What are the responsibilities and job description for the Guest Service Agent/Valet-9.00+tips position at HOTEL EMMA MANAGEMENT LLC?
Purpose of the Position:
To provide exceptional service to all guests, fellow team members and visitors, while serving as welcome ambassadors at hotel entrances and in public areas.
Primary Responsibilities:
Duties are as follows but not limited to:
- Uphold and adhere to the Hotel Emma Purpose of Being, Service Promises and Values & Behaviors.
- Maintain knowledge of daily house count, arrivals/departures, VIPs, scheduled in-house group activities, locations and times.
- Proactively welcome all guests with a smile and genuine care for their Hotel Emma experience.
- Greet all arriving guests by name, and offer luggage assistance in accordance with Hotel Emma standards.
- Work closely with the Valet and/or Front Desk to announce the name over the radio to the front desk to begin the check-in.
- Transport luggage to and from guest rooms upon check in/check out in a safe and professional manner.
- 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.
- Maintain radio etiquette at all times including and not limited to speaking professionally over the radio.
- Communicate all pertinent information to the Front Office Manager and Assistant Front Office Manager.
- Adhere to designated Bellman 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.
- Storage of guest luggage safely in the Bell Closet with a Hotel Emma luggage tag complete with the guest name, number of pieces and the name of the associate.
- Transport guests in the hotel vehicle within a three (3) mile radius of Hotel Emma in a safe and professional manner.
- Resolve guest complaints, ensuring guest satisfaction and briefing the Manager on Duty.
- Maintain the lighting of fire places in the Courtyard and Lobby areas for the times established depending on the season.
- Takes pride in personal appearance and follows hotel grooming guidelines.
- Be knowledgeable of all emergency procedures and hotel policies.
Job Requirements:
- Position requires effective communication with guests and co-workers.
- Ability to present and conduct oneself professionally and emulates the Hotel Emma Culture.
- Twelve months related experience.
- Flexible schedule required, to include AM/PM, weekends and holidays.