Job Overview
Compensation
Type:
Hourly
Rate:
Range $13.00 - $17.00
Work Schedule
Standard Hours
Day Shifts
Benefits
Health Insurance
Dental Insurance
Paid Time Off
Retirement Plan
Employee Discounts
Professional development opportunities
Employee wellness programs
Job Description
Hotel Emma is a luxury hotel located in San Antonio, renowned for its unparalleled blend of historic charm and contemporary elegance. Nestled in the heart of the Pearl Brewery complex, Hotel Emma seamlessly combines a rich heritage with modern sophistication to create an extraordinary guest experience. The hotel boasts exquisite design, impeccable service, and a range of premium amenities, making it a premier destination for travelers seeking distinctive accommodations and an authentic connection to the local culture and history. As part of this esteemed establishment, employees benefit from working in an environment committed to excellence and hospitality innovation.
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Job Requirements
- high school diploma or equivalent
- customer service experience preferred
- minimum six months' experience in a similar position, preferably with a luxury or ultra-luxury restaurant
Job Qualifications
- knowledge of customer service principles
- experience in luxury hospitality or restaurant settings
- proficiency with reservation systems such as Open Table
- excellent interpersonal and communication skills
- ability to multitask and manage guest relations effectively
- strong organizational and problem-solving skills
- professionalism and discretion in handling guest information
Job Duties
- be a Carriqui/Hotel Emma Storymaker
- maintain complete knowledge of and comply with all departmental policies, service procedures and standards
- ensure that standards are maintained at a superior level on a daily basis
- maintain complete knowledge of correct maintenance and use of equipment
- use equipment only as intended
- anticipate guests' needs, respond promptly and acknowledge all guests, however busy and whatever time of day
- promptly seat guest, pulling out chairs for ladies, general conversation about their day
- maintain positive guest relations at all times
- resolve guest complaints, ensuring guest satisfaction
- monitor and maintain cleanliness, sanitation and organization of assigned work areas
- maintain complete knowledge at all times of all hotel features/services, hours of operation
- maintain complete knowledge at all times of all room types, numbers, layout, decor, appointments and location
- maintain complete knowledge at all times of all room rates, special packages and promotions
- maintain complete knowledge at all times of daily house count and expected arrivals/departures
- maintain complete knowledge at all times of scheduled daily reservations, group activities and VIP's
- meet with supervisor to review daily assignments and priorities
- access all reservations from Open Table
- set up work station with necessary supplies
- answer department telephone within 3 rings, using correct greeting and telephone etiquette
- promote positive guest relations to all individuals approaching the host stand, smiling, eye contact and immediate positive response
- confirm reservation in system and review all noted information
- for guests without a reservation, be strategic in the time slot
- register guest in the computer with as much detail as possible
- verify reservation information with the guest (first and last name, party size, email and special request)
- communicate any specials or promotions
- direct seater to escort guest to assigned table
- maintain guest history files on all guests
- communicate VIP and special guest arrivals to designated server and manager, in both front and heart of house
- document all guest requests, complaints or problems
- take, record and relay messages accurately, completely and legibly
- document and confirm reservations and cancellations
- block tables in computer and follow through on designated requirements
- communicate pertinent guest information to designated departments/personnel (i.e., special requests, amenity delivery)
- generate, print and distribute daily and weekly reports
- resolve discrepancies with reservations
- retrieve guest preferences service staff and update guest notes in Open Table
- solicit guest comments on their stay
- document pertinent information in the log book/Open Table/Host Checklist
- provide warmth and hospitality—making all guests feel welcomed and appreciated with smiling and genuine interactions
- make adjustments to accommodate guests while keeping leadership informed
- partner daily with concierge team to review guest profiles including celebrations, allergens, dietary restrictions, and personal touches
- maintain perimeter upkeep of the restaurant including lights, debris, patio cleanliness and organization
- bring all SKR and private party inquiries to Supper leadership promptly
- practice mutual respect and discretion with guests and associates
- be present and aware on duty, coordinating with hosts to manage entrances and doors
- engage with guests outside, informing them of menu offerings and promoting the restaurant experience
Job Qualifications
Experience
Entry Level (1-2 years)
Job Location
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