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About the Role

We are looking for a unique individual who thinks outside the box and is passionate about people. This role aims to deliver outstanding guest service by offering timely, efficient, knowledgeable, warm, and remarkable service. You will be responsible for maintaining continuous communication with all departments to monitor guest requests and ensure every guest has a positive 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.
• Maintain complete knowledge of hotel features/services, hours of operation, room types, rates, promotions, house count, room availability, and scheduled 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 various methods (traditional, kiosk, iPad).
• Process guest accounts, resolve disputed charges, and settle accounts 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 the bank.
• Maintain a clean, hygienic, and organized work environment and set up workstations.
• Obtain an assigned bank and ensure accuracy of contracted monies, keeping it secure.
• Communicate timely and responsively via digital device.
• Manage The Know program to ensure guest profile information is relevant and utilized to enhance guest stays.
• Ensure all guest questions & requests are completed and followed up on.
• Deliver VIP arrival amenities and assist with room inspections for VIP arrivals.
• Assist in carrying out the amenity program for VIPs and loyalty programs.
• Proactively outreach to upcoming VIP guests and coordinate their stay as a concierge.
• Audit incoming reservations and flag VIPs accordingly.
• Communicate VIP arrivals with all departments and coordinate key components for guest satisfaction.
• Answer phones and assist with lobby greeting.
• Assist with guest recovery efforts.
• Be creative and think outside the box to create memorable experiences.
• Work well on a team or independently while being accountable.
• Take, record, and relay messages accurately, completely, and legibly.
• Enthusiastically describe details of food dishes and beverages.
• Complete all items on the shift checklist.
• Adhere to security procedures to ensure guest safety.
• Be a team player.
• Be highly organized, anticipate needs, and over deliver.
• Be enthusiastic, passionate, and possess a wicked sense of humor.

Requirements

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

Skills

• Excellent communication skills (verbal, written, body language)
• Proficient MS Word, Excel, and PowerPoint
• Ability to work on nights, weekends and holidays

Location

• Onsite

Work Type

• Full-time

Education Level

• High school or equivalent
• Bachelors Degree preferred

About the Company

• We believe that everyone should leave feeling better this means not just our guests, 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 hotel.
• No-one is more important than anyone else, and unless we are in it together, we can’t create that special experience for our guests.