Guest Service Captain - DC Metro

Description

JOB SUMMARY

The Guest Service Captain leads the service experience for hotel, healthcare and commercial 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 Supervisor/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.

LEADERSHIP

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

Assists in coordinating events and training new staff

Communicates valet information and policies in a manner easily understood by the guests

Leads the workgroup in facilitating a safe working environment

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

Completes the shift report and other shift paperwork with detail and accuracy

DUTIES AND RESPONSIBILITIES

Guest Service and Administrative

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

Addresses guests using the appropriate greeting for the site

Proactively delivers hospitality to all guests

Opens all vehicle and 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

Identifies and collects revenue for all vehicles

Completes accurate cash drop slips and cash drop envelopes

Reconciles revenue and tickets at the end of every shift

Reports to the Account Manager methods for improving operating procedures and overall efficiency

Effectively communicates information to the work group

Systems and Standards

Completes all tasks in a timely manner as instructed by the Account Manager

Adheres to the work schedule in completing and performing assigned tasks

Cooperates with management and coworkers to ensure that services can be maintained to meet the needs of the customer

Maintains clean, neat work environment including all surrounding areas of drive, valet desk, parking area, wheelchairs, bell carts, bell closet, trash receptacles and ash urns

Creates and maintains an atmosphere of warmth, personal interest and positive emphasis

Treats guests and fellow associates with courtesy, respect and dignity

Follows all appearance standards as set forth by Towne Park, including complete approved pressed uniform

Follows all attendance standards as set forth by Towne Park, as required by the scheduling which may vary according to business needs

Notifies the manager of lateness to work or absence from work according to policy

Executes all terms and conditions as set forth in the Towne Park Associate Handbook, policies, and standard operating procedures

Safety and Loss Prevention

Demonstrates knowledge of site-specific safety and security procedures

Practices preventative safety procedures and follows established safety procedures as set forth by Towne Park

Reports all accidents and incidents to the Account Manager or another designated member of management

Reports all potential hot spots and safety concerns to the Account Manager

Uses only equipment trained to use and operates all equipment in a safe manner

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, location of vehicle, damage surveys and claim check receipt for all vehicles taken into the valet system

Completes incident reports that are detailed and strictly factual

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 indentifying information