Guest Service Agent​/Valet

Guest Service Agent/Valet

Hotel Emma

Purpose of the Position: To provide exceptional service to all guests, fellow team members and visitors, while serving as welcome ambassadors at hotel entrances and in public areas.

Primary Responsibilities:

• Uphold and adhere to the Hotel Emma Purpose of Being, Service Promises and Values & Behaviors.
• Maintain knowledge of daily house count, arrivals/departures, VIPs, scheduled in-house group activities, locations and times.
• Proactively welcome all guests with a smile and genuine care for their Hotel Emma experience.
• Greet all arriving guests by name, and offer luggage assistance in accordance with Hotel Emma standards.
• Work closely with the Valet and/or Front Desk to announce the name over the radio to the front desk to begin the check-in.
• Transport luggage to and from guest rooms upon check in/check out in a safe and professional manner.
• Interact with other team members in a professional manner, and assist other departments as needed.
• Assist with special requests and miscellaneous tasks on scheduled or impromptu basis.
• Maintain radio etiquette at all times including and not limited to speaking professionally over the radio.
• Communicate all pertinent information to the Front Office Manager and Assistant Front Office Manager.
• Adhere to designated Bellman positions to open the Reception doors for all guests and locals.
• Report to work for scheduled shift, on time and in uniform, in accordance with company policy.
• Know and comply with all company policies and procedures pertaining to this position and its duties.
• Solicit guest feedback as necessary, and follow up on any issues or concerns in a timely manner.
• Storage of guest luggage safely in the Bell Closet with a Hotel Emma luggage tag complete with the guest name, number of pieces and the name of the associate.
• Transport guests in the hotel vehicle within a three (3) mile radius of Hotel Emma in a safe and professional manner.
• Resolve guest complaints, ensuring guest satisfaction and briefing the Manager on Duty.
• Maintain the lighting of fire places in the Courtyard and Lobby areas for the times established depending on the season.
• Takes pride in personal appearance and follows hotel grooming guidelines.
• Be knowledgeable of all emergency procedures and hotel policies.

Job Requirements:

• Position requires effective communication with guests and co-workers.
• Ability to present and conduct oneself professionally and emulates the Hotel Emma Culture.
• Twelve months related experience.
• Flexible schedule required, to include AM/PM, weekends and holidays.

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