Director of Experience

Virgin Hotels Central Services LLC•New York, NY

1d•Onsite

About The Position

We are looking for a Director of Experience who will be a culture carrier, working daily to ensure all Virgin Hotel teammates have a great experience at work every single day. This role requires someone who is willing to roll up their sleeves, get things done, and have fun doing it. The ideal candidate is passionate about people, shares a quirky sense of humor, and can see beyond the traditional scope of hotel operations. The goal is to deliver outstanding guest service and team support by offering timely, efficient, knowledgeable, warm, and truly remarkable service. This involves assisting guests with check-in & check-out, engaging them with personalized service, enthusiastically selling the hotel's experience, greeting guests warmly, and being a source of information for hotel and city events. The Director of Experience will also lead a team, communicate, coordinate, and work well with others, and play a huge role in creating a memorable guest experience.

Requirements

Current, legal and unrestricted ability to work in the United States.
Associate or Bachelor’s degree required.
Minimum of three years of Front Office Management 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.
Input and access data in various computer systems.
Understand guest inquiries and provide clear, concise responses.
Work with others like a rock star, 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, behavior.

Nice To Haves

Passionate about people.
Quirky sense of humor.
Able to see beyond the traditional scope of checking in and out.
Enthusiastic, passionate and possess a wicked sense of humor! No wallflowers permitted!

Responsibilities

Lead a flock of passionate Guest Services/Front Office department that aim to provide exceptional guest experiences, while performing within financial guidelines.
Be the champion of maintaining the Virgin “Tone of Voice,” culture & level of standards. Teach your staff the proper culture.
Ensure staff have complete knowledge of hotel features/services, hours of operation, room types, rates, promotions, daily house count, room availability, and scheduled group activities.
Use excellent communication skills with guests and staff including verbal, written and body language.
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 are following the correct procedures.
Process guest accounts by presenting folios, resolving disputed charges, and settling accounts.
Ensure that staff adhere to cashiering procedures including processing allowances, making change, posting charges, settling room accounts, running closing reports, counting banks, completing cashier reports, dropping receipts, and securing banks.
Maintain a clean, hygienic, and organized work environment. Set up work stations with necessary supplies.
Ensure that staff follow the proper banking procedures.
Communicate timely and in a responsive manner via digital device.
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.
Ensure that staff work well on a team or independently while being accountable for work performed. Build a good working culture among team members.
Enthusiastically describe details of food dishes and beverages available in all F&B outlets.
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, anticipating needs and over delivering wherever possible.
Hire, train, and help teammates' development, including coaching, counseling, and discipline.
Maintain compliance with Virgin Hotels’ standards and regulations to ensure safe and efficient operation of the hotel.
Direct or prepare all financial reports in accordance with Virgin Hotels’ requirements meeting various due dates and deadlines.
Conduct and/or attend and contribute to periodic meetings to maintain favorable working relationships among team members and promote maximum morale, productivity, and efficiency (Executive Committee, Sales & Service, Credit, etc.).