Director Of Front Office Operations

  • Virgin Hotels
  • Aug 04, 2022
Full time Office and Administrative Support

Job Description

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 guests.


Your mission:

Should you decide to accept it...

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 Director of Experience 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 the Virgin Hotels to be considered one of the best places to work in the hospitality industry and we need a Director of Experience who can help us get there.

We want someone who thinks outside the box. Our Belief Statement starts with "We love what we do and what we do is important." Every single teammate in our hotel is valued and we expect our guests to feel the same way. This isn t a walk in the park, but if you are passionate about people, share our quirky sense of humor, and are able to see beyond the traditional scope of checking in and out, then this just might be the right role for you. We aim to deliver outstanding guest service to our guests and the team by offering timely, efficient, knowledgeable, warm and truly remarkable service. We achieve that magical environment by assisting our guests with their check-in & check-out process while engaging them with our personalized service. Enthusiastically using our talents to sell our experience to our guests. Greeting each and every guest with an authentic and warm approach. Ensuring you are fully informed of hotel & city events to be a source of information for our guests. Using tact and creativity to handle each guest concern to make sure everyone leaves our hotel feeling better.


You will also be required to lead a team, communicate, coordinate and work well with other teammates, managers and guests. Most of all, we want you to have FUN since you will play a huge role in creating that memorable guest experience!


The Nitty-Gritty:

What exactly you will be doing...

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:


Your day-to-day: Lead a flock of passionate Guest Services 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.

Be the to the General Manager. This mean being the eyes and ears of the entire hotel. Be proactive and resolve issue. Plan ahead to cover the property.

Responsible for all fire life safety issues and training.

Implementation and management of MOD program. This includes scheduling and training of MOD s.

Ensure staff have complete knowledge of the following at all times.

Use excellent communication skills with guests and staff including verbal, written and body language.

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 adhere to the following cashiering procedures:

Maintain a clean, hygienic and organized work environment. Set up work station with necessary supplies.

Ensure that staff follow the proper banking procedures.

Communicate timely and in a responsive manner via digital device.

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.

Ensure that staff work well on a team or independently while being accountable for work performed. Build a good working culture among team members.

Take, record and relay messages accurately, completely and legibly.

Enthusiastically describe details of food dishes and beverages available in all F&B outlets.

Create checklists for all job areas.

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.

Be a team player!

Continually strive to improve customer service.

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 safe and efficient operation of the hotel.

Ensure the proper utilization, maintenance and periodic upgrades of all EDP equipment.

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 relationship among team members and promote maximum morale, productivity and efficiency (Executive Committee, Sales & Service, Credit, etc.)


What qualities are we looking for?

You ve got skills? If you can perform the following, then you have come to the right place...


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 supervisory/management 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.




Virgin Hotels celebrates diversity and welcomes teammates from all backgrounds. We are proud to be an inclusive and Equal Opportunity Employer