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About the Role

The Guest Service Captain orchestrates the service experience for hotel guests, ensuring service standards are met or exceeded. This role involves coordination, administration, and providing guidance when the manager is not on-site, handling critical issues and making judgment calls when necessary.

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.
• 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.
• 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.
• 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

• Must be at least 18 years of age.
• Must be able to pass a criminal background, MVR and drug screen.
• Must complete the Wheelchair Safety Training course provided by Towne Park.
• Must have and maintain a valid driver’s license and clean driving record.

Skills

• Ability to drive manual transmission.
• Ability to speak, read and write Standard English language.
• Ability to read and comprehend simple instructions, short correspondence and memos.
• Ability to write simple correspondence.
• Ability to effectively present information in one-on-one and small group situations to guests, clients and associates.
• Ability to apply reasoning and understanding to carry out instructions furnished in written, oral, or diagram form.
• Ability to add and subtract three digit numbers and to multiply and divide with 10’s and 100’s.
• Ability to perform operations using units of American money.
• Ability to understand 24 hour and military time systems.
• Ability to clearly understand rates applicable to time passed.

Work Type

• Full-time

Experience Level

• Six (6) months related experience and/or training; OR equivalent combination of education and experience

Education Level

• High school diploma or general education degree (GED)

Salary/Compensations

• $17 per hour

Benefits

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

About the Company

• Towne Park is a hospitality services company committed to creating smiles by delivering exceptional experiences.
• When you work with Towne Park, you have an opportunity to impact the millions of patients, visitors and guests they proudly serve.
• Towne Park is a place where you can make a difference and create smiles every day.