Front Desk Supervisor

Virgin Hotels Central Services LLC•Nashville, TN

4d•Onsite

About The Position

We are looking for someone who thinks outside the box and is passionate about people. Our goal is to deliver outstanding guest service by offering timely, efficient, knowledgeable, warm, and truly remarkable service. This involves assisting guests with check-in and check-out processes, engaging them with personalized service, and enthusiastically selling our experience. We greet every guest with an authentic and warm approach, ensure the night audit system runs successfully, and act as a source of information for guests regarding hotel and city events. We handle guest concerns with tact and creativity to ensure everyone leaves feeling better, and serve as the point person for guests and staff overnight.

Requirements

Ability to think outside the box and approach all issues with a completely fresh approach.
Ability to anticipate needs and over deliver wherever possible.
Ability to think on their feet and use initiative to solve problems and deliver solutions.
Excellent customer relations, communication, presentation, and organization skills.
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 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.
Current, legal, and unrestricted ability to work in the United States.
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.

Nice To Haves

Bachelor’s degree preferred.

Responsibilities

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 hotel features/services, hours of operation, all room types, rates, packages, promotions, daily house count, expected arrivals/departures, room availability, and 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, Guestware, GoConcierge, etc).
Assist and process check-in & check-outs for guests in accordance with their preference (traditional, kiosk, iPad).
Assist with YES! Department and handle phone calls & room service orders, monitoring for timeliness and accuracy.
Process guest accounts by presenting folios, resolving disputed charges, and settling accounts according to accounting procedures.
Adhere to cashiering procedures including processing allowances, making change, posting charges, settling room accounts, running closing reports, counting bank, completing reports, dropping receipts, and securing the bank.
Maintain a clean, hygienic, and organized work environment, setting up the workstation with necessary supplies.
Obtain an assigned bank and ensure accuracy of contracted monies, keeping the bank secure at all times.
Communicate timely and responsively via digital device.
Ensure all guest questions and requests are completed and followed up on while executing guest service.
Ensure all overnight staff have a clear and complete understanding of 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, ensuring policies and procedures are upheld and staff are in correct areas.
Handle all crisis situations effectively and according to policy as the point of contact for the hotel overnight.
Ensure all incidents are tracked with incident reports and communicate with affected guests and management.
Ensure all night audit procedures are completed in a timely manner.
Be creative and think outside the box to create memorable guest experiences.
Ensure smooth operation in the lobby with activity from Cerise, Commons Club, Miss Ricky’s, and other special events, staying informed of events and procedures.
Maintain effective communication with Cerise and assist when needed, handling guest/patron concerns.
Work well on a team or independently, holding staff accountable for their work.
Take, record, and relay messages accurately, completely, and legibly.
Complete all items on the shift checklist.
Adhere to security procedures to ensure guest safety.
Handle all issues and concerns on the overnight shift and keep proper documentation.
Be a team player.
Flexibility to work different shifts, including weekends, holidays, and nights.
Report to designated shift in assigned attire on time.
Be highly organized, anticipating needs and over-delivering wherever possible.
Be enthusiastic, passionate, and possess a wicked sense of humor.