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About the Role

We are looking for an individual who thinks outside the box and is passionate about people. This role involves delivering outstanding guest service by assisting with check-in/check-out, engaging guests with personalized service, selling the hotel experience, and handling night audit procedures. The ideal candidate will create a magical environment by ensuring guests leave 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, 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, Guestware, GoConcierge, etc).
Assist and process check-in & check-outs for guests using various methods (traditional, kiosk, iPad).
Assist with YES! Department, handle phone calls & room service orders, and monitor Room Service orders for timeliness and accuracy.
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 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.
Ensure all guest questions & requests are completed and followed up on while executing guest service.
Ensure all overnight staff have a clear understanding of safety and security procedures.
Conduct multiple walk-throughs of the building to ensure areas are free of safety/security concerns.
Supervise and communicate with all overnight staff, ensuring they uphold policies & procedures and are in correct areas.
Act as the point of contact for the hotel on the overnight shift and handle crisis situations effectively.
Ensure all incidents are tracked with incident reports and communicate with affected guests and management.
Complete all night audit procedures in a timely manner.
Be creative and think outside the box to create memorable guest experiences.
Ensure smooth operation in the lobby with activity from various outlets and events, staying informed of events & procedures.
Maintain effective communication with Cerise and assist when needed, handling guest/patron concerns.
Work well on a team or independently, being accountable for work performed and holding staff accountable.
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 important events.
Be a team player.
Work different shifts, including weekends, holidays, and nights.
Report to designated shift in assigned attire on time.
Be highly organized, anticipating needs and over-delivering wherever possible.
Be enthusiastic, passionate, and possess a wicked sense of humor.

Requirements

Ability to think outside the box and approach all issues with a fresh approach.
Ability to anticipate needs and over deliver wherever possible.
Candidates must think on their feet and use their initiative to solve problems and deliver solutions.
Excellent customer relations, communication, presentation, and organization skills.
Able to change direction and work on multiple project aspects at once.
Enthusiastic, passionate, able to enthuse and motivate others.
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.
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.
Proficient in MS Word, Excel, PowerPoint.

Skills

Customer service
Communication (verbal, written, body language)
Front office technical systems (HMS, Guestware, GoConcierge)
Cashiering
Problem-solving
Organization
MS Word
MS Excel
MS PowerPoint

Location

United States

Work Type

Full-time
Night shift
Weekends
Holidays

Experience Level

2-3 years of front office agent experience or similar customer service supervisor experience

Education Level

High school or equivalent education required
Bachelor’s degree preferred

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.
We recognize that every member of the team contributes to the success of the whole hotel.
We aim to deliver outstanding guest service to our guests and the team by offering timely, efficient, knowledgeable, warm, and truly remarkable service.
We achieve that magical environment by assisting our guests with their check-in & check-out process while engaging them with our personalized service.
Enthusiastically using our talents to sell our experience to our guests.
Greeting each and every guest with an authentic and warm approach.
Being fully informed of hotel & city events to be a source of information for our guests.
Using tact and creativity to handle each guest concern to make sure everyone leaves our hotel feeling better.
Acting as the point person for guests and staff overnight.