Overnight Front Office Agent

3 weeks ago

Dallas, Texas, United States Virgin Hotels Dallas Full time
Job Summary

We are seeking a highly skilled and enthusiastic Overnight Front Office Agent to join our team at Virgin Hotels Dallas. As a key member of our front office team, you will be responsible for providing exceptional guest service and ensuring a seamless check-in and check-out experience for our guests.

Key Responsibilities
  • Learn and retain complete knowledge of front office procedures and comply with all policies and procedures.
  • Maintain the Virgin Hotels Dallas tone of voice, culture, and level of standards set forth by the management team.
  • Use excellent communication skills with guests, staff, including verbal, written, and body language.
  • Learn and retain knowledge of all front office technical systems.
  • Assist and process check-in and check-outs for our guests in accordance with their preference.
  • Process guest accounts by presenting folios to guests when requested, resolving any disputed charges, and settling accounts by following accounting procedures.
  • Adhere to cashiering procedures, including processing allowances, making change for guests, posting charges, settling room accounts, running closing reports, counting bank at end of shift, completing designated cashier reports, dropping receipts, and securing bank.
  • Maintain a clean, hygienic, and organized work environment, set up work station with necessary supplies, and obtain an assigned bank and ensure accuracy of contracted monies.
  • Be able to communicate timely and in a responsive manner via digital device, manage The Know program, ensure all guests' questions and requests are completed and followed up on, and 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, complete all items on the shift checklist, adhere to security procedures to ensure our guests' safety, handle all issues and concerns on the overnight shift, and keep proper documentation of all important events.
  • Be a team player, highly organized, anticipating needs, and over-delivering wherever possible, and possess a wicked sense of humor.
Requirements
  • Ability to work a shift other than a day shift, such as pm, swing, or overnight shift.
  • Ability to work on weekends and holidays.
  • Stand for periods of 8-10 hours.
  • Input and access data in various computer systems.
  • Understand guest inquiries and provide clear, concise responses.
  • Work with others like a rock star, while constantly advocating for your guests.
  • 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.
  • Bend, squat, and stretch in areas of limited space to perform cleaning, organization, and other duties.
  • Adhere to hotel policies, including but not limited to attendance, safety, behavior.
  • Current, legal, and unrestricted ability to work in the United States.
  • 2-3 years of front office agent experience or similar customer service supervisor experience.
  • 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 in MS Word, Excel, PowerPoint.

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