Night Desk Clerk

Job Description

Job Description

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 choose 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 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.  
• Maintain complete knowledge of the following at all times: 
  1. Hotel features/services, hours of operation. 
  2. All room types, numbers, layout, décor, appointments & location. 
  3. All room rates, special packages and promotions. 
  4. Daily house count and expected arrivals/departures.  
  5. Room availability status for any given day. 
  6. 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, EAM, Guestware, GoConcierge, etc). 
• Assist and process check-in & check-outs for our guests in accordance with their preference (traditional, kiosk, iPad).  
• 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: 
  1. Process allowances
  2. Make change for guests 
  3. Post charges 
  4. Settle Room accounts 
  5. Run closing reports 
  6. Count bank at end of shift 
  7. Complete designated cashier reports 
  8. Drop Receipts 
  9. 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. 
• Manage The Know program to ensure guest profile information is relevant and it is being utilized to dazzle our guests during their stay.
• Ensure all guests 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.  
• Complete all items on the shift checklist. 
• Adhere to security procedures to ensure our guest’s safety. 
• Handle all issues and concerns on the overnight shift and keep proper documentation of all important events. 
• 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… 

• Ability to work a shift other than a day shift, such as pm, swing or overnight shift
• Ability to work on weekends and holidays
• 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.

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