Front Office Manager

Virgin Hotels Central Services LLC•New Orleans, LA

14h•Onsite

About The Position

The Front Office Manager leads the Rooms team and helps create an outstanding experience for both guests and teammates. This role serves as a culture carrier for Virgin Hotels, championing its Tone of Voice, culture, and standards while fostering a positive teammate experience through talent development, training, and team engagement. The manager is expected to lead by example, work hands-on, and bring creativity, enthusiasm, and a sense of fun to the role. The position oversees front-office operations and supports team members in roles including GSA, Greeter, Bellman, Doorman, Concierge, YES! Agent, and Reservations Agent. It ensures guests receive timely, efficient, knowledgeable, warm, and personalized service throughout their stay, including check-in and check-out, handling questions and requests, resolving concerns, and sharing relevant hotel and city information. The manager also maintains operational knowledge, trains staff, supports cashiering and account procedures, and ensures the team follows hotel policies, security practices, and daily checklists.

Requirements

Current, legal, and unrestricted ability to work in the United States.
High school education or equivalent.
At least two years of Front Office supervisory experience.
Ability to perform accurate mathematical calculations.
Ability to communicate clearly and pleasantly in English with guests, management, and co-workers, in person and by telephone.
Proficient computer knowledge.
Ability to stand for periods of 8–10 hours.
Ability to input and access data in various computer systems.
Ability to understand guest inquiries and provide clear, concise responses.
Ability to communicate clearly in verbal and written English.
Ability to work cohesively with colleagues and other departments while advocating for guests.
Attention to detail.
Ability to maintain confidentiality of guest and hotel information.
Ability to maintain a neat, clean, and well-groomed appearance according to hotel standards.
Ability to bend, squat, and stretch in limited spaces to perform cleaning, organization, and other duties.
Ability to adhere to hotel policies, including attendance, safety, and behavior policies.

Responsibilities

Learn and retain front-office procedures and comply with all policies and procedures.
Champion the Virgin Tone of Voice, culture, and standards, and teach the Rooms team to embody them in guest interactions.
Build and develop a personable, genuine, and capable Rooms team; hold team members accountable to operating standards and Virgin culture.
Lead Rooms team training by creating weekly training topics and reviewing them with staff.
Ensure staff maintain knowledge of hotel features and services, room types and locations, rates and promotions, daily house counts and expected arrivals and departures, room availability, and scheduled group activities.
Communicate effectively with guests and staff through verbal, written, and nonverbal communication.
Learn and teach front-office technical systems, including HMS, Guestware, Rapid Response, and GoConcierge.
Support the Rooms team in roles such as GSA, Greeter, Bellman, Doorman, Concierge, YES! Agent, and Reservations Agent.
Process guest accounts, present folios when requested, resolve disputed charges, and settle accounts according to accounting procedures.
Ensure staff follow cashiering procedures, including processing allowances, making change, posting charges, settling room accounts, running closing reports, counting the bank, completing cashier reports, dropping receipts, and securing the bank.
Maintain a clean, hygienic, and organized work environment and set up the workstation with necessary supplies.
Maintain Rooms team time edits and coordinate PTO requests with payroll processing.
Manage The Know program to keep guest profile information relevant and use it to enhance guest stays.
Ensure guest questions and requests are completed and followed up on while delivering excellent service.
Create memorable guest experiences through creative, personalized service.
Work effectively as part of a team or independently and remain accountable for work performed.
Take, record, and relay messages accurately, completely, and legibly.
Enthusiastically describe food dishes and beverages available in all food and beverage outlets.
Ensure Rooms team members complete job-specific daily checklists thoroughly.
Follow security procedures to help ensure guest safety.
Maintain organization, anticipate needs, and seek opportunities to exceed expectations.
Stand for periods of 8–10 hours; input and access data in computer systems; understand and respond clearly to guest inquiries; communicate in English; work with others and across departments; attend to details; maintain confidentiality; meet appearance standards; bend, squat, and stretch in limited spaces; and follow hotel policies, including attendance, safety, and behavior policies.