Night Manager

Virgin Hotels Central Services LLC•New York, NY

11d•$0 - $75,000•Onsite

About The Position

We are looking for a Night Manager with superhuman people skills who thinks outside the box. Our ideal candidate 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 check-in & check-out, engaging them with personalized service, and enthusiastically selling the hotel's experience. The Night Manager will greet every guest with an authentic and warm approach, stay informed about hotel & city events to assist guests, and use tact and creativity to handle guest concerns. Additionally, the role requires leading a team, communicating, coordinating, and working well with other teammates, departments, managers, vendors, and guests. The primary goal is to ensure everyone has FUN and contributes to a memorable guest experience.

Requirements

Current, legal, and unrestricted ability to work in the United States.
Minimum of two years of Front Office supervisory experience in full-service properties.
Ability to compute accurate mathematical calculations.
Knowledge of Microsoft office, including Excel.
Ability to communicate in English clearly and pleasantly with guests, management/co-workers, vendors both in person, via emails and on the telephone.
Proficient computer knowledge.
Knowledge of legal aspects of the business as you will be responsible for sensitive legal documentation such as work-related injuries, dealing with complaints, problem-solving, disturbances, special requests and any other issues that may arise.

Nice To Haves

High school or equivalent education preferred.

Responsibilities

Perform security walks according to the security MOD report and secure all doors.
Support Front Desk in addressing noise complaints, guest’s requests and guest complaints.
Be knowledgeable of and ensure staff adhere to all security SOPs.
Be knowledgeable of all hotel procedures and standards.
Responsible for the safety and security of all guests and staff during overnight hours.
Learn and retain complete knowledge of front office, Night Audit, Housekeeping, Engineering, F&B, KNOW program procedures and comply with all policies and procedures.
Assist Front desk and Accounting in completing night audit tasks and reports.
Be the champion of maintaining the Virgin “Tone of Voice,” culture & level of standards. Teach the team to also embody the TOV in all guest interactions.
Cultivate a team of personable, genuine, and sharp individuals. Hold members accountable to operating standards and the Virgin culture.
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, Alice, Voxer, Agilisys, OpenTable, Resy, Salto etc.).
Assist Rooms team by providing support in the various positions: GSA, Greeter, Bellman, Doorman, Concierge, YES! Agent and Reservations.
Maintain a clean, hygienic, and organized work environment. Set up workstation with necessary supplies.
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.
Ensure Rooms team are completing job specific checklists daily and thoroughly for their respective positions.
Adhere to security procedures to ensure our guest’s safety.
Be a team player.
Highly organized, anticipating needs and over delivering wherever possible.
Must be enthusiastic, passionate and possess a wicked sense of humor! No wallflowers permitted!