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About the Role

We aim to deliver outstanding guest service by offering timely, efficient, knowledgeable, warm, and remarkable service. We will listen, record, and maintain continuous communication with all departments to monitor the completion of all guest requests. All incoming calls will be answered warmly, efficiently, and thoroughly so that each guest hangs up the phone feeling better.

Responsibilities

• Learn and retain complete knowledge of front office procedures and comply with all policies and procedures.
• Maintain the Virgin “Tone of Voice,” culture & level of standards set forth by the management team.
• Maintain complete knowledge of hotel features/services, hours of operation, room types, rates, daily house count, room availability, and scheduled daily group activities.
• Use excellent communication skills with guests and staff including verbal, written and body language.
• Learn and retain knowledge of all front office technical systems (HMS, EAM, Guestware, GoConcierge, etc).
• Assist and process check-in & check-outs for our guests in accordance with their preference (traditional, kiosk, iPad).
• Process guest accounts by presenting folios, resolving disputed charges, and settling accounts by following accounting procedures.
• Adhere to cashiering procedures including processing allowances, making change, posting charges, settling room accounts, running closing reports, counting bank, completing reports, dropping receipts, and securing bank.
• Maintain a clean, hygienic and organized work environment.
• Set up workstation with necessary supplies.
• Obtain an assigned bank and ensure accuracy of contracted monies.
• Keep bank secure at all times.
• Communicate timely and in a responsive manner via digital device.
• Manage The Know program to ensure guest profile information is relevant and utilized to dazzle guests.
• Ensure all guest questions & requests are completed & followed up on while executing fabulous guest service.
• Be creative and think outside the box to create memorable experiences for our guests.
• Work well on a team or independently while being accountable for work performed.
• Take, record and relay messages accurately, completely and legibly.
• Enthusiastically describe details of food dishes and beverages available in all F&B outlets.
• Complete all items on the shift checklist.
• Adhere to security procedures to ensure guest safety.
• Be a team player!
• Be highly organized, anticipating needs and over delivering wherever possible.
• Be enthusiastic, passionate and possess a wicked sense of humor.

Requirements

• Current, legal and unrestricted ability to work in the United States.
• Ability to compute accurate mathematical calculations.
• Ability to clearly and pleasantly communicate in English with guests, management/co-workers, both in person and on the telephone.
• Ability to work on nights, weekends and holidays.

Skills

• MS Word
• MS Excel
• MS PowerPoint

Location

• Onsite

Work Type

• Full-time

Education Level

• Bachelors Degree preferred

About the Company

• We believe that everyone should leave feeling better – this means not just our guests and owners, but also our teammates.
• Everyone should go home feeling better because they learned something new, or had fun working that day.
• We hire unique individuals who work together to create amazing experiences for our guests.
• We recognize that every member of the team contributes to the success of the whole organization.
• No-one is more important than anyone else, and unless we are in it together, we can’t create that special experience for our guest.