The Valet Key Controller is responsible for the day to day operation of the Valet Parking Office. This includes ensuring we are providing the highest level of service to hotel guests and ensuring the overall operation of the Valet Office runs smoothly and is maintained at all times.
Reporting to the Valet Services Manager, responsibilities and essential job functions include but are not limited to the following:
- Greets all customers by name when possible, taking care of their needs, and developing a rapport with each person parking with us
- Ensures our guests experience an outstanding sense of arrival and departure
- Awareness and acknowledgement of our ALL ACCOR members
- Utilizes Company provided software to keep detailed records of all keys checked in and out, including vehicle information, time stamps, and driver details ensuring accountability and location tracking of each vehicle
- Maintains an organized key storage system to ensure quick and efficient access to keys when needed involving the use of key racks, key cabinets, and/or electronic key management systems
- Hands out keys to valet drivers responsible for parking and retrieving vehicles
- Provides excellent customer service by promptly retrieving and returning keys to customers, answering any questions they may have, and addressing any concerns in a professional manner
- Provides customers with a valet ticket and communicates the retrieval process, familiarizing guests with our O-Valet retrieval application
- Resolves any issues related to key mix-ups, lost keys, or misplaced vehicles in a timely and efficient manner. This may involve coordinating with other staff members or management to find solutions
- Ensures vehicles are pulled in a timely manner and to guests’ specifications while accurately tracking vehicle pull rotation
- Ensures all entrance areas are free and clear from congestion for arrivals and departures of vehicles in an expedient manner
- In the course of normal duties, observe, report, and take immediate corrective action on deficiencies, malfunctions, and untidiness
- Answer telephone calls and answer questions to Accor standards
- When requested or anticipated, provides guests with information and answers to questions about Hotel facilities, meeting functions, dining facilities, local transportation alternatives, and local visitor and tourist attractions
- Conducts regular audits to ensure keys and vehicles are in correct locations
- Conducts regular audits to ensure the safety of guest vehicles, ensuring all vehicles are locked
- Assists in fire alarms by fulfilling duties as outlined in the hotel fire response manual
- Assists in ensuring guest and co-worker safety and security by reporting any suspicious or unusual behavior occurrence to the appropriate supervisor on duty, and informing security
- Other duties as assigned