Junction Supervisor

Virgin Hotels Central Services LLC•Dallas, TX

21h•Onsite

About The Position

We are looking for someone who thinks outside the box and is passionate about people. Our mission 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, engaging them with personalized service, and enthusiastically selling our experience. We aim to create a magical environment where every guest leaves feeling better. The role also involves ensuring the night audit system runs successfully, acting as a source of information for guests, and handling guest concerns with tact and creativity. The Junction Supervisor will be the point person for guests and staff overnight, handling crisis situations effectively and ensuring all incidents are tracked.

Requirements

Current, legal and unrestricted ability to work in the United States
High school or equivalent education required.
2-3 years of front office agent experience or similar customer service supervisor experience
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
Ability to think outside the box and approach all issues with a completely fresh approach
Ability to anticipate needs and over deliver wherever possible
Candidates must think on their feet and use their initiative to solve problems and deliver solutions
Excellent customer relations, communication, presentation and organization skills of utmost importance
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 like a rock star, 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.

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, special packages and promotions, daily house count and expected arrivals/departures, room availability status, and scheduled daily group activities.
Use excellent communication skills with guests, staff including verbal, written and body language.
Learn and retain knowledge of all front office technical systems.
Assist and process check-in & check-outs for guests using various methods (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 at end of shift, completing cashier reports, dropping receipts, and securing 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 & requests are completed & followed up on while executing fabulous 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 they uphold policies & procedures and are posted correctly.
Handle all crisis situations effectively and according to policy.
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 experiences for guests.
Ensure smooth operation in the lobby with activity from Cerise, Commons Club, Miss Ricky’s and other special events, staying informed of events & procedures.
Maintain effective communication with Cerise and assist when needed, handling guest/patron concerns.
Work well on a team or independently while being accountable for work performed, and holding staff accountable.
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 of all important events.
Be a team player.
Flexibility to work different shifts, including on the 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.