Front Desk Supervisor

Virgin Hotels Central Services LLC

Nashville, TN

Expired: 20 days ago Applications are no longer accepted.

Full-Time

Job Description

Starting at $23.34

Who we are:
We love what we do and what we do is important! We believe that everyone should leave feeling better - this means not just our guests, but also our teammates. Everyone should go home feeling better because they learned something new, or had fun working that day. Therefore, we hire unique individuals who work together to create amazing experiences for our guests. We recognize that every member of the team contributes to the success of the whole hotel. No-one is more important than anyone else, and unless we are in it together, we can't create that special experience for our guests.

Your mission:

Should you decide to accept it…

We want someone who thinks outside the box. Our Belief Statement starts with “We love what we do and what we do is important.” Every single teammate in our hotel is valued and we expect our guests to feel the same way. This isn’t a walk in the park, but if you are passionate about people, share our quirky sense of humor, and are able to see beyond the traditional scope of checking in and out, then this just might be the right role for you. We aim to deliver outstanding guest service to our guests and the team 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 process while engaging them with our personalized service. Enthusiastically using our talents to sell our experience to our guests. Greeting each and every guest with an authentic and warm approach. Making sure the night audit system process is run successfully and proper reports are distributed. Being fully informed of hotel & city events to be a source of information for our guests. Using tact and creativity to handle each guest concern to make sure everyone leaves our hotel feeling better. Acting as the point person for guests and staff overnight.

The Nitty-Gritty:

What exactly you will be doing…

In helping you understand your role in working for a world class organization, the following is a list of your essential job responsibilities. Please keep in mind that this list is not all inclusive and that you may be asked to perform other job tasks by your manager not listed below in the constant quest to provide “out of this world” customer service experience for our guests:

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 & location.
- 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.

Use excellent communication skills with guests, staff including verbal, written and body language.
Learn and retain knowledge of all front office technical systems (HMS, Guestware, GoConcierge, etc).
Assist and process check-in & check-outs for our guests in accordance with their preference (traditional, kiosk, iPad).
Assist with YES! Department and handle phone calls & room service orders. Monitor Room Service orders to ensure proper timeliness and accuracy.
Process guest accounts by presenting folios to guests when requested, resolving any disputed charges & settling accounts by following accounting procedures.
Adhere to the following cashiering procedures:

Process allowances
Make change for guests
Post charges
Settle Room accounts
Run closing reports
Count bank at end of shift
Complete designated cashier reports
Drop Receipts
Secure Bank

Maintain a clean, hygienic and organized work environment. Set up work station with necessary supplies.
Obtain an assigned bank and ensure accuracy of contracted monies. Keep bank secure at all times.
Be able to communicate timely and in a responsive manner via digital device.
Ensure all guests questions & requests are completed & followed up on while executing fabulous guest service.
Ensure all of the overnight staff have a clear and complete understanding of the safety and security procedures.
Conduct multiple walk-throughs of the building to ensure areas are free of safety/security concerns.