YOUR MISSION (The Job Description)The Front Office Manager will be responsible for maintaining knowledge of hotel occupancy status, special events, in-house groups and other situations affecting the property's daily operation. The Front Office Manager will play an important role in directing, coordinating, and overseeing the daily operations of Front Office. The Front Office Manager will assist, and report to, the Executive Director of Hotel Operations in the administration and operation of the department.QualificationsTHE NITTY-GRITTY (The Essential Job Duties) Including but not limited to:
Monitor daily front office operations to ensure strict adherence to established standards and procedures.
Recruit, train, and mentor teammates to exceed department objectives through active performance management.
Manage administrative workflows, including weekly payroll, attendance, and PTO requests for the front office team.
Coordinate staff schedules to optimize coverage across all operational areas.
Resolve guest feedback and complex challenges promptly to maintain high service satisfaction.
Develop and maintain departmental guest service policies to improve operational consistency.
Oversee the front desk, rooms control, and night audit teams, ensuring all instructions are executed with precision.
Enforce safety protocols and observe assigned areas to mitigate hazards and maintain compliance.
WHAT IT TAKES (The Qualities We Look For)
Great collaborator with the ability to create an excellent working relationship across the group. Collaborative approach with all departments
Ability to break down barriers and resolve potential conflicts swiftly and effortlessly.
Effective communication and presentation skills to all levels of management
Creativity and innovation are essential!
Ability to think outside the box and approach all issues with a completely fresh approach.
Ability to anticipate needs and over deliver wherever possible.
Candidates must think on their feet and use their initiative to solve problems and deliver solutions.
Excellent customer relations, communication, presentation and organization skills of utmost importance
Able to change direction and work on multiple project aspects at once.
Enthusiastic, passionate, able to enthuse and motivate others.
Leadership ability and behavior consistent with Virgin Hotels Core Values: Fun, innovative, original and personable, and striving to deliver high quality and brilliant customer service.
Background must-have:
A high school education or equivalent in addition to two months of on-the-job training or related experience
Use all equipment associated with the position including but not limited to keyboards, telephones, fax machines, copiers and printers.
Always communicate effectively with customers as well as all levels of employees.
Move around the service desk effectively, pull up portfolios, reach across counter for customer transactions and retrieve and replace safety deposit boxes as needed.
Effectively use a computer to access, understand and input customer information.
Work in crowds and noise the severity of which depends upon customer volume.
Effective communication skills
Knowledge of Hotel/ Hospitality booking room standards
MUST HAVE'S
A high school education or equivalent in addition to two months of on-the-job training or related experience
Always communicate effectively with customers as well as all levels of employees
Effective communication skills in English
Knowledge of Hotel/ Hospitality booking room standards
WOULD BE NICE TO HAVE'S
A Minimum of 2-3 years of Supervisor or Front Desk Manager experience
THE WORKING CONDITIONS
Working both independently and interdependently depending on work tasks, projects, special initiatives. Possibly experience job related stress due to tight deadlines, demands, crisis management
Move around the service desk effectively, pull up portfolios, reach across counter for customer transactions and retrieve and replace safety deposit boxes as needed
Effectively use a computer to access, understand and input customer information
Use all equipment associated with the position including, but not limited to, keyboards, telephones, fax machines, copiers and printers
Work is sedentary in nature, with long hours seated, typing on a keyboard, and viewing a computer screen
Work in an environment that is subject to varying levels of cold, heat, smoke, and sound, the severity of which depends upon customer volume
VALUABLE TRAITS
50% logical / 50% creative / 100% AWESOME
Enjoy working with a team and alone as the situation dictates
Adaptive, Flexible!
Embody "great attitude"
Unwavering integrity and endless work ethic
Appreciate constructive feedback, as well as graciously providing the same
Tenacious and self-motivated
*Virgin Hotels celebrates diversity and is proud to be an Equal Opportunity Employer*
