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Front Desk Agent

4 months ago

Las Vegas, United States Virgin Hotels Full time
Job Description

YOUR MISSION (The Job Description):

The incumbent in this position is responsible for welcoming and providing service to guests of Virgin Hotels Las Vegas.

Requirements

THE NITTY-GRITTY (The Essential Job Duties):

  • 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.
  • Always maintain complete knowledge of the following:
  • Hotel features/services, hours of operation
  • All room types, numbers, layout, dcor, 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, staff including verbal, written and body language
  • Learn and retain knowledge of all front office technical systems (LMS, EAM, HotSOS, InfoG, Salto)
  • 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
  • Maintain a clean, hygienic, and organized work environment. Set up workstation with necessary supplies
  • Obtain an assigned bank and ensure accuracy of contracted monies. Always keep bank secure
  • Be able to 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 guests 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
  • Take, record, and relay messages accurately, completely, and legibly
  • Complete all items on the shift checklist
  • Adhere to security procedures to ensure our guest's safety
  • Handle all issues and concerns and keep proper documentation of all important events
WHAT IT TAKES (The Qualities We Look For):
  • High school or equivalent education required
  • Ability to compute accurate mathematical calculations
  • Ability to communicate in English clearly and pleasantly with guests, management/co-workers, both in person and on the telephone
  • Proficient computer knowledge
  • Current, legal, and unrestricted ability to work in The United States
MUST HAVE'S:
  • Input and access data in various computer systems
  • Understand guest inquiries and provide clear, concise responses
  • 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
  • Adhere to hotel policies including but not limited to attendance, safety, behavior
  • Highly organized, anticipating needs and over delivering wherever possible
  • Must be enthusiastic, passionate and possess a wicked sense of humor No wallflowers permitted
  • Be a team player
  • Work well on a team or independently while being accountable for work performed


THE WORKING CONDITIONS:
  • Stand for periods of 8-10 hours
  • Bend, squat and stretch in areas of limited space to perform cleaning, organization, and other duties
  • Move around the service desk effectively, pull up portfolios, reach across counter for customer transactions and retrieve and replace safety deposit boxes as needed.
  • Work in crowds and sound the severity of which depends upon customer volume
VALUABLE TRAITS:
  • 50% logical / 50% creative / 100% AWESOME
  • Enjoy working with a team and alone as the situation dictates
  • Adaptive, Flexible
  • Embody "great attitude"
  • Unwavering integrity and endless work ethic
  • Appreciate constructive feedback, as well as graciously providing the same
  • Tenacious and self-motivated


*Virgin Hotels celebrates diversity and is proud to be an Equal Opportunity Employer*