Cellars Guest Service Agent​/Valet

Position: Cellars Guest Service Agent/Valet-$17
Primary Responsibilities:

Duties are as follows but not limited to:

* Uphold and adhere to the Hotel Emma Vision, Story makers, Service Promises and Elements and Diciplines

* Maintain knowledge of daily house count, arrivals/departures, VIPs, scheduled in-house group activities, locations and times.

* Proactively welcome all residents and their guests with name recognition, warmth, and personalized service reflective of Reserve-tier standards.

* Greet all arriving guests by name and offer vehicle and luggage assistance in accordance with Hotel Emma standards. Maintain knowledge of resident preferences, recurring requests, lifestyle needs, and household details.

* Communicate with fellow Guest Services Agents and Front Desk to announce the name over the radio to the front desk to begin the check-in.

* Safely take possession of the guest's vehicle, ensuring a walk around in the presence of the guest.

* Park the guest's vehicle, adhering to safety and health protocols, without incident.

* Retrieve the guest's vehicle in a safe and timely manner, without incident.

* Maintain knowledge of vehicle count at all times.

* Transport luggage to and from guest rooms upon check in/check out in a safe and professional manner. Assist residents with move-in welcome, large deliveries, package support, and amenity set-ups.

* 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 (example: wedding gift room drops.)

* Support resident lifestyle concierge activities such as reservations, on-campus partnerships (Emma, Stable Hall, Pullman Market), and event support.

* Maintain professional radio etiquette at all time.

* Communicate all pertinent information to the Manager on Duty in a timely manner.

* Adhere to designated Guest Services Agent 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.

* Maintain organized and secure package, delivery, and resident storage areas according to Reserve-tier standards.

* Resolve guest complaints, ensuring guest satisfaction and briefing the Manager on Duty.

* Keep stock of guest amenities. (Waters, Magazines, firewood, etc.)

* Takes pride in personal appearance and follows grooming guidelines.

* Be knowledgeable of all emergency procedures and hotel policies. Must be fully trained in property emergency procedures including after-hours support, incident documentation, and resident safety escort protocols.

Job Requirements:

* Position requires effective communication with Hotel guests, visitors and co-workers

* Must meet all safety requirements of the job and while driving guest and hotel vehicles

* Minimum driving requirements include a valid Texas driver license with at least one year and an exemplary driving record; must be able to successfully pass initial background and driving record screening

* Annual driving record check with Hotel's screening company that includes a report meeting minimum insurance requirements (annual driving check to be run by the Hotel);
Driving record check may also be run as needed and at discretion of Hotel Emma

* Communication within 48 hours of any moving violation or driving accident whether on or off the job.

* Exceptional communication with residents, service partners, and property management teams with polished hospitality etiquette.

* Immediate notification of any change in Texas Driver License status and/or health status that would change driving abilities (example: corrective lenses requirements, name changes, medication that limits driving for a period of time, etc.)

* Following safety rules and procedures while driving (including using seatbelt, no cell phone usage while driving or in the vehicle, following all Texas driving laws)

* Texas Driver License must be in associate's possession while driving any vehicle and while on shift

* Immediate notification to the manager on duty of any accident or incident in a guest or hotel vehicle

* Must be able to operate a variety of vehicle types including manual transmission and any type of vehicle within Class C

* Must be able to coordinate third-party transportation partners, ride-share support, and guest access without error.

* Per insurance requirements, must be able to pass any required post-accident drug testing

* Ability to present and conduct oneself professionally and emulates the Hotel Emma Culture. Must uphold Reserve-tier grooming, presence, etiquette, and warmth at all times.

* 1 - 2 years related experience preferred; luxury hotel experience preferred

* Flexible schedule required, to include AM/PM, weekends and holidays

Working Conditions/Physical Demands:

The physical demands described here are…