Night Desk Clerk

Virgin Hotels Central Services LLC•New York, NY

1d•$0 - $32•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 role involves assisting guests with check-in and check-out processes, engaging them with personalized service, and enthusiastically selling our experience. A key part of the role is ensuring the night audit system runs successfully and proper reports are distributed. You will also be a source of information for guests regarding hotel and city events, and handle guest concerns with tact and creativity to ensure everyone leaves feeling better. This position acts as the point person for guests and staff overnight.

Requirements

Ability to work a shift other than a day shift, such as pm, swing or overnight shift
Ability to work on weekends and holidays
Stand for periods of 8-10 hours
Input and access data in various computer systems.
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.

Nice To Haves

Thinks outside the box
Passionate about people
Quirky sense of humor
Able to see beyond the traditional scope of checking in and out
No wallflowers permitted

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, packages, promotions, daily house count, expected arrivals/departures, room availability status, 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 guests using traditional, kiosk, or iPad methods.
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 the 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.
Manage The Know program to ensure guest profile information is relevant and utilized to enhance guest experience.
Ensure all guest questions and requests are completed and followed up on while executing fabulous guest service.
Be creative and think outside the box to create memorable experiences for guests.
Work well on a team or independently while being accountable for work performed.
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.
Be highly organized, anticipate needs, and over deliver wherever possible.
Be enthusiastic, passionate, and possess a wicked sense of humor.