Junction Agent

Virgin Hotels Central Services LLC•Dallas, TX

19h•Onsite

About The Position

The Junction Agent provides outstanding, timely, efficient, knowledgeable, warm, and memorable service to hotel guests and teammates. The role extends beyond traditional check-in and check-out duties, with an emphasis on listening to guests, recording and communicating requests, and coordinating with other departments to ensure requests are completed. The Junction Agent answers incoming calls warmly and thoroughly and helps guests leave each interaction feeling better. The position requires thorough knowledge of front office procedures, hotel features and services, room types and rates, promotions, occupancy and arrival information, room availability, and scheduled group activities. The Junction Agent uses front office technical systems and assists guests with check-in and check-out using their preferred method, including traditional service, kiosk, or iPad. The role also handles guest accounts and cashiering, maintains guest profile information, responds to questions and requests, communicates information accurately, and helps create memorable guest experiences while maintaining a clean, organized, and secure work area.

Requirements

Current, legal, and unrestricted ability 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 over the telephone.
Proficiency in MS Word, Excel, and PowerPoint.
Ability to work nights, weekends, and holidays.
Enthusiastic, passionate, highly organized, and able to anticipate needs and overdeliver.
Ability to work well independently and as part of a team.

Nice To Haves

Bachelor’s degree preferred.
A quirky sense of humor and a creative, outside-the-box approach to guest service.

Responsibilities

Learn and follow front office procedures, policies, and management-set standards, including the Virgin Tone of Voice and culture.
Maintain current knowledge of hotel features and services, operating hours, room types and locations, rates and promotions, house count, arrivals and departures, room availability, and group activities.
Communicate effectively with guests and staff verbally, in writing, and through body language.
Learn and use front office technical systems, including HMS, EAM, Guestware, and GoConcierge.
Assist with guest check-in and check-out according to guest preference, including traditional, kiosk, and iPad options.
Present folios when requested, 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 maintain an assigned bank, ensuring the accuracy and security of contracted monies.
Communicate promptly and responsively through digital devices.
Manage The Know program and maintain relevant guest profile information for use during guests’ stays.
Complete and follow up on guest questions and requests, coordinating with relevant departments as needed.
Create memorable guest experiences through creative thinking and personalized service.
Work effectively both independently and as part of a team, and take accountability 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.