The posting
DEPARTMENT: RoomsREPORTS TO: Director of Front Office and Rooms Operations ManagerSTATUS: Non-Exempt POSITION SUMMARY The Bell & Valet Captain provides hands-on leadership for all Bell and Valet operations while delivering a welcoming, efficient and personalized arrival and departure experience for Hotel Vin guests. This position leads by example through active participation in Bell and Valet services, supports daily staffing and operational needs, maintains the organization, appearance and safety of the front drive, and serves as a key point of communication between Bell and Valet associates, Front Desk and Rooms leadership. The Bell & Valet Captain is responsible for supporting the safe and efficient handling of guest vehicles, vehicle keys, luggage and guest property while ensuring established service, safety and operational procedures are consistently followed. RESPONSIBILITIES
Lead daily Bell and Valet operations while maintaining Hotel Vin service standards and a professional, welcoming environment. Lead by example through active participation in daily operations, including greeting guests, opening vehicle doors, assisting with luggage, parking and retrieving vehicles, and supporting guest arrival and departure needs. Maintain an organized, safe and presentable front drive while actively managing vehicle flow, congestion and guest arrival and departure activity. Monitor business levels throughout the shift and appropriately deploy Bell and Valet associates based on operational needs. Assist Rooms leadership with associate scheduling needs, attendance, breaks, overtime control and timekeeping. Communicate daily occupancy, arrivals, departures, groups, VIPs, Elite guests, events, special requests and other relevant operational information to Bell and Valet associates. Coordinate group arrivals and departures, including luggage pulls, storage, delivery and other group transportation or arrival needs as communicated by hotel leadership. Ensure guest luggage is properly tagged, secured, stored and delivered according to established procedures. Maintain accountability for the proper handling, security and organization of guest vehicle keys, valet tickets, guest vehicles, luggage and other guest property while in the care of the hotel. Ensure guest vehicles are parked, retrieved and handled safely, efficiently and according to established valet procedures. Ensure established vehicle key-control procedures are consistently followed and immediately address or escalate any key, vehicle or ticket discrepancies. Monitor the valet parking operation to ensure vehicles are properly parked and organized and parking areas are utilized safely and efficiently. Coordinate hotel house car operations, including vehicle readiness, cleanliness, availability and communication with the Front Desk and Rooms leadership. Ensure Bell and Valet equipment, including bell carts, valet podium, radios, key storage areas and other operational equipment, is clean, organized, secure and ready for use. Maintain knowledge of hotel outlets, services, hours of operation, transportation options, local attractions and the surrounding Grapevine area in order to accurately assist guests. Serve as a primary point of contact for Bell and Valet guest concerns and resolve issues within established authority. Participate in guest recovery and immediately escalate significant guest concerns to the Director of Front Office, Rooms Operations Manager or Manager on Duty when appropriate. Communicate and coordinate effectively with Front Desk, Security, Engineering, Housekeeping and other hotel departments to support guest needs and overall hotel operations. Provide leadership, coaching and on-the-job training to Bell and Valet associates. Ensure new Bell and Valet associates receive appropriate operational training and understand department procedures, service expectations and safety requirements. Address immediate performance, service or conduct concerns when appropriate and communicate necessary follow-up to Rooms leadership. Recognize strong associate performance and contribute to a positive, accountable and service-focused work environment. Ensure Bell and Valet associates comply with hotel policies, procedures, grooming standards, safety requirements and service expectations. Maintain a clean, organized and professional Bell, Valet and front drive environment throughout the shift. Immediately report vehicle damage, accidents, injuries, guest claims, incidents, lost or damaged property, or other unusual situations and ensure required documentation is completed accurately. Support department productivity and overtime goals while maintaining appropriate operational coverage and guest service. Identify and communicate opportunities to improve guest satisfaction, safety, service delivery and operational efficiency. Maintain a professional appearance and demeanor at all times. Perform additional duties as assigned based on hotel and business needs.
SAFETY AND RISK MANAGEMENT
Understand and consistently follow all hotel safety, security and emergency procedures. Maintain a safe front drive and promptly address or report unsafe conditions. Ensure Bell and Valet associates follow established vehicle handling, key control, luggage handling and loss-prevention procedures. Ensure associates receive appropriate safety and operational training. Immediately report accidents, injuries, vehicle damage, guest claims and other incidents according to established hotel procedures. Assist with accurate and timely documentation of incidents and claims. Promptly communicate high-risk situations or safety concerns to Security and Rooms leadership. Follow established procedures for reporting associate injuries and workplace incidents. Understand and enforce applicable fire-life-safety procedures. Exercise appropriate care when operating guest or hotel vehicles and ensure associates follow all applicable traffic, parking and hotel safety procedures. Promptly report equipment, vehicle or operational conditions that could create a safety or security concern.
SYSTEMS AND STANDARDS
Understand and appropriately utilize hotel and company systems required for Bell and Valet operations. Ensure Bell and Valet associates are properly trained on systems, equipment and procedures required for their positions. Maintain accurate operational records and documentation as required. Protect confidential guest, associate and company information. Maintain clean, organized and professional Bell, Valet and front drive work areas. Treat guests, associates, vendors and visitors with professionalism, courtesy, respect and dignity. Maintain proper control and care of hotel assets, equipment, guest property, guest vehicles and vehicle keys. Follow established hotel and company standards regarding guest privacy, security and protection of personal information. Maintain consistent communication with Rooms leadership regarding operational concerns, staffing needs, guest issues, safety concerns and opportunities for improvement.
KNOWLEDGE, SKILLS AND ABILITIES
Strong guest service skills with a genuine commitment to guest satisfaction. Strong knowledge of Bell and Valet operations and service standards. Demonstrated leadership and team coordination skills. Ability to lead by example in a hands-on operational environment. Strong verbal and written communication skills. Strong organizational and time-management skills. Ability to coach, train and provide constructive direction to associates. Ability to professionally resolve guest and associate concerns. Ability to remain calm, professional and solution-oriented when assisting angry or upset guests. Ability to make sound decisions in a fast-paced environment. Ability to prioritize and manage multiple responsibilities simultaneously. Ability to anticipate operational needs and demonstrate initiative without constant direction. Working knowledge of hotel Front Office operations and the ability to coordinate effectively with the Front Desk and other hotel departments. Ability to adapt to changing business levels, procedures and operational priorities. Knowledge of valet parking, safe vehicle handling, key control and guest property-control procedures. Ability to recognize situations requiring management or Security involvement and escalate appropriately. Professional appearance and demeanor. Ability to work effectively as both a leader and an active member of the Bell and Valet team.
EXPERIENCE
Minimum of two years of valet experience required. Customer service experience required. Previous Bell, Valet, supervisory, lead or Captain experience strongly preferred. Hotel or hospitality experience preferred
PHYSICAL AND OTHER REQUIREMENTS
Must be able to stand, walk and move quickly for extended periods of time. Must be able to safely lift, carry, load, unload and transport guest luggage and other items associated with Bell operations. Must be able to push and maneuver loaded bell carts safely. Must be able to climb stairs and move quickly between operational locations as necessary. Must be able to safely enter, exit and operate a variety of guest vehicles. Must be able to safely operate manual-transmission vehicles when required by hotel operations. Must possess and maintain a valid driver's license and driving record that meets company and insurance requirements. Must meet all company and insurance eligibility requirements for operating guest and hotel vehicles. Must successfully complete required background and motor vehicle record checks. Must be comfortable working outdoors and in varying weather conditions. Must be able to work in active front drive, parking and guest arrival environments as well as administrative/workstation areas. Must be able to work quickly and safely during periods of high arrival and departure volume. Must be available to work a flexible schedule including mornings, evenings, overnight shifts, weekends and holidays based on business needs.
I HAVE THE ABILITY TO PERFORM THE FUNCTIONS OF THIS JOB WITH OR WITHOUT AN ASSISTIVE DEVICE OR REASONABLE ACCOMMODATION.
