Virgin Hotels is hiring: Overnight Assistant Manager in New York

Overview

Join to apply for the Overnight Assistant Manager role at .

Responsibilities and qualifications for this role are described below.

Responsibilities

• Learn and retain complete knowledge of front office procedures and comply with all policies and procedures.
• Maintain the Virgin “Tone of Voice,” culture and level of standards set forth by the management team.
• Maintain complete knowledge of hotel features/services, hours of operation, all room types, numbers, layout, décor, and location.
• Know all room rates, special packages and promotions; monitor daily house count and expected arrivals/departures; track room availability.
• Have knowledge of scheduled daily group activities and use excellent communication skills with guests and staff (verbal, written and body language).
• Learn and retain knowledge of all front office technical systems (HMS, Guestware, GoConcierge, etc.).
• Assist and process check-ins & check-outs according to guest preference (traditional, kiosk, iPad).
• Assist with YES! Department; handle phone calls and room service orders; monitor room service orders for timeliness and accuracy.
• Process guest accounts by presenting folios, resolving disputed charges, and settling accounts following accounting procedures.
• Adhere to cashiering procedures: process allowances, make change, post charges, settle accounts, run closing reports, count bank at end of shift, complete cashier reports, drop receipts, and secure bank.
• Maintain a clean, hygienic and organized work environment; set up workstation with necessary supplies.
• Obtain an assigned bank and ensure accuracy of contracted monies; keep bank secure at all times.
• Communicate timely and responsively via digital device; ensure all guest questions and requests are completed and followed up on with excellent guest service.
• Ensure overnight staff understand safety and security procedures; conduct multiple walk-throughs to identify safety concerns.
• Supervise and communicate with all overnight staff; ensure policies and procedures are followed and posted correctly.
• Be the point of contact for the hotel on the overnight shift; handle crises effectively and according to policy.
• Ensure incidents are tracked with incident reports; communicate with guests and management so all are aware.
• Complete all overnight night audit procedures in a timely manner; think creatively to create memorable guest experiences.
• Maintain smooth operation in the lobby with events and activities; stay informed of events and procedures at all times.
• Maintain communication with Cerise and assist when needed; handle guest/patron concerns.
• Work well on a team or independently; hold staff accountable; take, record and relay messages accurately.
• Complete all items on the shift checklist; adhere to security procedures for guest safety.
• Handle issues during the overnight shift and document important events; be a team player.
• Flexibility to work different shifts, including weekends, holidays and nights; report on time in assigned attire if applicable.
• Be highly organized, anticipate needs and over-deliver wherever possible; be enthusiastic, passionate and have a sense of humor.

Qualifications

Background Must-have

• Current, legal and unrestricted ability to work in the United States
• High school or equivalent education required
• Bachelor’s degree preferred
• 2-3 years of front office agent experience or similar customer service supervisor experience
• Ability to compute accurate mathematical calculations
• Ability to clearly and pleasantly communicate in English with guests and co-workers, both in person and on the telephone
• Proficient in MS Word, Excel, PowerPoint

Senioriry level

• Entry level

Employment type

• Full-time

Job function

• Other

Industries

• Hospitality