Job Details
JOB SUMMARY:
Receives vehicle from guest and fills out parking ticket correctly surveying vehicle. Retrieves car from parking area and returns key to guest.
ESSENTIAL JOB FUNCTIONS:
* Consistently use the 10-5 rule. At 10 feet away, make eye contact with the guest and smile. At 5 feet away, extend a friendly verbal acknowledgement to welcome the guest.
* Responsible for efficiently and accurately completing the arrival and departure of each guest.
* Extends an appropriate closing for all interactions, providing the guest with a feeling of exceptional service.
* Maintain energy and enthusiasm, willingness to serve, and consistently demonstrate property and company service standards for the duration of shift
* Exhibits a sincere desire and compliance to all guest requests. Anticipates needs
* Proactively offers service/assistance, and offers personalized recommendations based on current events and offers without prompting
* Proactively interact, respond to, and anticipate guest needs for service; inquiries regarding Hotel features, services, outlet hours, and room accounts through effective communication, guest assistance, direction, and information provided within company policies/guidelines in a courteous, professional manner. Projecting a positive and upbeat tone of voice, maintaining eye contact, smile, and positive body language.
* Must comply regulatory, company and department policies and procedures, security guidelines and departmental SOPs
* Will demonstrate sense of urgency when assisting guests, maintaining a calm and composed look.
* Acknowledge other guests waiting by nodding their head and maintaining eye contact.
* When giving directions the Valet Attendant will walk guest in the direction (at least 4 steps) requested instead of point. When an escort is not possible the agent should signal the right direction by stretching their arm and opening the palm of their hand.
* Will interact with technology tools in order to give a sense of sophistication for the service deliver. Tools such as but not limited to: Cellphones, Computers, Touch Screens, Self-Check in Kiosks; tablets.
* Proactively acknowledging and direct vehicles to the proper location then automatically open doors for arriving and departing vehicles.
* Provides a proper introduction to the hotel then explains the parking and vehicle pick up information for the guest.
* Must run to retrieve vehicles from guests.
* Places beverage in departing vehicles as a gesture of good will.
* Drives all vehicles safely and in accordance to all state laws.
* Will direct, manage traffic to maximize space on the front drive making for an enjoyable guest experience.
* Will keep all of the personal settings of the guest by not changing seats locations, mirrors, AC or Radio
QUALIFICATIONS:
* One year previous experience as a Valet Attendant is preferred.
* Minimum of two years customer service experience in a previous position, where the primary job duty is direct customer service, is required.
* Must have a high school diploma or equivalent is required.
* Must have an operational driver's license and clean driving record.
* Candidate must be able to drive all types of vehicles, standard and automatic transmission.
* Must be able to work in all-weather conditions
* Proven ability to provide courteous, friendly and efficient service.
* Must be able to get along with co-workers and work as a team.
* Must present a well-groomed appearance.
* Strong Interpersonal and communication skills.
* Must be a self-starter with strong problem solving ability with minimal direction needed
* Must be able to make eye contact with guests, converse in English, SMILE for their full shift remaining upbeat and positive, field guest complaints, conducting thorough research to develop the most effective solutions and negotiate results; listen and extend assistance in order to resolve problems.
ADDITIONAL SKILLS:
* Attention to Detail: Able to be alert in a high-risk environment; follow detailed procedures and ensure accuracy in documentation and data; carefully monitor processes; concentrate on routine work details and organize and maintain a system of records.
* Communication: Able to clearly present information through the spoken or written word; read and interpret complex information; talk with customers or clients; listen well.
* Willingness to Serve: Able to demonstrate a high level of service delivery; do what is necessary to ensure customer satisfaction; deal with service failures and prioritize customer needs.
* Integrity: Able to be tactful, maintain confidences, and foster an ethical work environment; prevent inappropriate behavior by coworkers; give proper credit to others; handle all situations honestly and lawfully.
* Policies, Process & Procedures: Able to act in accordance with established guidelines written and unwritten; follow standard procedures in crisis situations; communicate and enforce organizational policies and procedures.
* Respect: Able to adapt behavior to others' styles, interact with people who have different values, culture, or backgrounds, be of service to difficult people, optimize the benefits of having a diverse workforce. Able to develop rapport with others and recognize their concerns and feelings; build and maintain long-term associations based on trust; help others.
* Team Centered: Able to share due credit with coworkers; display enthusiasm and promote a friendly group working environment; work closely with other departments as necessary; support group decisions and solicit opinions from coworkers; display team spirit.
* Decision Making & Problem Solving: Able to take action in solving problems while exhibiting judgment and a realistic understanding of issues; able to use reason, even when dealing with emotional topics; review facts and weigh options.
PHYSICAL, MENTAL AND ENVIRONMENTAL DEMANDS:
Candidates must be able to respond calmly in a crisis and in demanding situations, particularly when the situations involve customer or employee conflicts. Must be able to speak, write and understand English. Must be able to stoop and bend, as well as maneuver up and down stairs. They must be able to lift up to 75 pounds. Must have physical ability to walk/run 5+ miles during a work day and be capable of standing during the length of one's shift. Ability to stand and walk for entire shift and mobility to move easily around entire property. Must be able to tolerate areas containing varying noise, temperature levels, illumination, vibration, crowds, and air quality. Must be able to respond to visual and aural cues. Must maintain a clean driving record.