VIP Guest Relations Agent

We love what we do and what we do is important!  We believe that everyone should leave feeling better this means not just our guests, but also our teammates.  Everyone should go home feeling better because they learned something new, or had fun working that day.  Therefore, we hire unique individuals who work together to create amazing experiences for our guests.  We recognize that every member of the team contributes to the success of the whole hotel.  No-one is more important than anyone else, and unless we are in it together, we can’t create that special experience for our guests.

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.  

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! 

• 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 

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