Guest Relations Agent

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Company Name: Virgin Hotels

It’s a bird! It’s a plane! No, it’s… the Virgin Hotels Dallas In the Know Agent!! You don’t need to have x-ray vision or know how to fly, but you do need superhuman people skills in order to be successful in this role. Virgin businesses, starting with our illustrious founder, Sir Richard, are a roll up your sleeves kind of place. At Virgin Hotels, we are focused on the teammate experience, whether that is ensuring we have the best talent, focusing on training or just sharing the love at a team event. Above all else, the Guest Service Agent will be a culture carrier, working daily to ensure all Virgin Hotels Dallas teammates have a great experience at work every single day. At Virgin Hotels, nothing is ever "usual" so not only do you have to be willing to roll up your sleeves and get things done, but you have to be willing to have fun doing it. We want the Virgin Hotels Dallas to be considered one of the best places to work in the hospitality industry and we need Know Agents who can help us get there. Hmmm… What does that mean, exactly? 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. Ensuring you are 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. Okay…sounds really interesting but exactly what will I be doing? • Maintain the Virgin “Tone of Voice,” culture & level of standards set forth by the management team. • Manage The Know program to ensure guest profile information is relevant and it is being utilized to dazzle our guests during their stay. • Gather preferences from our guests to create personalized experiences. • Complete audits of profiles in both HMS and Cendyn to eliminate duplicates and to ensure we do not miss a Know member’s arrival. • Archive lists of amenities delivered for future reference. • Be a “utility” person and complete several different tasks including: o Delivering amenities & other items to rooms. o Obtaining items outside of the hotel for our guests. o Inspecting guestrooms and other light housekeeping duties as necessary. • Maintain complete knowledge of the following at all times. o Hotel features/services, hours of operation. o All room types, numbers, layout, décor, appointments & location. o All room rates, special packages and promotions. o Daily house count and expected arrivals/departures. o Room availability status for any given day. o Scheduled daily group activities. • Use excellent communication skills with guests and staff including verbal, written and body language. • Monitor and respond to review sites and reputation management using Revinate tool (Facebook Reviews, OTA’s, Google Business, TripAdvisor) using Virgin Hotels TOV and non F&B reviews. using the Revinate tool • Learn and retain knowledge of all front office technical systems (HMS, Cendyn, GoConcierge, etc.). • When needed, assist and process check-in & check-outs for our guests in accordance with their preference (traditional, kiosk, iPad). • When needed, assist our YES and Reservations agents by answering phone calls and other PBX duties. • Maintain a clean, hygienic and organized work environment. Set up work station with necessary supplies. • Communicate timely and in a responsive manner via digital device. • Ensure all guest questions & requests are completed & followed up on while executing fabulous guest service. • 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. • Enthusiastically describe details of food dishes and beverages available in all F&B outlets. • Complete all items on the shift checklist. • Adhere to security procedures to ensure our guest’s safety. • Be a team player! • Highly organized, anticipating needs and over delivering wherever possible. • Must be enthusiastic, passionate and possess a wicked sense of humor! No wallflowers permitted! What else do I need to know? Education & Experience: • High school or equivalent education required. • 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 computer knowledge. • Current, legal and unrestricted ability to work in The United States. Other Requirements: Candidates must have the ability to: • 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.