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About the Role
We are looking for a unique individual with superhuman people skills who thinks outside the box to join our team. If you are passionate about people, share our quirky sense of humor, and can see beyond the traditional scope of checking in and out, this role is for you. We aim to deliver outstanding guest service by offering timely, efficient, knowledgeable, warm, and remarkable service. You will assist guests with check-in & check-out, engage them with personalized service, and enthusiastically sell our experience. You will also lead a team, communicate, coordinate, and work well with others, playing a huge role in creating a memorable guest experience.
Responsibilities
- Perform security walks and secure all doors.
- Support Front Desk in addressing noise complaints, guest requests, and guest complaints.
- Ensure staff adhere to all security SOPs.
- Be knowledgeable of all hotel procedures and standards.
- Responsible for the safety and security of all guests and staff during overnight hours.
- Learn and retain complete knowledge of front office, Night Audit, Housekeeping, Engineering, F&B, and KNOW program procedures.
- Assist Front desk and Accounting in completing night audit tasks and reports.
- Champion and teach the Virgin "Tone of Voice," culture, and standards to the team.
- Cultivate a team of personable, genuine, and sharp individuals, holding them accountable to operating standards and Virgin culture.
- Use excellent communication skills with guests and staff, including verbal, written, and body language.
- Learn and teach knowledge of all front office technical systems (HMS, Alice, Voxer, Agilisys, OpenTable, Resy, Salto etc.).
- Assist Rooms team by providing support in various positions: GSA, Greeter, Bellman, Doorman, Concierge, YES! Agent, and Reservations.
- Maintain a clean, hygienic, and organized work environment.
- Set up workstation with necessary supplies.
- 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.
- Ensure Rooms team completes job-specific checklists daily and thoroughly.
- 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
- Current, legal, and unrestricted ability to work in the United States.
- Minimum of two years of Front Office supervisory experience in full-service properties.
- Ability to compute accurate mathematical calculations.
- Knowledge of legal aspects of the business as you will be responsible for sensitive legal documentation such as work-related injuries, dealing with complaints, problem-solving, disturbances, special requests, and any other issues that may arise.
Skills
- Superhuman people skills
- Thinking outside the box
- Passion for people
- Quirky sense of humor
- Personalized service
- Excellent communication skills (verbal, written, body language)
- Proficient computer knowledge
- Knowledge of Microsoft Office, including Excel
- Ability to communicate in English clearly and pleasantly with guests, management/co-workers, and vendors both in person, via emails, and on the telephone.
Experience Level
- Minimum of two years of Front Office supervisory experience
Education Level
- High school or equivalent education preferred
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 and owners, 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 organization.
- 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.