Front Desk Agent

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 the following at all times: Hotel features/services, hours of operation, room types, numbers, layout, décor, appointments & location, room rates, special packages and promotions, daily house count and expected arrivals/departures, room availability status for any given day, 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).
• Aid and process check-in & check-outs for our guests in accordance with their preference (traditional, kiosk, iPad).
• Process guest accounts by presenting folios to guests when requested, resolving any disputed charges & settling accounts by following accounting procedures.
• Adhere to the following cashiering procedures: Process allowances, make change for guests, post charges, settle Room accounts, run closing reports, count bank at end of shift, complete designated cashier reports, drop Receipts, secure Bank.
• Maintain a clean, hygienic and organized work environment. Set up work station 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 it is being utilized to dazzle our guests during their stay.
• 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 our guest’s safety.
• Be a team player!
• Highly organized, anticipating needs and over delivering wherever possible.
• Must be enthusiastic, passionate and possess a wicked sense of humor!

Qualifications

• Current, legal and unrestricted ability to work in the United States.
• Bachelor's Degree preferred.
• 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 MS Word, Excel, and PowerPoint.
• Current, legal and unrestricted ability to work in The United States.
• Ability to work on nights, weekends and holidays.