To help 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 an “out of this world” customer service experience for our guests:

• Your day-to-day: Lead a flock of passionate Guest services/Front Office departments that aim to provide exceptional guest experiences while performing within financial guidelines. 
• Be the champion of maintaining the Virgin “Tone of Voice,” culture & level of standards. Teach your staff the proper culture.
• Learn and teach all aspects of front office technical systems (HMS, EAM, Guestware, GoConcierge, etc).
• Cultivate the check-in and check-out process and ensure staff are following the correct procedures.
• Process guest accounts by presenting folios to guests when requested, resolving any disputed charges & settling accounts by following accounting procedures.
• Ensure that staff follow the proper banking procedures. 
• Communicate in a timely and responsive manner via digital devices.
• Manage The Know program to ensure guest profile information is relevant and 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.
• Ensure that staff work well on a team or independently while being accountable for work performed. Build a good working culture among team members. 
• Enthusiastically describe details of food dishes and beverages available in all F&B outlets.
• Provide support to Housekeeping, Engineering, and Security Departments. 
• Ensure proper operations of the Valet Team. 
• Adhere to security procedures to ensure our guest’s safety.
• Highly organized, anticipating needs and over-delivering wherever possible.
• Must be enthusiastic, passionate and possess a wicked sense of humor! No wallflowers permitted!
• Hire, train and help the teammates' development, including coaching, counseling and discipline. 
• Maintain compliance with Virgin Hotels’ standards and regulations to ensure the safe and efficient operation of the hotel. 
• Directs or prepares all financial reports in accordance with Virgin Hotels’ requirements, meeting various due dates and deadlines. 
• Conduct and/or attend and contribute to periodic meetings to maintain favorable working relationships among team members and promote maximum morale, productivity and efficiency (Executive Committee, Sales & Service, Credit, etc.)

• 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
• Associate or Bachelor’s degree required. 
• Minimum of three years of Front Office Management experience.
• Ability to compute accurate mathematical calculations.
• Ability to communicate clearly in English with guests, management/co-workers, both in person and on the telephone. 
• Proficient computer knowledge.