San Antonio, Texas HOTEL EMMA MANAGEMENT LLC
Primary Responsibilities:

• 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.
• 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:

1. All hotel features/services, hours of operation.
2. All room types, numbers, layout, decor, appointments and location.
3. All room rates, special packages and promotions.

• Daily house count and expected arrivals/departures.
• Scheduled daily reservations, group activities & 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.
• 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 arrivals to designated server and manager.
• 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.
• Pre-register designated guests and prepare key packets.
• 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.
• Adhere to all cashiering procedures:
• Make change for guests.
• Run closing reports.
• Count and secure bank.
• Complete designated host reports.
• Document pertinent information in the log book/ Open Table/Host Checklist.
• Assist in Room Service phone calls during high traffic hours.
• All other duties as required.

• High school diploma or equivalent
• Minimum six months' experience in a similar position, preferably with a luxury or ultra-luxury restaurant

• Must be able to exert physical effort in transporting 20 pounds, endure various physical movements throughout the work areas
• Reach up and down
• Remain stationary at times throughout work periods. Satisfactorily communicate with guests and co-workers to their understanding.
• Remain in upright position for 8 hours throughout work shift.
• Ability to walk extended periods of time