Cellars Overnight Guest Service Agent​/Valet

Primary Responsibilities

• Uphold and adhere to the Hotel Emma Vision, Story makers, Service Promises and Elements and Disciplines
• 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
• 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

• 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…