Front Desk Agent, Hotel Operations

THE NITTY-GRITTY (The Essential Job Duties):

• Maintain the Virgin "Tone of Voice," Culture & level of standards set forth by the management team.
• Learn and retain complete knowledge of front office procedures and comply with all policies and procedures.
• Always maintain complete knowledge of the following:

• Room availability status for any given day
• All room rates, special packages, and promotions
• Scheduled daily group activities
• Daily house count and expected arrivals/departures
• All room types, numbers, layout, décor, appointments & location
• Hotel features/services, hours of operation

• Be creative and think outside the box to create memorable experiences for our guests
• Assist and process check-in & check-outs for our guests in accordance with their preference (traditional, kiosk, iPad)
• Ensure all guests questions & requests are completed & followed up on while executing fabulous guest service
• Learn and retain knowledge of all front office technical systems (LMS, EAM, HotSOS, InfoG, Salto)
• Obtain an assigned bank and ensure accuracy of contracted monies. Always keep bank secure
• Maintain a clean, hygienic, and organized work environment. Set up workstation with necessary supplies
• Complete all items on the shift checklist
• Be able to communicate timely and in a responsive manner via digital device
• Take, record, and relay messages accurately, completely, and legibly
• Adhere to security procedures to ensure our guest's safety
• Manage The Know program to ensure guest profile information is relevant and it is being utilized to dazzle our guests during their stay
• Use excellent communication skills with guests, staff including verbal, written and body language
• Process guest accounts by presenting folios to guests when requested, resolving any disputed charges & settling accounts by following accounting procedures
• Handle all issues and concerns and keep proper documentation of all important events

WHAT IT TAKES (The Qualities We Look For):

• High school or equivalent education required
• Ability to compute accurate mathematical calculations
• Ability to communicate in English clearly and pleasantly with guests, management/co-workers, both in person and on the telephone
• Current, legal, and unrestricted ability to work in The United States
• Proficient computer knowledge

MUST HAVE'S:

• Focus attention on details
• Understand guest inquiries and provide clear, concise responses
• Input and access data in various computer systems
• Maintain confidentiality of all guests and hotel information
• Communicate clearly in verbal and written English
• Work cohesively with other departments and co-workers as part of a team
• Maintain a neat, clean, and well-groomed appearance per hotel standards

• Must be enthusiastic, passionate and possess a wicked sense of humor! No wallflowers permitted!
• Highly organized, anticipating needs and over delivering wherever possible
• Adhere to hotel policies including but not limited to attendance, safety, behavior
• Work well on a team or independently while being accountable for work performed
• Be a team player!

THE WORKING CONDITIONS:

• Work in crowds and sound the severity of which depends upon customer volume
• Move around the service desk effectively, pull up portfolios, reach across counter for customer transactions and retrieve and replace safety deposit boxes as needed.
• Bend, squat and stretch in areas of limited space to perform cleaning, organization, and other duties
• Stand for periods of 8-10 hours

VALUABLE TRAITS:

• 50% logical / 50% creative / 100% AWESOME
• Adaptive, Flexible!
• Unwavering integrity and endless work ethic
• Embody "great attitude"
• Tenacious and self-motivated
• Appreciate constructive feedback, as well as graciously providing the same
• Enjoy working with a team and alone as the situation dictates

*Virgin Hotels celebrates diversity and is proud to be an Equal Opportunity Employer*