Ramp Captain

About Evolution Parking & Guest Services

Evolution Parking & Guest Services is America's exclusive provider of specialized valet parking and front door services exclusively for hotels and resorts nationwide. We operate and manage the parking and front door services and the exceptional team members that make it all possible at America's finest hotels such as the Waldorf Astoria, Renaissance, Hilton, Marriott, Sofitel, Hyatt and countless more.

Our strict focus on only serving the hotel industry affords our clients the benefit of a more sophisticated guest service platform without the distractions from other verticals. Hotel Valet Parking Management and Bell Services is our only niche and provided our undivided attention.

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.

Our Benefits

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

Note: An applicant assessment and background check may be part of your hiring process.

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.

No recruitment agencies, please.

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