Lead Valet Attendant - Marriott Richmond

Towne Park is a prominent company specializing in parking management and guest services, renowned for delivering exceptional hospitality and ensuring seamless parking experiences at various venues including hotels, airports, and event centers. The company is committed to providing competitive and fair compensation based on job-related skills, experience, education, training, and location. Towne Park offers its employees a variety of benefits that include accident insurance, critical illness insurance, hospital indemnity insurance, telemedicine, and participation in a 401k retirement savings plan, with eligibility dependent on job classification, length of employment, and hours worked. Seasonal and temporary positions, however, may not be eligible for these benefits. The company fosters a dynamic and customer-focused work environment, emphasizing teamwork and high standards of service excellence. Towne Park places great importance on safety, professionalism, and guest satisfaction throughout all its operations.

The role of Guest Service Captain at Towne Park is a pivotal position responsible for orchestrating the overall service experience for hotel guests while collaborating closely with fellow team members to exceed the site’s service standards. This is an hourly position with a base pay of $14 per hour plus tips, primarily covering PM shifts. The Guest Service Captain works under the direction of the Account Manager but is entrusted with additional coordination and administrative duties, providing guidance and handling troubleshooting in the manager’s absence. While not a managerial role, the position demands the ability to exercise judgment and handle critical issues expediently. The Guest Service Captain is the frontline representative of Towne Park’s commitment to hospitality, tasked with greeting guests promptly, managing vehicle parking and retrieval, conducting effective communication with guests and colleagues, and ensuring adherence to security and safety protocols.

Key responsibilities include maintaining a friendly and professional demeanor, delivering aggressive hospitality, facilitating smooth guest arrivals and departures by opening doors and managing vehicle logistics, and assisting with a variety of guest needs such as directions, reservations, and information about the hotel and nearby attractions. The role also involves leadership within the team including assigning tasks, potentially reducing staff during shifts as business conditions require, and promoting teamwork via effective communication. Accurate handling and reconciliation of revenue, tickets, and documentation, as well as maintaining guest confidentiality in line with HIPAA regulations, are critical aspects of the position.

Physical demands are significant as much of the work involves standing, walking, and occasionally running while working outdoors in varying weather conditions. The role requires the ability to exert physical effort such as lifting up to 100 pounds occasionally and visiting guest rooms for service deliveries. The successful candidate must have a valid driver’s license, a clean driving record, and must be comfortable driving manual transmission vehicles. Towne Park prioritizes employee safety and provides necessary training, including mandatory wheelchair safety training. This position also requires clear communication skills in English for both verbal and written exchanges and the ability to perform basic mathematical functions to manage financial transactions. Travel is minimal but may occur up to 5% of the time.

In summary, the Guest Service Captain at Towne Park is a customer service leader who plays an essential role in maintaining high standards for guest parking and service operations. The position demands a balance of interpersonal skills, leadership, attention to detail, and physical capability, contributing to memorable and positive experiences for hotel guests while supporting the broader operational goals of Towne Park.