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About the Role

We are looking for a unique individual who thinks outside the box to deliver outstanding guest service. If you are passionate about people, share our quirky sense of humor, and can see beyond the traditional scope of checking in and out, this role might be for you. We aim to provide timely, efficient, knowledgeable, warm, and remarkable service by assisting guests with check-in/check-out, engaging them with personalized service, and selling our experience.

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, packages, promotions, daily house count, expected arrivals/departures, 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 guests using traditional, kiosk, or iPad methods.
• Process guest accounts by presenting folios, resolving disputed charges, and settling accounts.
• Adhere to cashiering procedures including processing allowances, making change, posting charges, settling room accounts, running closing reports, counting bank, completing cashier reports, dropping receipts, and securing the bank.
• Maintain a clean, hygienic, and organized work environment and set up workstation with necessary supplies.
• Obtain an assigned bank and ensure accuracy of contracted monies, keeping the bank secure at all times.
• Communicate timely and responsively via digital device.
• Manage The Know program to ensure guest profile information is relevant and utilized to dazzle guests.
• Ensure all guest questions and requests are completed and followed up on while executing fabulous guest service.
• Be creative and think outside the box to create memorable experiences for guests.
• Work well on a team or independently while being accountable for work performed.
• Take, record, and relay messages accurately, completely, and legibly.
• Complete all items on the shift checklist.
• Adhere to security procedures to ensure guest safety.
• Handle all issues and concerns on the overnight shift and keep proper documentation of all important events.
• Be a team player.
• Be highly organized, anticipate needs, and over deliver wherever possible.
• Run the night audit system process and distribute proper reports.
• Be fully informed of hotel & city events to be a source of information for guests.
• Act as the point person for guests and staff overnight.
• Use tact and creativity to handle guest concerns.

Requirements

• Ability to work a shift other than a day shift, such as pm, swing or overnight shift.
• Ability to work on weekends and holidays.
• Stand for periods of 8-10 hours.
• Input and access data in various computer systems.
• Understand guest inquiries and provide clear, concise responses.
• Work with others like a rock star, while constantly advocating for your guests.
• Communicate clearly in verbal and written English.
• Work cohesively with other departments and co-workers as part of a team.
• Focus attention on details.
• Maintain confidentiality of all guests and hotel information.
• Maintain a neat, clean and well-groomed appearance per hotel standards.
• Bend, squat and stretch in areas of limited space to perform cleaning, organization and other duties.
• Adhere to hotel policies including but not limited to attendance, safety, behavior.

Skills

• Excellent communication skills (verbal, written, body language)
• Proficiency in front office technical systems (HMS, EAM, Guestware, GoConcierge, etc.)
• Cashiering procedures
• Digital device communication
• Guest profile management
• Problem-solving
• Teamwork
• Independent work
• Attention to detail
• Confidentiality
• Organization
• Enthusiasm
• Passion
• Sense of humor

Location

• Onsite

Work Type

• Full-time
• Shift work

About the Company

• We believe that everyone should leave feeling better, not just our guests, but also our teammates.
• We hire unique individuals who work together to create amazing experiences for our guests.
• Every member of the team contributes to the success of the whole hotel.
• We aim to deliver outstanding guest service and a magical environment.