Cellars Guest Service Captain (Valet Captain) $21 per ...

Primary Responsibilities: Duties are as follows but not limited to: Uphold and adhere to the Hotel Emma Vision, Storymakers, 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 void 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. Report 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. Job Requirements: 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 vehicle within Class C. Ability to present and conduct oneself professionally and emulates the Hotel Emma Culture. Must demonstrate Reserve-tier warmth, emotional intelligence, discretion, and anticipatory hospitality. 1-year leadership experience and twelve months related experience. Ability to multi-task in a fast-paced working environment. Ability to pivot between hospitality service and operational needs, including incident support, package management, amenity oversight, and lifestyle concierge tasks. Ability to work in a high-energy environment and handle multiple tasks. Flexible schedule required, to include AM/PM, weekends and holidays. Working Conditions/Physical Demands: The physical demands described here are representative of those that must be met by an employee to successfully perform the essential functions of this job. Ability to move, carry, push, pull, lift minimum 50lbs. Requires ability to support resident move-ins, large parcel intake, and amenity set-ups. Prolonged sitting, standing, walking, lifting and bending without restrictions. Schedule will reflect business demands. Long and unusual hours on occasion. Ability to work in any weather condition. Must be comfortable engaging residents outdoors in Pearl's plaza environment and during programmed events. Strong listening skills and empathetic ear for guest related concerns. Equal Opportunity Employer This employer is required to notify all applicants of their rights pursuant to federal employment laws. For further information, please review the Know Your Rights notice from the Department of Labor.

Created: 2026-03-04