Valet Manager

Valet Manager

The Valet Manager at The Cooper Hotel oversees all aspects of the valet operation to ensure an elevated, seamless, and luxurious arrival and departure experience for every guest. This role is accountable for managing the valet team, enforcing Forbes service standards, maintaining the safety and integrity of all vehicle handling, and optimizing team performance. As a highly visible leader in the guest services department, the Valet Manager plays a critical role in shaping first and last impressions while upholding Charleston's signature warmth and hospitality.

The duties and responsibilities include :

• Directly manage and mentor valet supervisors and runners, ensuring full compliance with Forbes 5-Star service standards.
• Recruit, train, and onboard team members; foster a culture of accountability, professionalism, and teamwork.
• Conduct regular performance evaluations and provide coaching, recognition, and corrective action as needed.
• Lead daily shift briefings to review service expectations, VIP arrivals, safety protocols, and hotel updates.
• Ensure every guest is greeted promptly by name with warmth, courtesy, and a polished presentation.
• Monitor and enhance the quality of valet interactions, maintaining a service experience aligned with the hotel's luxury positioning.
• Personally manage VIP guest arrivals and special vehicle accommodations with discretion and care.
• Proactively handle service recovery, complaints, and operational challenges with professionalism and tact.
• Develop, implement, and maintain valet operating procedures that reflect efficiency, safety, and exceptional guest service.
• Ensure proper documentation and logging of vehicle keys, parking locations, tickets, and guest charges.
• Oversee the care, cleanliness, and organization of the valet stand, drive, and staging areas.
• Monitor traffic flow and collaborate with bell, front desk, and concierge teams to avoid congestion and maintain order at the porte-cochre.
• Enforce safe vehicle handling procedures, including low-speed operation, parking protocol, and damage prevention policies.
• Investigate and resolve any incidents involving guest vehicles; file detailed incident reports and follow internal claims protocols.
• Ensure compliance with insurance, legal, and brand standards related to valet services and transportation.
• Manage valet scheduling to ensure appropriate staffing for all shifts, events, and peak periods.
• Track and report valet revenue, tips, and expenses; analyze performance metrics and adjust operations accordingly.
• Maintain valet inventory (tickets, radios, uniforms, signage) and order supplies as needed.
• Ensure payroll accuracy, attendance tracking, and adherence to labor budget goals.

Required skills and experience include :

Physical requirements include :