Lead Valet Attendant Care England Kent Hospital

SUMMARY

The Guest Experience 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 Experience Captain handles coordination, administration, and troubleshooting when the manager is not on-site. While not a manager, the Captain may handle critical issues and make judgment calls when expediency is required.

• Maintains a pleasant, friendly, and professional demeanor with guests, client staff, and coworkers.
• Acknowledges and greets guests within 30 seconds of arrival to create favorable first and last impressions.
• Participates in “The Show” and delivers “Aggressive Hospitality” to guests.
• Opens all vehicle and hotel doors for guests; checks in arriving guests, explains parking and retrieval procedures; parks and retrieves vehicles while driving slowly and cautiously.
• Assists guests with bell services and luggage storage; conducts thorough-room presentations; assists with room changes; uses proper phone etiquette; posts up in appropriate areas when not assisting guests; assists with delivery and pick-up of items to guest rooms; assists guests with directions, taxis, reservations, and other inquiries; maintains detailed knowledge of the client’s facility, including outlets, meeting rooms, amenities, attractions, parking rates, and other pertinent information.
• Promotes teamwork by leading by example and effective communication; leads the work group; appoints associates to routine roles; assigns coworkers to non‑ordinary roles; reduces staff during the shift if business conditions dictate.
• Issues claim checks to guests only after receiving vehicle keys; collects vehicle claim checks from all guests prior to issuing keys; completes ticket information including key tag, guest folio, vehicle location, damage survey, 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 avoid providing “lift” services; checks wheelchairs for safe operation prior to use and cleans wheelchairs afterward; protects guest confidentiality in accordance with HIPAA; maintains security of customer financial and identifying information.

• Education: High school diploma or general education degree (GED).
• Licensure, Certification, etc.: Valid driver’s license and clean driving record; at least 18 years old; ability to pass a criminal background and drug screen; completion of the Wheelchair Safety Training course provided by Towne Park.
• Work Experience: Six (6) months related experience and/or training, or an equivalent combination of education and experience.
• Knowledge: Principles and processes for providing customer and personal services.
• Skills: Ability to read and write standard English; read and comprehend simple instructions, short correspondence and memos; write simple correspondence; present information in one‑on‑one and small group situations to guests, clients and employees; perform basic arithmetic with American money; understand 24‑hour and military time systems; understand applicable rates; operate a manual transmission (highly desirable); perform parallel parking.
• Authority to Act: Job is fairly routine; follows established practices and procedures; decisions are made within operational instructions and departmental guidelines.
• Budget Responsibility: The employee has control only over available resources.

• Work is performed outdoors for extended periods; may involve extreme heat or cold weather.
• Travel up to 5% may be required.
• Physical demands include talking or hearing regularly; sitting or standing for extended periods; running, walking, handling objects, tools, or controls; reaching with hands and arms; climbing stairs; balancing; stooping, kneeling, crouching, or crawling; lifting up to 100 pounds occasionally, 50 pounds frequently, or 20 pounds constantly.
• Vision requirements: close vision, distance vision, color vision, peripheral vision, depth perception, and ability to adjust focus.

Towne is an affirmative action, equal opportunity, and E‑Verify participating employer, encouraging applications from all qualified individuals, including those with disabilities and veterans. Towne will consider qualified applicants with arrest and conviction records. Towne complies with federal and state disability laws and makes reasonable accommodations for applicants and employees with disabilities. If you need a reasonable accommodation, please contact our Human Resources Support Center at  or (844) 869‑6375.