Guest Service Agent/Valet (Hotel Emma)

Silver Ventures LLC•San Antonio, TX

3d•Onsite

About The Position

The Guest Service Agent/Valet at Hotel Emma is responsible for upholding the hotel's vision, service standards, and providing exceptional personalized service to residents and their guests. This role involves managing vehicle and luggage assistance, maintaining knowledge of resident preferences, and supporting various guest services and lifestyle concierge activities. The position requires proactive engagement, professional communication, and adherence to all hotel policies and safety protocols.

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.

Nice To Haves

1 – 2 years related experience preferred
luxury hotel experience preferred
Food Handler certification

Responsibilities

Uphold and adhere to the Hotel Emma Vision, Storymakers, 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.
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.