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 safety and confidentiality, assisting with scheduling and revenue collection, and completing shift reports. The role requires a high school diploma or GED, a valid driver's license with a clean record, ability to drive manual transmission, and passing background checks and training. Physical demands include ability to lift up to 100 pounds occasionally and work outdoors in various weather conditions.
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