Assistant Front Desk Manager

Virgin Hotels Central Services LLC•New Orleans, LA

13h•Onsite

About The Position

We are looking for a unique individual with superhuman people skills to join our team as an Assistant Front Office Manager. This role is focused on the teammate experience and ensuring all Virgin Hotel teammates have a great experience at work every single day. We aim to deliver outstanding guest service by offering timely, efficient, knowledgeable, warm, and truly remarkable service. This involves assisting guests with check-in & check-out, engaging them with personalized service, and enthusiastically selling our experience. You will also be required to lead a team, communicate, coordinate, and work well with others. The ideal candidate is passionate about people, shares a quirky sense of humor, and can see beyond the traditional scope of checking in and out, while having fun in the process.

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 MS Word, Excel and Powerpoint

Nice To Haves

Experience with HMS guest operating system a plus but, not required at all.

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.
Ensure staff has complete knowledge of hotel features/services, hours of operation, room types, rates, promotions, daily house count, 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.).
Process guest accounts by presenting folios, resolving disputed charges, and settling accounts.
Ensure staff adhere to cashiering procedures including processing allowances, making change, posting charges, settling room accounts, running reports, counting banks, completing reports, dropping receipts, and securing banks.
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.