• 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, staff including verbal, written and body language.
• Learn and retain knowledge of all front office technical systems (HMS, Guestware, GoConcierge, etc).
• Assist and process check-in & check-outs for our guests in accordance with their preference (traditional, kiosk, iPad). 
• Assist with YES! Department and handle phone calls & room service orders. Monitor Room Service orders to ensure proper timeliness and accuracy. 
• 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.
• Be able to communicate timely and in a responsive manner via digital device.
• Ensure all guests questions & requests are completed & followed up on while executing fabulous guest service.
• Ensure all of the overnight staff have a clear and complete understanding of the safety and security procedures. 
• Conduct multiple walk-throughs of the building to ensure areas are free of safety/security concerns. 
• Supervise and communicate with all overnight staff. Ensure staff are upholding policies & procedures and are posted in the correct areas. 
• Be the point of contact for the hotel on the overnight shift. Handle all crisis situations effectively and according to policy. 
• Ensure that all incidents are tracked with incident reports. Communicate with effected guests and management team to ensure all are aware. 
• Ensure all of the night audit procedures are completed in a timely manner. 
• Be creative and think outside the box to create memorable experiences for our guests.
• Maintain effective communication with Cerise and assist when needed. Handle any guest/patron concerns. 
• Work well on a team or independently while being accountable for work performed. Hold staff accountable for their work as well. 
• 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 on the overnight shift and keep proper documentation of all important events.
• Be a team player!
• Flexibility to work different shifts, including on the weekends, holidays and nights. 
• Report to designated shift in assigned attire on time (if applicable)
• 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’ve got skills? If you can perform the following, then you have come to the right place...

• Ability to think outside the box and approach all issues with a completely fresh approach
• Ability to anticipate needs and over deliver wherever possible
• Candidates must think on their feet and use their initiative to solve problems and deliver solutions
• Excellent customer relations, communication, presentation and organization skills of utmost importance
• Able to change direction and work on multiple project aspects at once
• Enthusiastic, passionate, able to enthuse and motivate others
• 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.

Background must-have:

• Current, legal and unrestricted ability to work in the United States
• High school or equivalent education required.
• Bachelor’s degree preferred
• 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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