Front Office 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. Where we are: Sitting in the heart of Shoreditch - the Virgin Hotel Shoreditch, like the area it inhabits, emits a cool and easy atmosphere. There is something for everyone here from our 120 bedroom hotel with spa, to the unique Blue Marlin Ibiza London (rooftop restaurant/bar with pool, club, workspace and gym), to our exclusive Spanish Tapas Bar – BIBO. Your mission: Should you choose 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. Above all else, the 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 the Virgin Hotels to be considered one of the best places to work in the hospitality industry and we need a Front Office Manager who can help us get there. The Nitty-Gritty: What exactly you will be doing… 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 Front office team to also embody the TOV in all guest interactions. Cultivate a team of personable, genuine and sharp individuals to make up the Front office department. Hold members accountable to operating standards and the Virgin culture. 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/Infor, ALICE, etc). Assist Rooms team by providing support in the various positions: GSA, Greeter, Bellman, Doorman, Concierge, YES! Agent and Reservations Agent. Process guest accounts by presenting folios to guests when requested, resolving any disputed charges & settling accounts by following accounting procedures. 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. Head of Training for the Front Office team. Create weekly training topics and review with staff. Ensure all employees have the required knowledge of the hotel and its outlets to complete their roles fully. Background must-have: 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. Current right to work in the UK. Just like you communicate through your smart phone via text, social media or an actual phone conversation, please communicate directly with the Front Office Manager regarding your work schedule, daily work tasks and responsibilities as well as general work-related issues. Face-to-face conversation is preferred of course! Virgin Hotels celebrates diversity and welcomes teammates from all backgrounds. We are proud to be an inclusive and Equal Opportunity Employer

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