Know Agent

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…

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.
Deliver VIP arrival amenities and assist with room inspections for VIP arrivals
Assist in carrying out the amenity program for VIPs and loyalty programs
Proactively outreach to upcoming VIP guests and coordinate their stay as a concierge
Audit incoming reservations and flag a VIP accordingly
Communicate VIP arrivals with all departments and coordinate key components to ensure guest satisfaction
Answer phones and assist with lobby greeting as directed by your supervisor
Assist with guest recovery efforts
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!

What qualities are we looking for?

You got skills? If you are able to perform the following, then you have definitely come to the right place...

High school or equivalent education required.
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