Front Office Manager

Virgin Hotels Central Services LLC•New York, NY

9d•$65,000 - $75,000•Onsite

About The Position

We are looking for a Front Office Manager who is 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. 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, selling our experience, greeting each guest with an authentic and warm approach, being a source of information for hotel & city events, and handling guest concerns creatively to ensure everyone leaves feeling better. The Front Office Manager will also lead a team, communicate, coordinate, and work well with other teammates, managers, and guests, playing a huge role in 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.
Stand for periods of 8-10 hours.
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

Superhuman people skills
Willingness to roll up your sleeves and get things done
Willingness to have fun doing it
Passion for people
Quirky sense of humor
Ability to see beyond the traditional scope of checking in and out
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 status, 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, and settling accounts.
Ensure staff adhere to cashiering procedures: Process allowances, make change, post charges, settle room accounts, run closing reports, count bank, complete designated cashier reports, drop receipts, and 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!