Ramp Captain - Cincy Marriott - Evolution Parking & Guest Services

JOB SUMMARY 

The Ramp Captain orchestrates the service experience for hotel guests while working alongside coworkers to ensure that the site's service standards are met or exceeded. Under the direction of the Manager, the Ramp Captain has additional duties involving coordination and administration, as well as providing troubleshooting and/or guidance when the manager is not on-site.  The Ramp Captain is not a manager; however, they may handle critical issues and may be required to make judgment calls when expediency is priority.  When issues are not urgent, they report information to the manager, provide the facts of the matter and seek instructions on how to proceed.   

DUTIES AND RESPONSIBILITIES 

Guest Service 

• Maintains a pleasant, friendly and professional demeanor with all guests, hotel staff and coworkers  

• Acknowledges and greets guests within 30 seconds of arrival to create favorable first and last impressions 

• Effectively delivers "Aggressive Hospitality" to guests 

• Addresses guests using the appropriate greeting for the site 

• Opens all vehicle and hotel doors for guests 

• Checks in arriving guests and explains vehicle parking and retrieval procedures 

• Runs at top speed to park and retrieve 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 hotel, 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 Manager 

• At the direction of the Manager, reduces staff during the work shift if business conditions dictate, using an approved method 

Safety and Loss Prevention 

• Demonstrates knowledge of site-specific safety and security procedures 

• Reports all accidents and incidents to the Manager or another designated member of management 

• Reports all potential hot spots and safety concerns to the Manager 

• Uses only equipment trained to use and operates all equipment in a safe manner 

• Practices preventative safety procedures and follows established safety procedures as set forth by company 

• 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, location of vehicle, damage surveys and claim check receipt for all vehicles taken into the valet system  

• Completes incident reports that are detailed and strictly factual  

• Secures all keys on a belt clip or in a locked key box  

• Lead the workgroup in facilitating a safe working environment 

Systems and Standards 

• Completes all tasks in a timely manner as instructed by the Manager 

• Adheres to the work schedule in completing and performing assigned tasks  

• Cooperates with management and coworkers to ensure that services can be maintained to meet the needs of the customer  

• Maintains clean, neat work environment including all surrounding areas of drive, valet desk, parking area, bell carts, bell closet, trash receptacles and ash urns  

• Creates and maintains an atmosphere of warmth, personal interest and positive emphasis  

• Treats guests and fellow employees with courtesy, respect and dignity 

• Follows all appearance standards as set forth by company, including complete approved pressed uniform 

• Follows all attendance standards as set forth by company, as required by the scheduling which may vary according to business needs 

• Notifies the manager of lateness to work or absence from work according to policy 

• Executes all terms and conditions as set forth in the company Associate Handbook, policies, and standard operating procedures 

Minimum Education Required 

• Associates Degree, High School Diploma or GED required, or relevant working experience. 

• Understanding of general business practices including accounting, human resources, and customer service. 

Minimum Experience Required 

• Experience in valet parking. 

• Valid US Drivers License. 

• 2+ years in a management position. 

• Experience with HRIS platforms, such as ADP. 

• Experience with Customer Service. 

Skills Required 

• Strong customer service and client relationship skills. 

• Excellent oral and written communication skills. 

• Strong technology proficiency. 

• Strong organizational skills with a proven track record of meticulous attention to detail and accuracy. 

• Ability to collaborate effectively and work as part of a team. 

• Exceptional attention to detail and able to multitask in a fast paced, deadline driven environment.