The Guest Service 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 Account Manager, the Guest Service Captain has additional duties involving coordination and administration, as well as providing troubleshooting and/or guidance when the manager is not on-site. The Guest Service 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 instruction for how to proceed. Essential functions include maintaining a pleasant, friendly and professional demeanor with guests and coworkers, greeting guests promptly, opening vehicle and hotel doors, checking in guests, parking and retrieving vehicles carefully, handling guest complaints, using proper phone etiquette, assisting guests with directions and inquiries, leading the work group in delivering guest service, issuing claim checks and securing keys, ensuring no lift services are provided but assistance is offered, maintaining guest confidentiality and security of information, assisting the Account Manager with scheduling and revenue collection, completing shift reports and paperwork accurately. Qualifications include a high school diploma or GED, minimum 18 years of age, passing background checks, six months related experience or equivalent, valid driver's license with clean record, ability to drive manual transmission, and strong communication and mathematical skills. Physical demands include ability to talk, hear, sit or stand for extended periods, run, walk, handle objects, climb stairs, and lift up to 100 pounds occasionally. Work is mostly outdoors with exposure to weather conditions. Travel up to 5% may be required.
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