Junction Agent

Virgin Hotels Central Services LLC•New Orleans, LA

17h•Onsite

About The Position

We are looking for someone who thinks outside the box and is passionate about people. Our hotel aims to deliver outstanding guest service by offering timely, efficient, knowledgeable, warm, and truly remarkable service. We will listen, record, and maintain continuous communication with all departments to monitor the 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.

Requirements

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 MS Word, Excel, and PowerPoint.
Ability to work on nights, weekends and holidays.

Nice To Haves

Bachelors 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, 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, 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, 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 cashiering procedures including processing allowances, making change for guests, posting charges, settling room accounts, running closing reports, counting bank at end of shift, completing designated cashier reports, dropping receipts, and securing 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.
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!
Be highly organized, anticipating needs and over delivering wherever possible.
Be enthusiastic, passionate and possess a wicked sense of humor! No wallflowers permitted!