What are the responsibilities and job description for the Front Desk Agent position at Virgin Hotels?
YOUR MISSION (The Job Description) :
The incumbent in this position is responsible for welcoming and providing service to guests of Virgin Hotels Las Vegas.
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
- Other duties as assigned
WHAT IT TAKES (The Qualities We Look For) :
MUST HAVE'S :
THE WORKING CONDITIONS
VALUABLE TRAITS
This is not an exhaustive list of duties, responsibilities, and conditions.
