Front Office Manager

Job Summary

Required Qualifications

• •Current, legal and unrestricted ability to work in the United States
• •High school or equivalent education
• •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
• •Must be able to stand for periods of 8-10 hours
• •Must be able to bend, squat and stretch in areas of limited space to perform cleaning, organization and other duties
• •Must be able to adhere to hotel policies including but not limited to attendance, safety, behavior
• •Must be enthusiastic, passionate and possess a wicked sense of humor

Desired Qualifications

• •Superhuman people skills
• •Ability to think outside the box
• •Share a quirky sense of humor
• •Ability to see beyond the traditional scope of checking in and out
• •Ability to be a culture carrier
• •Ability to roll up your sleeves and get things done
• •Ability to have fun doing it
• •Ability to lead a team
• •Ability to communicate
• •Ability to coordinate
• •Ability to work well with other teammates, managers and guests
• •Ability to work well on a team or independently while being accountable for work performed
• •Ability to take, record and relay messages accurately, completely and legibly
• •Ability to be creative and think outside the box to create memorable experiences for our guests
• •Ability to be highly organized, anticipating needs and over delivering wherever possible
• •Ability to use excellent communication skills with guests and staff including verbal, written and body language
• •Ability to learn and teach knowledge of all front office technical systems (HMS, Guestware, Rapid Response, GoConcierge, etc)
• •Ability to assist Rooms team by providing support in the various positions: GSA, Greeter, Bellman, Doorman, Concierge, YES! Agent and Reservations Agent
• •Ability to ensure staff has complete knowledge of hotel features/services, hours of operation
• •Ability to ensure staff has complete knowledge of all room types, numbers, layout, décor, appointments & location
• •Ability to ensure staff has complete knowledge of all room rates, special packages and promotions
• •Ability to ensure staff has complete knowledge of daily house count and expected arrivals/departures
• •Ability to ensure staff has complete knowledge of room availability status for any given day
• •Ability to ensure staff has complete knowledge of scheduled daily group activities
• •Ability to ensure staff adhere to cashiering procedures including processing allowances, making change, posting charges, settling room accounts, running closing reports, counting bank, completing designated cashier reports, dropping receipts, and securing bank
• •Ability to maintain a clean, hygienic and organized work environment
• •Ability to maintain time edits for Rooms team and coordinate PTO requests with payroll processing
• •Ability to manage The Know program to ensure guest profile information is relevant and it is being utilized to dazzle our guests during their stay
• •Ability to ensure all guest questions & requests are completed & followed up on while executing fabulous guest service
• •Ability to ensure Rooms team are completing job specific checklists daily and thoroughly for their respective positions
• •Ability to adhere to security procedures to ensure our guest's safety
• •Ability to maintain confidentiality of all guests and hotel information
• •Ability to maintain a neat, clean and well-groomed appearance per hotel standards
• •Ability to input and access data in various computer systems
• •Ability to understand guest inquiries and provide clear, concise responses
• •Ability to work with others like a rock star, while constantly advocating for your guests
• •Ability to communicate clearly in verbal and written English
• •Ability to work cohesively with other departments and co-workers as part of a team
• •Ability to focus attention on details
• •Ability to be the champion of maintaining the Virgin 'Tone of Voice,' culture & level of standards
• •Ability to cultivate a team of personable, genuine and sharp individuals
• •Ability to hold members accountable to operating standards and the Virgin culture
• •Ability to head training for the Rooms team
• •Ability to create weekly training topics and review with staff
• •Ability to ensure guests feel better after leaving the hotel
• •Ability to learn something new or have fun working that day
• •Ability to be a source of information for our guests
• •Ability to enthusiastically describe details of food dishes and beverages available in all F&B outlets
• •Ability to greet each and every guest with an authentic and warm approach
• •Ability to use tact and creativity to handle each guest concern to make sure everyone leaves our hotel feeling better
• •Ability to enthusiastically using our talents to sell our experience to our guests
• •Ability to be passionate about people
• •Ability to have a smile to share