Lead Valet Driver Cleveland Clinic

SUMMARY

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 judgement 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.

Typical work shifts are:

• Day Shift (6am–2:30pm)
• Evening Shift (2pm–10:30pm)
• Night Shift (10pm–6am)

Hourly base pay range: $16–$18 with potential for daily cash tips.

• 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.
• Addresses guests using the appropriate greeting for the site.
• 20% 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.
• 20% 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.
• 10% 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.
• 15% 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.
• 15% 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 HIPAA requirements. Maintains the security of customer financial and identifying information.
• 10% 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.
• 10% The total amount of time for all functions of the job – 100%.

• Education:
  
  High school diploma or general education degree (GED).
• Age:
  Must be at least 18 years old.
• Background:
  Must pass a criminal background, motor vehicle records (MVR) and drug screen.
• Training:
  Must complete the Wheelchair Safety Training course provided by Towne Park.
• Experience:
  
  Six (6) months related experience and/or training, or equivalent combination of education and experience.
• License:
  Valid driver’s…