About Towne 

Towne is an exceptional arrival through departure experience company. With its best-in-class parking and hospitality solutions and its fully integrated technology platform, we deliver seamless parking and mobility experiences in the places where people live, learn, work, play, rejuvenate, and recover. Towne’s 14,000 team members create smiles by delivering exceptional experiences for the millions of people we proudly serve each year. For nearly 40 years, Towne has been committed to providing the best experience, delivered by the best team, powered by innovative technology, enhancing lives and communities. For more information, visit www.towne.com and follow us on LinkedIn. 

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Job Details

Full time. Monday-Friday. Weekends as required.

Parking Supervisory required.

Compensation: Towne Park is committed to offering competitive, fair, and commensurate compensation. Actual compensation will be based on a candidate’s job-related skills, experience, education or training, and location. The hourly base pay range for this position is $20-$23 per hour.

Benefits: Employees are eligible to enroll in medical, dental, and vision insurance, accident insurance, critical illness insurance, hospital indemnity insurance, and telemedicine benefits. Employees are provided company-paid basic life and AD&D insurance as well as short-term and long-term disability. Employees are also able to enroll in the company’s 401k retirement savings plan.

Paid Time Off: Employees accrue 0.0654 hours of PTO per hour worked up to a maximum of 136 hours per calendar year. Employees receive 6 paid holidays throughout the calendar year and employees accrue up to a maximum of 4 paid floating holidays per calendar year.

Eligibility requirements apply to some benefits and may depend on your job classification and length of employment. Benefits are subject to change and may be subject to a specific plan or program terms.

SUMMARY

The Guest Experience 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 Experience 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

Reasonable accommodations may be made to enable individuals with disabilities to perform all functions.

Descriptive Statement(s) % of Time

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.

Effectively participates in “The Show” and delivers “Aggressive Hospitality” to guests. Addresses guests using the

appropriate greeting for the site. 20

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. 20

Assists guests with bell services and luggage storage as needed. Conducts thorough-room presentations for

guests. Assists guests with room changes when needed. 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. 20

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. At the direction of the Account

Manager, reduces staff during the work shift if business conditions dictate, using an approved method. 20

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. 10

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.

10

QUALIFICATIONS

Education:

§ High school diploma or general education degree (GED)

Required Licensure, Certification, etc.:

§ A valid driver’s license and clean driving record

§ Must be at least 18 years of age and be able to pass a criminal background and drug screen

§ Must complete the Wheelchair Safety Training course provided by Towne Park