Front Desk Agent

Virgin Hotels; New York (NY); On-site; USD 40,000 - 60,000; Full time

Job summary

Join a vibrant hotel team dedicated to delivering exceptional guest experiences. As a front office staff member, you'll be integral in creating memorable stays while maintaining the hotel's service standards. A degree and outstanding communication skills will set you up for success in this fun, dynamic environment.

Qualifications

• Current, legal ability to work in the United States.
• Ability to work nights, weekends, and holidays.
• Pleasantly communicate in English with guests and colleagues.

Responsibilities

• Process check-ins and check-outs efficiently.
• Maintain complete knowledge of hotel services and front office procedures.
• Ensure timely communication with guests and departments.

Skills

Communication

Mathematical Calculation

Organizational Skills

Customer Service

Education

Bachelor's Degree

Tools

MS Word

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…

In helping you understand your role in working for a world class organization, the following is a list of your essential job responsibilities. Please keep in mind that this list is not all inclusive and that you may be asked to perform other job tasks by your supervisors/managers not listed below in the constant quest to provide “out of this world” customer service experience for our guests:

• 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.

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