VIP- Concierge PT

Virgin Hotels•Las Vegas, NV

7d•Onsite

About The Position

The VIP Concierge will deliver outstanding guest service by offering timely, efficient, knowledgeable, warm and truly remarkable service. We achieve that magical environment by assisting our guests with their check-in & check-out journey while engaging them with our VIP Concierge personalized service, enthusiastically using our talents to sell our experience to our guests. Ensure that you are fully informed of hotel & city events to be a source of information for our guests. Use tact and creativity to handle each guest concern to make sure everyone leaves feeling better.

Requirements

Current, legal and unrestricted ability to work in the United States
High school or equivalent education required
Minimum 2 years of experience in either Front Desk, Concierge or VIP
Nevada Gaming License required
Must be a licensed and bonded Nevada Notary
Input and access data in various computer systems
Understand guest inquiries and provide clear, concise responses
Work well with others while constantly advocating for your guests
Communicate clearly in verbal and written English
Focus attention on details
Maintain confidentiality of all guest and hotel information
Maintain a neat, clean and well-groomed appearance per hotel standards
Adhere to hotel policies including but not limited to attendance, safety, behavior
Ability to compute accurate mathematical calculations
Proficient computer knowledge

Nice To Haves

Second language

Responsibilities

Create a welcoming pre-arrival experience via pre-arrival calls and emails
Facilitate a smooth and seamless VIP check-in and check-out experience
Be an expert in the property's loyalty programs: Cherry Rewards, Hilton Honors and The Know
Accurately process comps, charges, credits, and payments while managing cash and credit transactions in accordance with property cash handling policies
Utilize guest preferences information to dazzle our guests during their stay
Be a Guest Service Champion and address guest concerns and provide a positive resolution.
Filter information about the city and culture scene in order to ensure our guests receive varied and highly rated recommendations for entertainment, dining and adventures
Provide notary services to hotel guests
Be familiar with the properties and weekly city events sheet detailing special activities and events within the local area
Book guest entertainment, dining, spa, amenities, transportation and adventures requests
Place orders for amenities and coordinate delivery to designated guest rooms in accordance with standards
Manage booking system content and tracking of guest requests
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 the following at all times: Hotel features/services, hours of operation, All room types, numbers, layout, décor, appointments & locations, All room rates, special packages and promotions, Daily house count and expected arrivals/departures, Room availability status for any given day, Scheduled daily group activities, Incoming VIPs
Use excellent communication skills with guests and staff including verbal, written, and body language
Learn and retain knowledge of all front office technical systems (LMS, Patron, Alice, Salto and Amadeus)
Maintain a clean, hygienic and organized work environment. Set up workstation with necessary supplies
Communicate in a timely and responsive manner via digital device
Ensure all guests' questions & requests are completed & followed up on while executing fabulous guest service
Enthusiastically describe details of food dishes and beverages available in hotel outlets
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
Complete all items on the shift checklist
Adhere to security procedures to ensure our Team Member's and guest's safety
Highly organized, anticipating needs and overdelivering wherever possible