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About the Role

Virgin Hotels is seeking a Director of Experience to be a culture carrier, ensuring all teammates have a great experience at work daily. This role requires someone passionate about people, with a quirky sense of humor, who can see beyond traditional hotel operations and deliver outstanding guest service. The ideal candidate will be creative, enthusiastic, and able to lead a team to create memorable guest experiences.

Responsibilities

Lead the Guest Services/Front Office department to provide exceptional guest experiences within financial guidelines.
Champion and maintain the Virgin "Tone of Voice," culture, and standards, teaching staff proper culture.
Ensure staff knowledge of hotel features, services, hours of operation, room details, rates, packages, promotions, daily house count, room availability, and scheduled activities.
Utilize excellent verbal, written, and body language communication skills with guests and staff.
Learn and teach all aspects of front office technical systems (HMS, EAM, Guestware, GoConcierge, etc.).
Cultivate the check-in and check-out process and ensure staff adherence to correct procedures.
Process guest accounts, present folios, resolve disputed charges, and settle accounts following accounting procedures.
Ensure staff adhere to cashiering procedures including processing allowances, making change, posting charges, settling room accounts, running closing reports, counting banks, completing reports, dropping receipts, and securing banks.
Maintain a clean, hygienic, and organized work environment, setting up workstations with necessary supplies.
Ensure staff follow proper banking procedures.
Communicate timely and responsively via digital device.
Manage The Know program to ensure guest profile information is relevant and utilized to enhance guest stays.
Ensure all guest questions and requests are completed and followed up on, executing fabulous guest service.
Create memorable guest experiences through creativity and thinking outside the box.
Ensure staff work well as a team or independently, building a positive working culture.
Enthusiastically describe food and beverage offerings.
Provide support to Housekeeping, Engineering, and Security Departments.
Ensure proper operations of the Valet Team.
Adhere to security procedures to ensure guest safety.
Be highly organized, anticipate needs, and overdeliver wherever possible.
Hire, train, and develop teammates, including coaching, counseling, and discipline.
Maintain compliance with Virgin Hotels' standards and regulations for safe and efficient operation.
Direct or prepare all financial reports according to Virgin Hotels' requirements and deadlines.
Conduct and/or attend and contribute to periodic meetings to maintain favorable working relationships and promote morale, productivity, and efficiency.

Requirements

Input and access data in various computer systems.
Understand guest inquiries and provide clear, concise responses.
Work collaboratively with others while advocating for 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 duties.
Adhere to hotel policies including attendance, safety, and behavior.

Skills

Communication (verbal, written, body language)
Customer service
Leadership
Teamwork
Problem-solving
Organizational skills
Computer proficiency
Financial reporting
HMS experience (preferred)

Location

United States

Work Type

Full-time

Experience Level

Minimum of three years of Front Office Management experience

Education Level

Associate or Bachelor’s degree required

About the Company

Virgin Hotels is a unique hospitality brand focused on the teammate experience, aiming to be one of the best places to work in the industry.
The company believes everyone should leave feeling better, fostering a culture where unique individuals work together to create amazing experiences.
Virgin Hotels values every teammate and expects guests to feel the same way, delivering outstanding guest service with timely, efficient, warm, and remarkable service.