Cellars Guest Service Captain; Valet Captain

Description

• Uphold and adhere to the Hotel Emma Vision, Story makers, Service Promises and Values & Behaviors;
  Including Pearl’s Conditions of Satisfaction, Emma Strong Disciplines, and the Pearl Service Standards.
• Maintain knowledge of daily house count, arrivals/departures, VIPs, scheduled in-house group activities, locations and times. Maintain awareness of resident move-ins, move-outs, recurring service needs, wellness checks, and personalized preferences tracked in Concierge IQ.
• Ensure that parking policies and procedures meet expectations.
• Coordinate Reserved Resident Parking, guest vehicle access, and lifestyle concierge vehicle requests when applicable.
• Oversee the proper execution of both valet and bellman functions according to the rotation and standards as they pertain to safety and quality.
• Oversee all Reserve-tier touchpoints including curbside greeting, event hosting support, amenity reservations, and resident pick-up/drop-off services.
• Interact with other team members in a professional manner, and assist other departments as needed.
• Assist Concierge and Leasing associates with move-ins/outs, package coordination, grocery/parcel support, and personalized welcome rituals.
• Maintain professional radio etiquette at all times.
• Communicate all pertinent information to the Manager on Duty in a timely manner.
• Provide proactive updates on resident sentiment, service trends, emerging needs, and escalations requiring Property Management attention.
• Solicit guest feedback as necessary and follow up on any issues or concerns in a timely manner.
• Facilitate resident courtesy transportation (if applicable), partner-service delivery, and local lifestyle concierge arrangements.
• Ensure curb appeal, lobby presentation, and all amenity entries align with Reserve-tier aesthetic standards at all times.
• Keep track of inventory (waters, firewood, tickets, tags, etc.) including maintaining Reserve-tier welcome inventory (signature beverages, amenity gifts, seasonal items, move-in kits, and special-order resident preferences).
• 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 avoid 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.
• Responsible for receiving, documenting, and communicating all team member call-offs in a timely manner.
• Ensures appropriate shift coverage by coordinating schedule adjustments, calling in additional team members, or providing support personally when necessary.
• Maintains real-time staffing awareness and proactively plans coverage for peak periods, special events, and unexpected operational needs.
• Oversees valet operations during the shift, ensuring all vehicles are handled safely, efficiently, and in accordance with Hotel Emma and the Cellars driving standards.
• Conducts pre-shift huddles, distributes position assignments, and communicates operational priorities to Guest Service Agents.
• Monitors traffic flow, curbside management, and resident arrival patterns to ensure smooth and professional service.
• Provides on-the-ground coaching to GSAs, reinforcing service standards, radio etiquette, and safe driving practices.
• Performs vehicle key management audits and ensures secure storage and accurate logging of all vehicles.
• Performs garage management audits and ensures all vehicles are parked correctly; the garage is free of debris, etc. Reports all infractions to Hotel Emma management team.
• Responds immediately to guest concerns related to valet or bell operations, escalating to the MOD as needed.
• Ensures cleanliness and organization of all valet areas including the drive, lobby entry points, and equipment storage zones.

• Exceptional interpersonal communication with residents, guests, vendors, team members, and Pearl leadership partners.
• Valid Texas driver license with at least one year and exemplary driving record.
• Must be able to operate manual transmission and any type of…