Front Desk Agent

Virgin Hotels; Nashville (TN); On-site; USD 28,000 - 40,000; Full time

Job summary

Virgin Hotels Nashville is seeking a front desk team member to deliver outstanding guest service and support hotel operations. You will manage check-ins/outs, process folios and settlements, and uphold the Virgin tone of voice across all interactions with guests and colleagues.

The role requires strong English communication, proficiency with MS Word/Excel/PowerPoint, and the ability to work nights, weekends, and holidays.

Qualifications

• Must be able to clearly and pleasantly communicate in English with guests and staff.
• Proficient with MS Word, Excel, and PowerPoint.
• Ability to perform accurate mathematical calculations.
• Willingness to work nights, weekends and holidays.

Responsibilities

• Learn and retain complete knowledge of front office procedures and policies.
• Maintain the Virgin Tone of Voice and service standards.
• Assist with check-in/check-out for guests (traditional, kiosk, iPad).
• Process guest folios, resolve disputed charges and settle accounts.
• Perform cashiering duties: process allowances, post charges, count bank.
• Maintain a clean, organized work area and timely communications with guests.

Skills

English communication

MS Word

MS Excel

PowerPoint

Mathematical calculations

Evening/weekend availability

Education

Bachelor's degree

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 park, 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.
• Ability to work on nights, weekends and holidays.