Ramp Captain

About Evolution Parking & Guest Services

We are America's exclusive provider of specialized valet parking and front door services for hotels and resorts nationwide. Our team operates and manages parking and front door services at top hotels like the Waldorf Astoria, Renaissance, Hilton, Marriott, Sofitel, Hyatt, and more.

Our focus on the hotel industry allows us to provide a sophisticated guest service platform without distractions. We offer hotel valet parking management and bell services as our only niche, ensuring our undivided attention.

Job Summary

The Ramp Captain is responsible for orchestrating the service experience for hotel guests while working with coworkers to meet or exceed site service standards. Under the direction of the Manager, the Ramp Captain has additional duties involving coordination and administration, as well as providing troubleshooting and guidance when the Manager is not on-site.

Duties and Responsibilities

• Maintain a pleasant, friendly, and professional demeanor with all guests, hotel staff, and coworkers.
• Acknowledge and greet guests within 30 seconds of arrival to create a favorable first and last impression.
• Effectively deliver 'Aggressive Hospitality' to guests.
• Address guests using the appropriate greeting for the site.
• Open all vehicle and hotel doors for guests.
• Check in arriving guests and explain vehicle parking and retrieval procedures.
• Run at top speed to park and retrieve vehicles while driving slowly and cautiously.
• Maintain accuracy and composure while under pressure to effectively handle guest complaints and difficult situations.
• Use proper phone etiquette.
• Post up in appropriate areas when not assisting guests or completing other tasks.
• Conduct an effective room presentation when providing bell services for guests.
• Assist with the delivery and pick-up of items to guest rooms.
• Assist guests with directions, taxis, reservations, and other inquiries.
• Maintain a detailed knowledge of the hotel, outlets, meeting rooms, amenities, main attractions in the area, parking rates, and other pertinent information.
• Promote a teamwork philosophy through leading by example and effective communication skills.
• Lead the work group in delivering high levels of guest service.
• Appoint fellow associates to certain routine roles; assign coworkers to non-ordinary roles at the direction of the Manager.
• At the direction of the Manager, reduce staff during the work shift if business conditions dictate, using an approved method.

Safety and Loss Prevention

• Demonstrate knowledge of site-specific safety and security procedures.
• Report all accidents and incidents to the Manager or another designated member of management.
• Report all potential hot spots and safety concerns to the Manager.
• Use only equipment trained to use and operate all equipment in a safe manner.
• Practice preventative safety procedures and follow established safety procedures as set forth by company.
• Issue claim checks to guests only after receiving vehicle keys and collect vehicle claim checks from all guests prior to issuing keys.
• Complete ticket information including key tag, guest folio, location of vehicle, damage surveys, and claim check receipt for all vehicles taken into the valet system.
• Complete incident reports that are detailed and strictly factual.
• Secure all keys on a belt clip or in a locked key box.
• Lead the workgroup in facilitating a safe working environment.

Systems and Standards

• Complete all tasks in a timely manner as instructed by the Manager.
• Adhere to the work schedule in completing and performing assigned tasks.
• Cooperate with management and coworkers to ensure that services can be maintained to meet the needs of the customer.
• Maintain a clean, neat work environment including all surrounding areas of drive, valet desk, parking area, bell carts, bell closet, trash receptacles, and ash urns.
• Create and maintain an atmosphere of warmth, personal interest, and positive emphasis.
• Treat guests and fellow employees with courtesy, respect, and dignity.
• Follow all appearance standards as set forth by company, including complete approved pressed uniform.
• Follow all attendance standards as set forth by company, as required by the scheduling which may vary according to business needs.
• Notify the Manager of lateness to work or absence from work according to policy.
• Execute all terms and conditions as set forth in the company Associate Handbook, policies, and standard operating procedures.

Requirements

• Associates Degree, High School Diploma, or GED required, or relevant working experience.
• Understanding of general business practices including accounting, human resources, and customer service.

Preferred Qualifications

• 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

• 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.

Benefits

• Health, Dental, and Vision Insurance.
• 401K with company match.
• Employee Discounts with selected retailers.
• Paid Time Off and Company Paid Holidays.

Evolution Parking & Guest Services is proud to be an Equal Opportunity Employer with opportunities for advancement. All qualified applicants will receive consideration for employment without regard to race, color, religion, sex, sexual orientation, gender identity, national origin, disability, age, protected veteran status, or other protected categories.