GUEST SERVICE AGENT

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 guest.

Your mission:

Should you decide to accept it…

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 Chicago 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 Chicago to be considered one of the best places to work in the hospitality industry and we need a Guest Service Agent who can help us get there.

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.

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 supervisors/managers 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.

· Use the Virgin “Tone of Voice” while escorting guests to their room as well as explaining the features of the hotel.

· Responsible for attending to immediate needs of each guest upon arrival and follow through throughout their stay.

· 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 Functionality of all in room amenities, items, & technology.

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, staff including verbal, written and body language.

· Assist guests in and out of vehicles and in and out of the hotel.

· Explain the parking options and ensure a smooth transition for the valet attendants.

· Direct the valet attendants as needed in transporting vehicles.

· Monitor and direct traffic activity of taxis, limousines, hotel/restaurants guest’s vehicles, ensuring a smooth and efficient flow to avoid traffic issues.

· Secure taxis/transportation for guests/visitors.

· Ensure safety and security of all guests and guest belongings.

· Assist guest with their baggage storage and ensure that all items are accounted for.

· Maintain a clean, hygienic and organized work environment. Set up work station with necessary supplies.

· Provide accurate directions to guests on inquires of transportation.

· Maintain knowledge of local attractions and activities to recommend for guest inquires.

· 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.

· Be creative and think outside the box to create positive 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.

· Remain in your assigned post/area unless assisting a guest or instructed otherwise by management.

· Monitor and maintain appearance of the public space in your area. Report any items needing attention to the Housekeeping Department.

· 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 qualities are we looking for?

You got skills? If you are able to perform the following, then you have come to the right place…

· 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

Background must-have:

· Current, legal and unrestricted ability to work in the United States

· 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

Just like you communicate through your smart phone via text, social media or an actual phone conversation, please communicate directly with the Assistant Front Office/Front Office Manager regarding your work schedule, daily work tasks and responsibilities as well as general work-related issues. Face-to-face conversation is preferred of course!

Job Type: Full-time

Pay: From $22.20 per hour

Benefits:

• 401(k)
• 401(k) matching
• Dental insurance
• Employee assistance program
• Employee discount
• Flexible schedule
• Flexible spending account
• Health insurance
• Health savings account
• Paid time off
• Referral program
• Tuition reimbursement
• Vision insurance

Schedule:

• 8 hour shift
• Weekend availability

COVID-19 considerations:
Adhering to Chicago vaccine mandate - all teammates must be vaccinated OR submit to weekly COVID testing.

Experience:

• Hotel Front Desk: 1 year (Required)

Work Location: In person

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