Valet Supervisor

NAME OF ENTERPRISE: Buffalo Thunder Incorporated

JOB LOCATION: Hilton Santa Fe Buffalo Thunder Resort

REPORTS TO: Guest Services Manager and/or General Manager

DEPARTMENT: Guest Services

FLSA STATUS: FLSA Non-Exempt

TYPICAL WORK SCHEDULE (DAYS/HRS PER WEEK): 40 hours per week; schedule may vary based on business needs.

POSITION SUMMARY

The Valet/Guest Services Supervisor oversees the daily valet operation for hotel and casino guests at Buffalo Thunder Resort. This position schedules and directs Valet Attendants, helps maintain safe and efficient vehicle flow, handles guest or operational issues, and makes sure keys, tickets, vehicles, and valet procedures are properly controlled. The Supervisor is also expected to work alongside the team when needed and coordinate with other resort departments to maintain consistent guest service.

KEY RESPONSIBILITIES

Valet Operations

• Oversee day-to-day hotel and casino valet operations and make sure appropriate coverage is in place for scheduled service hours.
• Assign attendants, adjust coverage based on guest volume, and help maintain traffic flow at hotel and casino entrances.
• Work the valet operation as needed during busy periods, breaks, call-outs, special events, or other coverage gaps.
• Make sure hotel valet charges and complimentary casino valet procedures are followed correctly.
• Coordinate with Lobby Representatives, Front Office, Security, Casino, and other departments when needed to keep service running smoothly.

Team Supervision

• Train Valet Attendants on parking procedures, key and ticket control, guest service, safety, and department expectations.
• Provide day-to-day direction and address routine performance, attendance, or service issues as they occur.
• Prepare or assist with valet schedules and monitor staffing needs based on occupancy, casino activity, entertainment weekends, and special events.
• Make sure attendants are in proper uniform and ready for their assigned shifts.

Guest Service, Safety & Controls

• Respond to guest concerns involving valet service and escalate significant issues when needed.
• Maintain control of vehicle keys, valet tickets, podiums, supplies, and related records and complete shift reconciliations as required.
• Review and report vehicle damage, accidents, lost keys, safety issues, or other incidents according to property procedures.
• Monitor valet lanes and parking areas for safe operation, cleanliness, and organization.
• Help maintain accurate counts and basic operating information needed to review valet activity and staffing.

General Responsibilities

• Follow and enforce company policies, departmental procedures, safety requirements, and guest-service standards.
• Maintain confidentiality and use good judgment when handling guest information, vehicles, keys, and property.
• Perform other duties as assigned.

REQUIRED QUALIFICATIONS (KNOWLEDGE, SKILLS, AND ABILITIES):

• High school diploma or equivalent required.
• Valid driver’s license with an acceptable driving record and ability to meet company insurability requirements.
• Previous valet, parking, hospitality, casino, guest-service, or supervisory experience preferred.
• Ability to safely operate a variety of passenger vehicles. Ability to drive manual-transmission vehicles preferred.
• CDL license a plus
• Ability to supervise employees, organize shift coverage, and respond calmly to guest or operational issues.
• Good customer-service, communication, and basic recordkeeping skills.
• Ability to work a flexible schedule, including evenings, overnight hours, weekends, holidays, and special events as needed.

PHYSICAL REQUIREMENTS/WORK ENVIRONMENT:

• Frequent standing, walking, brisk movement, bending, reaching, and entering and exiting vehicles throughout the shift.
• Ability to lift and carry luggage or guest items up to 50 lbs. with or without reasonable accommodation.
• Work is performed indoors and outdoors and may include heat, cold, wind, rain, snow, vehicle exhaust, and changing weather conditions.
• Requires sufficient vision, hearing, coordination, and mobility to operate vehicles safely and work around moving traffic.

DISCLAIMER STATEMENT: This job description lists the major duties and responsibilities required of the employee. An employee may be required to perform tasks other than those listed to meet business needs.