Front Office Manager

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 

• 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 it is being utilized to dazzle our guests during their stay. 
• 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 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!  

What Qualities Are We Looking For?

You got skills?  If you are able to perform the following, then you have come to the right place…

• 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 

Background Must Have

• 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.  

#LI-onsite