Description

Position Summary:
Provides warm and welcoming experience for all guests and visitors. Handles all cash and credit card transactions for guest paying for parking. Ensures accurate billing for guest vehicles. Enters information into computer system, collects funds and runs necessary reports. Seeks opportunities to maximize revenue.

Duties & Responsibilities
Primary Responsibilities/Essential Functions:

1. Welcomes guests by greeting them in an enthusiastic and professional manner, answering questions and responding to requests. Provides information about hotel and hotel amenities.
2. Manages payment transactions for Valet Parking, ensures on-time vehicle retrieval and follows proper procedures for key distribution, security and storage. Collects parking revenue by entering services and charges, computing bills and obtaining payments. Performs all cashiering duties, settles checks and posts accurate parking charges to computer system. Maintains accuracy of cash banks. Balances funds and provides change.
3. Effectively deals with internal and external customers, some of who may require a high level of patience, tact and diplomacy to defuse anger. Collects accurate information and resolves conflicts. Keeps immediate supervisor promptly and fully informed of any problems, potential safety issues, or unusual situations so prompt corrective action may be taken. Communicates with other departments to fulfill guest needs.
4. Maintains parking records by entering required data into computer systems. Performs all valet parking accounting functions according to hotel procedure to ensure all guest and house accounts are completed and accurate. Runs all necessary reports and balances paperwork.
5. Resolves guest complaints/discrepancies within scope of authority; otherwise refers the matter to management. Notifies supervisor and/or Security of all unusual events, circumstances, missing items, or alleged theft.
6. Notifies management of any problems resulting from guest complaints, intoxication or disruptive behavior
7. Follows all safety policies and procedures. Reports potential safety issues to manager whenever observed and takes immediate action to resolve in emergency situations. OSHA laws require the use of Personal Protective Equipment (PPE) when performing work duties that have the potential of risk to your health or safety. Team members will be trained in the proper use and care of assigned PPE if applicable. The hotel provides the required PPE. Team member has responsibility to report defective, damaged or lost PPE or equipment that does not fit properly to their Manager. Maintains strict compliance with hotel's Hazardous Material (HAZMAT) program and familiarizes self with current MSDS.
8. Reporting to work as scheduled (on time and on regular basis) is an essential function of the job.

Other Responsibilities/Supportive Functions:

1. Responds to all guest/visitor inquiries about hotel services, amenities, outlets and daily functions/events. Provides information about the surrounding area such as shopping, entertainment, recreation, etc.
2. Receives and responds to incoming telephone calls from the public and guests.
3. Improves job knowledge by attending training sessions as instructed.
4. Remains aware of guest satisfaction scores and works toward increasing overall guest satisfaction.
5. Notifies management of unsafe conditions, needed maintenance of any equipment and any accidents.

Qualifications

Qualifications (relevant experience, education and training):

• Cash handling experience in a similar setting desired.
• Must have excellent customer service/communication skills to work with guests of various social, cultural, economic and educational backgrounds for the purpose of resolving problems/complaints. Requires ability to serve needs of guest through use of the phone, computer and face-to-face interactions. Contacts sometimes contain confidential/sensitive information so requires ability to use discretion. Must demonstrate positive attitude and professional demeanor. Requires strong communication and interpersonal skills and commitment to a high level of guest satisfaction.
• Requires ability to perform basic math skills such as addition, subtraction, multiplication and division.
• Requires basic computer skills to enter data, read, and interpret information.
• Requires attention to detail. Must be able to solve problems and remain calm and alert if dealing with difficult guest, during busy activity periods or in an emergency situation.
• Must be able to speak, read, write and understand English to understand instructions, safety rules, and communicate with guests. Proficiency in another language a plus.
• Able to work independently with minimal guidance and as part of a team.
• Due to the cyclical nature of the hospitality industry, team members may be required to work varying schedules to reflect the business needs of the hotel. Work schedules will include working on holidays, weekends and alternate shifts.
• Completes all required training as scheduled.
• Must maintain a clean appearance and professional demeanor.