’s license and clean driving record
• Skills: 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.