Guest Service Captain; Valet​/Bell at Hotel Emma

Guest Service Captain (Valet/Bell) at Hotel Emma

Service Worker at Hotel Emma, San Antonio, TX, US

Purpose of the Position:

To support the Guest Services (Valet/Bell) department in ensuring 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 Vision, Storymakers, Service Promises and Values & Behaviors.
• Maintain knowledge of daily house count, arrivals/departures, VIPs, scheduled in-house group activities, locations and times.
• Ensure that parking policies and procedures meet expectations.
• Oversee the proper execution of both valet and bellman functions according to the rotation and standards as they pertain to safety and quality.
• Interact with other team members in a professional manner, and assist other departments as needed.
• Assist Guest Service Agents with arrivals and departures.
• Communicate all pertinent information to the Manager on Duty in a timely manner.
• Solicit guest feedback as necessary, and follow up on any issues or concerns in a timely manner.
• Transport guests in the hotel vehicle within a five (5) mile radius of Hotel Emma in a safe and professional manner.
• Oversee and anticipate proper maintenance of the hotel vehicle: cleanliness, gas, exterior wash.
• Ensure communication with PBX and Front Desk as it pertains to the hotel vehicle.
• Oversee the lighting of fireplaces in the Courtyard and Lobby areas for the times established depending on the season.
• Contribute to the cleanliness of the front of the hotel, pick up trash, coordinate with Housekeeping, etc.
• Oversee guest luggage is safely stored in the luggage closets with a Hotel Emma luggage tag complete with the guest name, number of pieces and the name of the associate.
• Keep track of inventory (waters, firewood, tickets, tags, etc.).
• Report to work for scheduled shift, on time and in uniform, in accordance with company policy.
• Report any equipment failure to the manager on duty.
• Answering phones as business demands and proper radio etiquette to void slang and concern of guest privacy.
• Know and comply with all company policies and procedures pertaining to this position and its duties.
• Takes pride in personal appearance and follows hotel grooming guidelines.

Job Requirements:

• Position requires effective communication with guests and co‑workers.
• Valid Texas driver license with at least one year and exemplary driving record.
• Must be able to operate manual transmission and any type of vehicle within Class
  
  C.
• Ability to present and conduct oneself professionally and emulate the Hotel Emma Culture.
• 1‑year leadership experience and twelve months related valet/bell experience.
• Ability to multi‑task in a fast‑paced working environment.
• Ability to work in a high‑energy environment and handle multiple tasks.
• Flexible schedule required, to include AM/PM, weekends and holidays.