VIP Agent - Front Desk

YOUR MISSION (The Job Description)
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 achieve that magical environment by assisting our guests with their check-in & check-out process while engaging them with our personalized service. Enthusiastically using our talents to sell our experience to our guests. Greet every guest with an authentic and warm approach. Ensure you are fully informed of hotel & city events to be a source of information for our guests. Use tact and creativity to handle each guest's concern to make sure everyone leaves our hotel feeling better.
THE NITTY-GRITTY (The Essential Job Duties)
This role will work closely with VIP Manager & or Director of Experience to:

• Maintain the Virgin "Tone of Voice," culture & level of standards set forth by the management team
• Process check-in & check-outs for our guests in accordance with their preference (traditional laptop, iPad)
• Work with Executive, Ownership, Sales, VIP, and Casino departments to ensure a seamless guest experience
• Welcome, all guests in the lounge with a welcome drink and arrival amenity
• Manage The Know and Hilton program to ensure guest profile information is relevant and it is being utilized to dazzle our guests during their stay
• Gather preferences from our guests to create personalized experiences
• Complete daily audits of profiles in both LMS and Cendyn to eliminate duplicates and to ensure we do not miss a Know and Hilton Gold/Diamond member's arrival
• Be a "utility" person and complete several different tasks including:
• Arranging amenities and delivering décor & other items to rooms
• Arranging guest transportation needs via Alice
• Coordinating guest preference requests with hotel and In-Room dining for our guests
• Always maintain complete knowledge of the following.
• 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
• Learn and retain room service menu knowledge when assisting guests
• Use excellent communication skills with guests and staff including verbal, written, and body language
• Receive/take, arrange and deliver any special amenity requests both internal or from guests
• Learn, use and retain the knowledge of all front office technical systems (LMS, Cendyn, HotSOS, Runtriz, ALICE, etc)
• Answer phone calls within 3 rings
• Maintain a clean, hygienic, and organized work environment. Set up a workstation with necessary supplies
• Communicate timely and in a responsive manner via ALICE, LMS, Cendyn, HotSOS, depending on request and corresponding department
• Process guest accounts by presenting/sending folios to guests when requested, resolving any disputed charges & settling accounts by following accounting procedures
• Obtain an assigned bank and ensure the accuracy of contracted monies. Keep bank secure at all times
• Ensure all guest 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
• Work well on a team and independently while being accountable for work performed and maintaining positive relationships with all hotel departments
• Prepare all reports and information necessary to actively participate in the weekly meetings
• 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 overdelivering wherever possible
• Must be enthusiastic, passionate, and possess a wicked sense of humor! No wallflowers permitted!

WHAT IT TAKES (The Qualities We Look For)

• Great team player with the ability to create excellent working relationships across the group. A collaborative approach with all departments
• Ability to break down barriers and resolving potential conflicts swiftly and effortlessly
• Strong communication and presentation skills to all levels of management
• Creativity and innovation are essential!
• 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
• Leadership ability and behavior consistent with Virgin Hotels Core Values: Fun, innovative, original, and personable, and striving to deliver high quality and brilliant customer service

MUST HAVE'S

• 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

THE WORKING CONDITIONS
Candidates must have the ability to:

• Carrying or lifting items weighing up to 25 pounds
• Computer skills. LMS, HotSOS, Patron, Alice, Microsoft Office, Email preferred
• Customer service and teamwork are two of the most critical skills desired for this position
• Communication skills are utilized a significant amount of time when interacting with others; demonstrated ability to interact with customers, employees, and third parties that reflects highly on the hotel, the brand and the Company
• Demonstrate problem-solving, reasoning, motivating, organizational and training abilities are used often
• Able to work nights, weekends, holidays, and/or no call when/if needed
• 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
• 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

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

This is not an exhaustive list of duties, responsibilities and conditions.
*Virgin Hotels celebrates diversity and is proud to be an Equal Opportunity Employer*