Valet Manager

JOB DESCRIPTION:

The Valet Manager at The Cooper Hotel oversees all aspects of the valet operation to ensure an elevated, seamless, and luxurious arrival and departure experience for every guest. This role is accountable for managing the valet team, enforcing Forbes service standards, maintaining the safety and integrity of all vehicle handling, and optimizing team performance. As a highly visible leader in the guest services department, the Valet Manager plays a critical role in shaping first and last impressions while upholding Charleston’s signature warmth and hospitality.

DUTIES & RESPONSIBILITIES:

• Directly manage and mentor valet supervisors and runners, ensuring full compliance with Forbes 5-Star service standards.
• Recruit, train, and onboard team members; foster a culture of accountability, professionalism, and teamwork.
• Conduct regular performance evaluations and provide coaching, recognition, and corrective action as needed.
• Lead daily shift briefings to review service expectations, VIP arrivals, safety protocols, and hotel updates.
• Ensure every guest is greeted promptly by name with warmth, courtesy, and a polished presentation.
• Monitor and enhance the quality of valet interactions, maintaining a service experience aligned with the hotel’s luxury positioning.
• Personally manage VIP guest arrivals and special vehicle accommodations with discretion and care.
• Proactively handle service recovery, complaints, and operational challenges with professionalism and tact.
• Develop, implement, and maintain valet operating procedures that reflect efficiency, safety, and exceptional guest service.
• Ensure proper documentation and logging of vehicle keys, parking locations, tickets, and guest charges.
• Oversee the care, cleanliness, and organization of the valet stand, drive, and staging areas.
• Monitor traffic flow and collaborate with bell, front desk, and concierge teams to avoid congestion and maintain order at the porte-cochère.
• Enforce safe vehicle handling procedures, including low-speed operation, parking protocol, and damage prevention policies.
• Investigate and resolve any incidents involving guest vehicles; file detailed incident reports and follow internal claims protocols.
• Ensure compliance with insurance, legal, and brand standards related to valet services and transportation.
• Manage valet scheduling to ensure appropriate staffing for all shifts, events, and peak periods.
• Track and report valet revenue, tips, and expenses; analyze performance metrics and adjust operations accordingly.
• Maintain valet inventory (tickets, radios, uniforms, signage) and order supplies as needed.
• Ensure payroll accuracy, attendance tracking, and adherence to labor budget goals.

REQUIRED SKILLS & EXPERIENCE:

• Minimum 3–5 years of experience in valet, transportation, or guest services management in a luxury hotel or resort setting.
• Proven leadership experience in a Forbes 5-Star or AAA Five Diamond environment strongly preferred.
• Valid South Carolina driver’s license with clean driving record; ability to drive both automatic and manual transmission vehicles.
• Exceptional interpersonal, conflict resolution, and organizational skills.
• Deep understanding of Forbes service standards and luxury guest expectations.
• Professional appearance, calm demeanor under pressure, and a commitment to service excellence.
• Proficient in Microsoft Office Suite, scheduling tools, and hotel PMS systems.

PHYSICAL REQUIREMENTS:

The physical demands described here are representative of those that must be met by a colleague to successfully perform the essential functions of this job:

• Must be able to stand for extended periods and move quickly around the property.
• Ability to lift up to 75 lbs and repeatedly enter/exit guest vehicles.
• Willing to work a flexible schedule, including weekends, holidays, and late evenings, depending on hotel needs.

• Must be able to resolve problems, handle conflict, and make effective decisions under pressure.
• Good hearing is necessary for effective communication with colleagues, guests, and stakeholders.

BHC is an equal employment opportunity employer. Employment decisions are based on merit and business needs, and are not based on race, color, sex (including pregnancy, childbirth, and related medical conditions), citizenship status, national origin, ancestry, gender identity or expression, sexual orientation, age, religion, creed, physical or mental disability, marital status, veteran status, uniformed service, political affiliation, genetic information, or any other factor or characteristic protected by applicable law. BHC participates in E-Verify.