YOUR MISSION (The Job Description)
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.
THE NITTY-GRITTY (The Essential Job Duties)
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 extraordinary customer service experience for our guests:
- 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
WHAT IT TAKES (The Qualities We Look For)
- Great team player with the ability to create excellent working relationships across the group. Collaborative approach with all departments
- Ability to break down barriers and resolve potential conflicts swiftly and effortlessly
- Strong communication and presentation skills to all levels of management
- Creativity and innovation are essential!
- Ability to think outside the box and approach all issues with a completely fresh approach
- Ability to anticipate needs and over-deliver wherever possible
- Candidates must think on their feet and use their initiative to solve problems and deliver solutions
- Excellent guest relations, communication, presentation, and organization skills of utmost importance
- Able to change direction and work on multiple project aspects at once
- Enthusiastic, passionate, able to inspire and motivate others
- Leadership ability and behavior consistent with Virgin Hotels Core Values: Fun, innovative, original, and personable, and striving to deliver high quality and brilliant guest service
MUST HAVE'S
- 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
WOULD BE NICE TO HAVE'S
THE WORKING CONDITIONS
- May stand and walk for periods of up to 8-10 hours. Proper footwear is required
- Bend, squat, and stretch in areas of limited space to perform cleaning, organization, and other duties
- Must be able to work in a fast-paced, busy, and somewhat stressful environment, and maintain physical stamina and mental attitude while dealing effectively with guests, management, team members, and outside contacts while working under pressure and meeting deadlines
- Work in an environment that is subject to varying levels of light, cold, heat, smoke, light (including flashing lights), and sound
- Ability to work a flexible schedule including nights, weekends, and holidays
-
VALUABLE TRAITS
- 50% logical / 50% creative / 100% AWESOME
- Enjoy working with a team and alone as the situation dictates
- Adaptive, Flexible!
- Embody "great attitude"
- Unwavering integrity and endless work ethic
- Appreciate constructive feedback, as well as graciously providing the same
- Tenacious and self-motivated
This is not an exhaustive list of duties, responsibilities, and conditions.
*Virgin Hotels celebrates diversity and is proud to be an Equal Opportunity Employer*
