Arrival Services Supervisor - Hilton Norfolk Main

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MUST BE WILLING TO WORK LATE NIGHTS

Supervise and work together with the line level staff in the daily operations of the Valet, bell and doorareas to achieve customer satisfaction, quality service, and financial goals and to maintain compliance with corporate/franchise policies and procedures, and applicable federal, state and local regulations.

Responsibilities of Gold Key|PHR Supervisors:

• Understand the needs of the shift, deploy resources and communicate the plan to the staff department so that products and services are delivered timely and to the department’s specifications.
• Use the department’s Job Skill Handbooks to consistently coach and train Associates.
• Use the approved tools and checklists to set daily expectations for each Associate and ensure completion of the assigned tasks.
• Provide daily motivation and encouragement to motivate each Associate and create the environment and teamwork for excellent service.
• Monitor daily time and attendance including clock in and out to ensure daily labor budget is met. Make adjustments as needed to respond to call offs or changes in forecasted business volume.
• Follow Service Recovery guidelines to ensure that guest concerns are resolved to complete satisfaction. Understand and expand guest concerns when necessary.
• Champion Gold Key/PHR’s service culture, “The Keys to Making it Right” to proactively focus Associates on what matters most to lead in guest satisfaction for the brand, our market competitors and on social media.
• Constant inspection of your assigned areas of responsibility to ensure alignment with standards, specifications and inventories, which include cleanliness, environment/sense of place and guest experience; deploy corrective action or resources when necessary.
• Proactively manage safety and security procedures to prevent accidents, ensure healthy environments for both Associates and Guests.
• Ensure individual compliance with all Gold Key|PHR, Brand and state or federal training requirements for your role to include new hire, certification and re-certification as needed.
• Other duties as assigned.
• Work with the Hospitality Manager and Managing Director to maximize revenue and minimize expenses while providing the highest level of guest service during their scheduled shift. Watch the balance of spaces used verses cost of additional parking, making decisions on which cars to accept when in a non-revenue situation because of high usage. The Supervisor position will be a working position functioning both as a supervisor and a valet attendant
• Function as the shift leader handling any guest comments or claims while providing parking service to all guests
• Greet customers, park and secure vehicles, including locking doors and closing all hatches and windows
• Function as a key associate providing the 1st impression of the hotel to each guest
• Manage the maintenance and sanitation of the garage during the shift to ensure a safe work environment, compliance with applicable regulations and protection of the physical asset
• Perform the tasks of employees supervised when needed to facilitate service and for training purposes
• Create weekly schedules in accordance with budgeted staffing guidelines while maximizing the guest experience.
• Supervise and assist doorperson and bellstaff as needed.
• Conduct daily pre‑shift meetings to ensure Associates are aware of all events and needs.
• Act as driver for company vehicles as needed. Responsible for the maintenance of any vehicles, bicycles, golf carts etc.
• Work with designated Director or Manager to maximize revenue & minimize expenses while providing the highest level of guest service during their scheduled shift.
• Greet customers, park & secure vehicles, including locking doors & closing all hatches & windows.
• Provide guest services in a highly professional manner exceeding guest expectations at all times by creating the WOW experience.
• Perform the duties of Valet Cashier in his/her absence
• Ability togive and make correctchange to valet attendants and guests when needed.
• Oversee and supervise all valet staff.
• Conduct orientation training with new associates
• Focus on providing world‑class service…