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 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.

Reasonable accommodations may be made to enable individuals with disabilities to perform all functions.

Descriptive Statement(s) - % of Time

• 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 HIPPA 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)

Required Licensure, Certification, etc.:

• Must be at least 18 years of age and be able to pass a criminal background, MVR and drug screen
• Must complete the Wheelchair Safety Training course provided by Towne Park

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 drive manual transmission
• 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.
• Mathematical Skills
• 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.

Authority to Act:

• Job is fairly routine. Incumbent follows established practices and procedures. Duties are performed with specific directions given and work is checked or verified on a frequent basis. Decisions are made within specific operational instructions and departmental guidelines. Errors in judgment could affect the smooth and efficient operation of the department.

Budget Responsibility:

• The employee has control over resources available only.

The working conditions and physical demands described here are representative of those that must be met by an associate to successfully perform the essential functions of this job. Reasonable accommodations may be made to enable individuals with disabilities to perform the essential functions.

Physical Requirements

While performing the duties of this job, the employee is regularly required to talk or hear. The employee frequently is required to sit or stand for extended periods of time and may be required to run; walk; handle or feel objects, tools or controls; reach with hands and arms; climb stairs; balance; stoop, kneel, crouch or crawl. Specific vision abilities required by the job include close vision, distance vision, color vision, peripheral vision, depth perception, and the ability to adjust focus.

Lifting Requirements

Exerting up to 100 pounds of force occasionally, and/or up to 50 pounds of force frequently, and/or up to 20 pounds of force constantly to move objects.

Working Environment

The majority of work will be performed outdoors for extended periods of time including up to the entire duration of shift. Employees are subject to environmental conditions including extreme heat and cold weather. Protection from weather conditions may be provided, but not necessarily from temperature changes.

Travel

Travel of up to 5% may be required.

I understand that every effort has been made to make this job description as complete as possible.  However, it in no way states or implies that these are the only duties that I will be required to perform.  The omission of specific statements of duties does not exclude them from the position if the work is similar, related or is a logical assignment of the position.  I accept that at any time there may be modifications or changes to the above job description.