Title: Bell/Valet Captain  Profile: The Bell/Valet Captain at the 21c Museum Hotel must be committed to providing great customer service and passion of the company’s Core Values throughout the property. The Bell/Valet Captain must be thorough and task oriented and has the ability to complete menial as well as substantial tasks under various conditions. This individual should be, multi-skilled and able to transition into any position within their department at any time. The Valet Supervisor will possess the ability and tolerance to lead a diverse workforce and can relate to people from a variety of backgrounds. This individual should be skilled at creating a culture of care, concern and accountability.  Reports To: Front Office Manager, Assistant Front Office Manager  The Bell/Valet Captain assists the Front Office Manager in overseeing the Bell/Valet department.  The Valet Captain will assure that all Bell/Valet personnel are performing at the utmost level.  Responsibilities/Duties:  Respond in a professional and courteous manner to arriving, departing and in-house guests by providing and coordinating the accurate and timely information and Bell/Valet services.  Responds to inquiries regarding hotel information and guest concerns.  Supervise the daily operations of the bell/valet personnel while promoting a safe environment and quality services to achieve maximum guest satisfaction and financial success.  Specific Duties:  Maintains a friendly, cheerful and courteous demeanor at all times. Oversees all day-to-day Bell and Valet operations, insuring that all established policies and processes are followed. Manage fluctuating inventories of guest vehicles, while ensuring the safety and security of vehicles, and overseeing valet-related guest issue. Manage the daily responsibilities of the bell/valet associates and providing oversight to all valet and guest services procedures.  Lead training procedures for all staff members.  Coordinates hotel and restaurant guest arrivals and departures with the Front Desk during peak times to ensure smooth transitions into and out of the property. Courteously answers inquiries referred from agents and guest services associates, both in person and by telephone Maintains good customer relations by keeping abreast of all in-house and area functions in order to answer questions and concerns with timely and knowledgeable responses in person and on telephone. Consistently reviews appropriate business levels, projections and expectations as well as other area/downtown events to ensure adequate coverage of the Bell/Valet staff. Controls overall cash transactions at the valet stand. Reviews all guest issues with staff, ensures appropriate departments are contacted for resolution, approves recovery, and ensures follow up with guest. Reports issues to Front Office Manager, escalating immediate issues when appropriate. Executes and improves guest recovery program, identifying guest needs and appropriate response(s); reviews and coaches Bell/Valet staff. Oversees the completion of daily and monthly department paperwork. Has a complete knowledge of emergency procedures of the hotel. Responsible for the implementation of new procedures and/or policies relating to the department. Prepares for the flow of the day, including daily walkthroughs of the parking garage. Ensure Bell/Valets attend daily pre-shifts and know the expectations of the shift.  Review any problems or concerns from the previous day or from night audit and daily work.  Address any issues with entire staff or individual Bell/Valet associates; whichever is appropriate. Communicates disciplinary issues with Front Office Manager as needed.  Complete weekly schedule for Bell/Valet team Other duties as assigned by your supervisor or manager. Job Requirements: Must have total understanding valet parking management with the minimum of 2 years’ experience. Must have flexible schedule with the ability to work weekends, nights, and holidays. Must be able to drive automatic and manual shift vehicles. Must be able to provide current DMV Driving record. Must have and maintain a valid driver’s license. Requires working knowledge of guest services and hotel services, policies or operations.   Must have high school graduate level mathematical aptitude; know standard cash handling procedures. Must have past experience in dealing directly with the public and acquired general knowledge of basic customer service skills. Must be fluent in oral and written English. Must have vision ability to read written forms of communication and monochrome computer screen. Must have hand and finger dexterity to operate computer, calculator and telephone keyboards, for cash handling and paperwork processing. Must be able to understand and follow verbal/written instructions, work on more than one task at a time, and be able to communicate both verbally and in writing. Must be able to use tact and understanding when dealing with a variety of customer service problems, including stressful and highly emotional situations. Must be highly organized and able to pay attention to minute written and verbal details, particularly when performing multiple tasks. Excellent comprehension and literacy required to review correspondence, initiate reports, conduct training, etc.  A good manager…  Notices and corrects details such as fingerprints on windows, marks on walls, light bulbs that are out. Has the ability to delegate tasks to the team. Looks out for the well-being of employees. Recognizes improvement in staff and nurtures growth and learning in all team members. Supports his superiors and provides an efficient, reliable work stream to his or her overall team. Takes responsibility for their area or department and works to make it stronger for the benefit of the whole property. Recognizes learning opportunities and/or continuing education and pursues it. Never stops learning…(Read, pay attention to what others are doing, try new things)    
