Front Office Manager

Job Description

Job Description

Who we are :

We love what we do and what we do is important! We believe that everyone should leave feeling better this means not just our guests, but also our teammates.

Everyone should go home feeling better because they learned something new, or had fun working that day. Therefore, we hire unique individuals who work together to create amazing experiences for our guests.

We recognize that every member of the team contributes to the success of the whole hotel. No-one is more important than anyone else, and unless we are in it together, we can’t create that special experience for our guest.

Your mission :

Should you decide to accept it

You don’t need to have x-ray vision or know how to fly, but you do need superhuman people skills in order to be successful in this role.

Virgin businesses, starting with our illustrious founder, Sir Richard, are a roll up your sleeves kind of place. At Virgin Hotels, we are focused on the teammate experience, whether that is ensuring we have the best talent, focusing on training or just sharing the love at a team event.

Above all else, the Front Office Manager will be a culture carrier, working daily to ensure all Virgin Hotel teammates have a great experience at work every single day.

At Virgin Hotels, nothing is ever "usual" so not only do you have to be willing to roll up your sleeves and get things done, but you have to be willing to have fun doing it.

We want the Virgin Hotels to be considered one of the best places to work in the hospitality industry and we need a Front Office Manager who can help us get there.

We want someone who thinks outside the box. Our Belief Statement starts with We love what we do and what we do is important.

Every single teammate in our hotel is valued and we expect our guests to feel the same way. This isn’t a walk in the park, but if you are passionate about people, share our quirky sense of humor, and are able to see beyond the traditional scope of checking in and out, then this just might be the right role for you.

We aim to deliver outstanding guest service to our guests and the team by offering timely, efficient, knowledgeable, warm and truly remarkable service.

We achieve that magical environment by assisting our guests with their check-in & check-out process while engaging them with our personalized service.

Enthusiastically using our talents to sell our experience to our guests. Greeting each and every guest with an authentic and warm approach.

Ensuring you are fully informed of hotel & city events to be a source of information for our guests. Using tact and creativity to handle each guest concern to make sure everyone leaves our hotel feeling better.

You will also be required to lead a team, communicate, coordinate and work well with other teammates, managers and guests.

Most of all, we want you to have FUN since you will play a huge role in creating that memorable guest experience!

The Nitty-Gritty :

What exactly you will be doing

In helping you understand your role in working for a world class organization, the following is a list of your essential job responsibilities.

Please keep in mind that this list is not all inclusive and that you may be asked to perform other job tasks by your supervisors / managers not listed below in the constant quest to provide out of this world customer service experience for our guests :

• 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 the following at all times.

Hotel features / services, hours of operation.

All room types, numbers, layout, décor, appointments & location.

All room rates, special packages and promotions.

Daily house count and expected arrivals / departures.

Room availability status for any given day.

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 to guests when requested, resolving any disputed charges & settling accounts by following accounting procedures.
• Ensure staff adhere to the following cashiering procedures :

Process allowances

Make change for guests

Post charges

Settle Room accounts

Run closing reports

Count bank at end of shift

Complete designated cashier reports

Drop Receipts

Secure Bank