Assistant Front Desk Manager

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 Assistant 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 Virgin Hotels to be considered one of the best places to work in the hospitality industry and we need an Assistant Front Office Manager who can help us get there. The Nitty‑Gritty What exactly you will be doing… 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. 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.). 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 & 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! Skills & Qualifications 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. Experience with HMS guest operating system a plus but, not required at all. 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 MS Word, Excel and PowerPoint. #J-18808-Ljbffr