Junction Agent

Virgin Hotels•New Orleans, LA

2d•$0 - $17•Onsite

About The Position

The Junction Agent provides warm, efficient, knowledgeable, and memorable service to hotel guests and teammates. The role goes beyond traditional check-in and check-out by anticipating guest needs, responding to questions and requests, and coordinating with other departments to ensure requests are completed. The Junction Agent answers incoming calls, communicates clearly with guests and staff, and creates positive guest experiences while maintaining the hotel’s standards, culture, and tone of voice. The position requires knowledge of front office procedures, hotel services and features, room types and rates, occupancy and availability, and scheduled group activities. The Junction Agent uses front office systems and supports guest check-ins and check-outs through traditional, kiosk, or iPad options. The role also includes cashiering and account settlement, maintaining secure and accurate cash banks, recording and relaying messages, keeping the work area organized, and following guest safety procedures. Agents are expected to work effectively independently and as part of a team, remain organized and enthusiastic, and complete assigned shift checklist items.

Requirements

Current, legal, and unrestricted authorization to work in the United States.
Ability to perform accurate mathematical calculations.
Ability to communicate clearly and pleasantly in English with guests, management, and coworkers, in person and by telephone.
Proficiency in Microsoft Word, Excel, and PowerPoint.
Availability to work nights, weekends, and holidays.
Highly organized, enthusiastic, passionate, and able to work well with a team or independently.

Nice To Haves

Bachelor’s degree preferred.
A quirky sense of humor and an ability to think creatively and outside the box.

Responsibilities

Learn and follow front office procedures, policies, and standards, including the Virgin tone of voice and culture.
Maintain current knowledge of hotel features and services, operating hours, room types and details, rates and promotions, daily occupancy, arrivals and departures, room availability, and group activities.
Communicate effectively with guests and staff using verbal, written, and nonverbal communication; answer calls warmly and thoroughly and relay messages accurately.
Learn and use front office technical systems, including HMS, EAM, Guestware, and GoConcierge.
Assist with guest check-ins and check-outs using traditional, kiosk, or iPad options according to guest preference.
Present guest folios when requested, resolve disputed charges, and settle accounts according to accounting procedures.
Perform cashiering tasks, including processing allowances, making change, posting charges, settling room accounts, running closing reports, counting and securing the bank, completing cashier reports, and dropping receipts.
Maintain a clean, hygienic, organized work environment and prepare the workstation with necessary supplies.
Obtain and accurately manage an assigned bank, keeping funds secure at all times.
Communicate promptly and responsively through digital devices.
Manage The Know program and keep guest profile information relevant and useful for personalizing guest stays.
Ensure guest questions and requests are completed and followed up on.
Create memorable guest experiences through creativity and attentive service.
Work effectively independently and as part of a team, and remain accountable for work performed.
Describe food dishes and beverages available in food and beverage outlets enthusiastically.
Complete all items on the shift checklist.
Follow security procedures to help ensure guest safety.