Lead Valet Attendant-(Buffalo General Medical Center)

Buffalo, NY, USA|Onsite

Job Overview

Employment Type

Full-time

Work Schedule

Standard Hours

Day Shifts

Benefits

accident insurance

critical illness insurance

Hospital Indemnity insurance

Telemedicine benefits

401k retirement savings plan

Job Description

Towne Park is a dedicated hospitality services company committed to delivering exceptional guest experiences across a variety of venues, including hotels and healthcare facilities. Known for its strong emphasis on compassionate service, Towne Park prides itself on creating smiles and making a positive impact on the millions of patients, visitors, and guests served annually. The company's core mission revolves around delivering high-quality interactions by focusing on each guest's unique needs and ensuring their comfort and satisfaction throughout their visit. Towne Park is not just a workplace; it is a place where employees can build meaningful careers that offer both personal fulfillment and professional growth. The company fosters a supportive and inclusive environment where teamwork and dedication to guest service excellence are paramount. Working at Towne Park means joining a team of passionate professionals who strive to surpass guests' expectations and create memorable experiences every day.

The Guest Service Captain role at Towne Park is an essential position within the hospitality team, focused on orchestrating superior service delivery for hotel guests. Reporting directly to the Account Manager, the Guest Service Captain acts as a vital link in ensuring that service standards are consistently met or exceeded. This role demands leadership qualities, as the Guest Service Captain supervises and guides team members during shifts, handles critical guest issues, and assists with administrative responsibilities. While not a managerial position, the role requires the ability to make judgment calls and address urgent situations effectively when the manager is not immediately available. The Guest Service Captain is the face of Towne Park to guests, providing a welcoming and professional demeanor, answering inquiries, and facilitating a seamless experience from arrival to departure.

Key duties include greeting guests promptly, managing vehicle check-in and retrieval with care, assisting guests with directions and various requests, and ensuring that all interactions uphold Towne Park’s standards of "Aggressive Hospitality." The role involves coordinating coworker assignments, maintaining the security of guests' vehicles and personal information in compliance with privacy regulations, and supporting the Account Manager in scheduling and operational tasks. The Guest Service Captain plays a crucial role in maintaining order and efficiency during shifts, including reconciling revenue and documenting shift activities accurately. This position requires excellent communication skills, a friendly yet professional attitude, and the ability to work effectively under pressure while maintaining composure.

Towne Park offers a rewarding and impactful career for individuals passionate about delivering exceptional guest service. The company provides comprehensive training to ensure the success of their employees, including specific safety and customer service protocols. Employees in this role are eligible for valuable benefits including accident and critical illness insurance, hospital indemnity insurance, telemedicine services, and participation in the company’s 401(k) retirement savings plan. Towne Park’s commitment to its team extends beyond just employment, emphasizing career growth and a sense of contribution to the well-being of guests and colleagues alike. Joining Towne Park as a Guest Service Captain means becoming part of a dynamic hospitality company dedicated to excellence, respect, and creating positive experiences every day.

Job Requirements

high school diploma or general education degree (GED)
must be at least 18 years of age
must be able to pass a criminal background, MVR and drug screen
must complete the Wheelchair Safety Training course provided by Towne Park
six months related experience and/or training or equivalent combination of education and experience
must have and maintain a valid driver’s license and clean driving record
must be able to drive manual transmission
must be able to speak, read and write Standard English
must be able to read and comprehend simple instructions, short correspondence and memos
must be able to write simple correspondence
must be able to effectively present information in one-on-one and small group situations
must be able to apply reasoning and understanding to carry out instructions furnished in written, oral, or diagram form
must be able to add and subtract three digit numbers and to multiply and divide with 10’s and 100’s
must be able to perform math operations using units of American money
must be able to understand 24 hour and military time systems
must be able to clearly understand rates applicable to time passed

Job Qualifications

high school diploma or general education degree (GED)
six months related experience and/or training or equivalent combination of education and experience
must have and maintain a valid driver’s license and clean driving record
must be able to drive manual transmission
must be able to speak, read and write Standard English
must be able to read and comprehend simple instructions, short correspondence and memos
must be able to write simple correspondence
must be able to effectively present information in one-on-one and small group situations
must be able to apply reasoning and understanding to carry out instructions furnished in written, oral, or diagram form
must be able to add and subtract three digit numbers and to multiply and divide with 10’s and 100’s
must be able to perform math operations using units of American money
must be able to understand 24 hour and military time systems
must be able to clearly understand rates applicable to time passed

Job Duties

maintains a pleasant, friendly and professional demeanor with all guests, client staff members and coworkers
acknowledges and greets guests within 30 seconds of arrival to create favorable first and last impressions
opens all vehicle and hotel doors for guests
checks in arriving guests and explains vehicle parking and retrieval procedures
parks and retrieves vehicles while driving slowly and cautiously
maintains accuracy and composure while under pressure to effectively handle guest complaints and difficult situations
uses proper phone etiquette
posts up in appropriate areas when not assisting guests or completing other tasks
conducts an effective room presentation when providing bell services for guests
assists with the delivery and pick up of items to guest rooms
assists guests with directions, taxis, reservations and other inquiries
maintains a detailed knowledge of the client’s facility including outlets, meeting rooms, amenities, main attractions in the area, parking rates, and other pertinent information
promotes a teamwork philosophy through leading by example and effective communication skills
leads the work group in delivering high levels of guest service
appoints fellow associates to certain routine roles
assigns coworkers to non-ordinary roles at the direction of the Account Manager
reduces staff during the work shift if business conditions dictate, using an approved method
issues claim checks to guests only after receiving vehicle keys and collects vehicle claim checks from all guests prior to issuing keys
completes ticket information including key tag, guest folio, and location of vehicle, damage surveys and claim check receipt for all vehicles taken into the valet system
secures all keys on a belt clip or in a locked key box
ensures staff are not providing lift services to any hotel or hospital guest, only offering a hand for assistance
checks wheelchairs for safe operation prior to each use and cleans wheelchairs after each use
protects guest confidentiality in accordance with HIPPA requirements
maintains the security of customer financial and identifying information
assists the Account Manager as needed to build work schedules and makes calls on behalf of the manager to notify fellow associates of schedule changes or openings
identifies and collects revenue for all vehicles
completes accurate cash drop slips and cash drop envelopes
completes the shift report and other shift paperwork with detail and accuracy
reconciles revenue and tickets at the end of every shift