Junction Agent
About The Position
The Junction Agent provides timely, efficient, knowledgeable, warm, and remarkable service to hotel guests and teammates. The role involves welcoming guests, assisting with check-in and check-out, responding to questions and requests, and maintaining continuous communication with other departments to ensure guest needs are fulfilled. Agents are expected to embody the Virgin tone of voice and culture, create memorable guest experiences, and contribute positively as part of the hotel team. The Junction Agent maintains detailed knowledge of hotel services, room types and rates, promotions, arrivals and departures, availability, and scheduled activities. The role also uses front office systems and handles guest accounts and cashiering tasks according to established procedures. Agents maintain a clean and organized work area, follow security procedures, communicate accurately, and complete shift checklist items. Other duties may be assigned by supervisors or managers in support of guest service.
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.
- Ability to work nights, weekends, and holidays.
- Organized, service-oriented, and able to anticipate needs and take initiative.
Nice To Haves
- Bachelor’s degree preferred.
- Enthusiasm, passion, and a sense of humor.
Responsibilities
- Learn and retain front office procedures and comply with policies and procedures.
- Maintain the Virgin tone of voice, culture, and standards established by the management team.
- Maintain current knowledge of hotel features, services, operating hours, room types and locations, rates, packages, promotions, arrivals and departures, room availability, and daily group activities.
- Communicate effectively with guests and staff through verbal, written, and nonverbal communication.
- Learn and use front office technical systems, including HMS, EAM, Guestware, and GoConcierge.
- Assist with guest check-ins and check-outs using guests’ preferred methods, including traditional service, kiosks, and iPads.
- Present folios upon request, resolve disputed charges, and settle guest 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, and organized work environment and set up the workstation with necessary supplies.
- Obtain and accurately manage an assigned bank, keeping it secure at all times.
- Communicate promptly and responsively through digital devices.
- Manage The Know program to keep guest profile information relevant and use it to enhance guest stays.
- Complete and follow up on guest questions and requests while providing excellent service.
- Create memorable guest experiences through creativity and initiative.
- Work effectively as part of a team or independently and remain accountable for work performed.
- Take, record, and relay messages accurately, completely, and legibly.
- Enthusiastically describe food dishes and beverages available in food and beverage outlets.
- Complete all items on the shift checklist.
- Follow security procedures to help ensure guest safety.
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What This Job Offers
Job Type
Full-time
Education Level
No Education Listed
