Assistant Director of Experience

Virgin Hotels Central Services LLC•New York, NY

3d•Onsite

About The Position

We are looking for a unique individual with superhuman people skills to join our team. At Virgin Hotels, we are focused on the teammate experience, ensuring we have the best talent, focusing on training, and sharing the love at team events. The ideal candidate will be a culture carrier, working daily to ensure all Virgin Hotel teammates have a great experience at work. We want someone who thinks outside the box, is passionate about people, shares our quirky sense of humor, and can see beyond the traditional scope of checking in and out. We aim to deliver outstanding guest service by offering timely, efficient, knowledgeable, warm, and truly remarkable service. This role involves assisting guests with check-in & check-out, engaging them with personalized service, enthusiastically selling our experience, greeting each guest with an authentic and warm approach, and being a source of information for hotel & city events. The candidate must also be able to handle guest concerns with tact and creativity to ensure everyone leaves feeling better. Additionally, the role requires leading a team, communicating, coordinating, and working well with others, and most importantly, having fun while creating a memorable guest experience.

Requirements

Current, legal and unrestricted ability to work in the United States.
High school or equivalent education required.
Minimum of two years of Front Office supervisory experience.
Ability to compute accurate mathematical calculations.
Ability to clearly and pleasantly communicate in English with guests, management/co-workers, both in person and on the telephone.
Proficient computer knowledge.

Nice To Haves

Superhuman people skills
Willingness to roll up sleeves and get things done
Willingness to have fun doing it
Passionate about people
Quirky sense of humor
Able to see beyond the traditional scope of checking in and out
Enthusiastic
No wallflowers permitted

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. Teach the Rooms team to also embody the TOV in all guest interactions.
Cultivate a team of personable, genuine and sharp individuals to make up the Rooms department. Hold members accountable to operating standards and the Virgin culture.
Head of Training for the Rooms team. Create weekly training topics and review 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.
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, Guestware, Rapid Response, GoConcierge, etc).
Assist Rooms team by providing support in the various positions: GSA, Greeter, Bellman, Doorman, Concierge, YES! Agent and Reservations Agent.
Process guest accounts by presenting folios, resolving disputed charges & settling accounts by following accounting procedures.
Ensure staff adhere to cashiering procedures: Process allowances, Make change for guests, Post charges, Settle Room accounts, Run closing reports, Count bank at end of shift, Complete designated cashier reports, Drop Receipts, Secure Bank.
Maintain a clean, hygienic and organized work environment. Set up work station with necessary supplies.
Maintain time edits for 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 & 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.
Enthusiastically describe details of food dishes and beverages available in all F&B outlets.
Ensure Rooms team are completing job specific checklists daily and thoroughly for their respective positions.
Adhere to security procedures to ensure guest’s 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!