Front Desk Agent

Virgin Hotels; Nashville (TN); On-site; USD 32,000 - 42,000; Full time

Job summary

Virgin Hotels is seeking a front desk teammate in Nashville to deliver outstanding guest service from check-in to checkout. You will maintain front office procedures, follow the Virgin Tone of Voice, and ensure accurate cashiering and guest billing while coordinating with various hotel departments.

The ideal candidate demonstrates strong communication in English, has experience in guest services, and is able to work nights, weekends, and holidays as needed to keep the guest experience seamless

Qualifications

• Experience in front office or guest services is required.
• Ability to communicate clearly and pleasantly in English with guests and staff.

Responsibilities

• Learn and retain complete knowledge of front office procedures and comply with all policies and procedures.
• Maintain Virgin tone of voice, culture and standards set forth by management.
• Assist and process check-in & check-out for guests, including various methods (traditional, kiosk, iPad).
• Handle guest accounts and settle charges following accounting procedures.
• Adhere to cashiering procedures: process allowances, give change, post charges and balance bank.

Skills

Customer service

English communication

Cash handling

MS Word

MS Excel

PowerPoint

Education

Bachelor's degree preferred

Tools

MS Word

MS Excel

PowerPoint

Job description

Who We Are

We love what we do and what we do is important! 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. Therefore, 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.

Your Mission

Should you choose to accept it… We want someone who thinks outside the box. Our Belief Statement starts with “We love what we do and what we do is important.” Every single teammate in our hotel is valued and we expect our guests to feel the same way. This isn’t a walk in the pa rk, but if you are passionate about people, share our quirky sense of humor, and are able to see beyond the traditional scope of checking in and out, then this just might be the right role for you. We aim to deliver outstanding guest service to our guests and the team by offering timely, efficient, knowledgeable, warm and truly remarkable service. We will listen, record and maintain continuous communication with all departments to monitor 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.

The Nitty-Gritty

What exactly you will be doing…

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.
• All room types, numbers, layout, décor, appointments & location.
• All 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).
• Assist 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! No wallflowers permitted!

Background Must-have

• Current, legal and unrestricted ability to work in the United States .
• Bachelors 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.