Director of Front Office

Virgin Hotels Central Services LLC•New York, NY

13h•$100,000 - $110,000•Onsite

About The Position

We are looking for a Director of Experience who is passionate about people, shares a quirky sense of humor, and can see beyond the traditional scope of checking in and out. The role aims to deliver outstanding guest service by offering timely, efficient, knowledgeable, warm, and truly remarkable service. This is achieved by assisting guests with their check-in & check-out process while engaging them with personalized service, enthusiastically selling the hotel's experience, greeting guests with an authentic and warm approach, and being a source of information for hotel & city events. The Director of Experience will also be required to lead a team, communicate, coordinate, and work well with other teammates, managers, and guests, with a strong emphasis on having fun and 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, and 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 effectively, while constantly advocating for 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.

Nice To Haves

Experience with HMS is preferred.

Responsibilities

Lead a team of passionate Guest Services/Front Office department members to provide exceptional guest experiences while operating within financial guidelines.
Act as a champion for maintaining the Virgin "Tone of Voice," culture, and standards, and teach 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.
Utilize excellent verbal, written, and body language communication skills with guests and staff.
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 follow correct procedures.
Process guest accounts, present folios, resolve disputed charges, and settle 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.
Ensure staff follow proper banking procedures.
Communicate timely and responsively via digital devices.
Manage The Know program to ensure guest profile information is relevant and used to enhance guest stays.
Ensure all guest questions and requests are completed and followed up on.
Be creative and think outside the box to create memorable guest experiences.
Ensure staff work well as a team or independently, are accountable for their work, and foster a positive working culture.
Enthusiastically describe food dishes and beverages available in 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, anticipate needs, and over-deliver wherever possible.
Hire, train, and develop teammates, including coaching, counseling, and discipline.
Maintain compliance with Virgin Hotels' standards and regulations for safe and efficient hotel operation.
Direct or prepare all financial reports in accordance with Virgin Hotels' requirements, meeting deadlines.
Conduct and/or attend and contribute to periodic meetings (Executive Committee, Sales & Service, Credit, etc.) to maintain favorable working relationships and promote morale, productivity, and efficiency.