Guest Service Agent/Valet-$12.00/hr. + tips (Hotel Emma)

San Antonio, TX, USA|

Job Overview

Compensation

Hourly

Exact $12.00

Benefits

Health Insurance

Dental Insurance

Paid Time Off

Retirement Plan

Employee Discounts

flexible schedule

Professional development opportunities

Job Description

Hotel Emma is a distinguished luxury hotel located in the heart of San Antonio, Texas. Known for its exceptional hospitality, rich history, and unique blend of industrial architecture and refined elegance, Hotel Emma offers guests an unmatched experience in the hospitality industry. The property boasts a captivating ambiance that combines modern luxury with historical elements, providing a welcoming and sophisticated environment for both leisure and business travelers. As part of its commitment to excellence, Hotel Emma emphasizes personalized service, attention to detail, and creating memorable moments for every guest. The hotel is recognized for its Reserve-tier standards, which include superior service promises, story-making experiences, and dedicated guest-focused operations that elevate the overall stay.

The Guest Services Agent role at Hotel Emma is integral to upholding the hotel’s esteemed standards and delivering personalized customer care. This position requires a professional who is both personable and detail-oriented, responsible for welcoming residents and guests with warmth and name recognition, delivering exceptional service reflective of luxury expectations. The role’s duties extend to managing guest vehicle parking and retrieval safely, assisting with luggage transport, and supporting various guest requests and lifestyle concierge activities. A keen understanding of guest preferences and needs is essential to provide a seamless and high-quality experience. The Guest Services Agent also acts as a vital communication link between guests, front desk, and other hotel departments to ensure smooth operations and timely responses.

In addition to direct guest interaction, this role involves operating a range of vehicles, adhering to strict safety and health protocols, and maintaining knowledge of daily operations such as house counts and VIP arrivals. The ideal candidate must demonstrate flexibility with their schedule, including availability for shifts during weekends, holidays, mornings, and evenings. Experience in luxury hotel settings and a commitment to maintaining the highest grooming and etiquette standards are highly valued. This position offers a dynamic working environment where the agent supports diverse hotel activities and contributes to the overall guest experience that defines Hotel Emma. Working at Hotel Emma means being part of a team dedicated to hospitality excellence and the unique culture of a storied and celebrated San Antonio landmark.

Job Requirements

Effective communication with hotel guests, visitors and co-workers
Must meet all safety requirements of the job and while driving guest and hotel vehicles
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
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
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
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
1 - 2 years related experience preferred
Luxury hotel experience preferred
Flexible schedule required to include AM/PM, weekends and holidays

Job Qualifications

High school diploma or equivalent
1 - 2 years related experience in luxury hotel or hospitality industry preferred
Valid Texas driver license with exemplary driving record
Knowledge of safety protocols and vehicle operation
Strong communication and interpersonal skills
Ability to work flexible schedule including weekends and holidays
Professional grooming and etiquette consistent with Reserve-tier standards
Ability to handle guest concerns and resolve complaints effectively
Training in emergency procedures preferred
Food handler certification preferred

Job Duties

Uphold and adhere to 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.)
Take 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