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About the Role

Virgin Hotels is seeking a Front Office Manager who will be a culture carrier, ensuring all teammates have a great experience at work every single day. This role requires someone who thinks outside the box, is passionate about people, shares a quirky sense of humor, and can see beyond the traditional scope of checking in and out. The goal is to deliver outstanding guest service through timely, efficient, knowledgeable, warm, and remarkable service, creating a magical environment by assisting guests with check-in/check-out and engaging them with personalized service.

Responsibilities

Learn and retain complete knowledge of front office procedures and comply with all policies and procedures.
Be the champion of maintaining the Virgin “Tone of Voice,” culture & level of standards, and teach the Rooms team to embody the TOV in all guest interactions.
Cultivate a team of personable, genuine, and sharp individuals for the Rooms department, holding members accountable to operating standards and the Virgin culture.
Serve as Head of Training for the Rooms team, creating weekly training topics and reviewing with staff.
Ensure staff has complete knowledge of hotel features/services, hours of operation, room types, rates, packages, promotions, daily house count, expected arrivals/departures, room availability, and scheduled daily group activities.
Utilize excellent communication skills with guests and staff, including verbal, written, and body language.
Learn and teach knowledge of all front office technical systems (HMS, Guestware, Rapid Response, GoConcierge, etc.).
Assist Rooms team by providing support in various positions: GSA, Greeter, Bellman, Doorman, Concierge, YES! Agent, and Reservations Agent.
Process guest accounts by presenting folios, resolving disputed charges, and settling accounts according to 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.
Manage time edits for the Rooms team and coordinate PTO requests with payroll processing.
Manage The Know program to ensure guest profile information is relevant and utilized to dazzle guests.
Ensure all guest questions and requests are completed and followed up on while executing fabulous guest service.
Be creative and think outside the box to create memorable experiences for 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.
Ensure Rooms team members complete job-specific checklists daily and thoroughly for their respective positions.
Adhere to security procedures to ensure guest safety.
Be a team player.
Be highly organized, anticipating needs and over-delivering wherever possible.
Be enthusiastic, passionate, and possess a wicked sense of humor.

Requirements

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, 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, and behavior.
Current, legal, and unrestricted ability to work in the United States.
Ability to compute accurate mathematical calculations.
Ability to clearly and pleasantly communicate in English with guests, management, and co-workers, both in person and on the telephone.
Proficient computer knowledge.

Skills

Superhuman people skills
Culture carrier
Thinking outside the box
Passion for people
Quirky sense of humor
Excellent communication skills (verbal, written, body language)
Technical system knowledge (HMS, Guestware, Rapid Response, GoConcierge)
Cashiering procedures
Guest service
Teamwork
Organization
Enthusiasm
Mathematical calculations
Computer proficiency

Location

Onsite

Work Type

Full-time

Experience Level

Minimum of two years of Front Office supervisory experience

Education Level

High school or equivalent education required

About the Company

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.
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.
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.
We want the Virgin Hotels to be considered one of the best places to work in the hospitality industry.
Every single teammate in our hotel is valued and we expect our guests to feel the same way.
We aim to deliver outstanding guest service to our guests and the team by offering timely, efficient, knowledgeable, warm and truly remarkable service.