Virgin Hotels is hiring: Overnight Assistant Manager in New York

Overview

Who we are: We love what we do and what we do is important. We believe that everyone should leave feeling better — 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. 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, 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 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 can see beyond the traditional scope of checking in and out, then this 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 guests with their check-in and check-out, engaging them with our personalized service, selling our experience, greeting each guest authentically, and ensuring the night audit system is run successfully with proper reports distributed. You will be informed about hotel and city events to be a source of information for guests, handle guest concerns tactfully, and act as the point person for guests and staff overnight.

The Nitty-Gritty: What exactly you will be doing

In helping you understand your role in working for a world class organization, here is a list of essential job responsibilities. This list is not all inclusive and you may be asked to perform other tasks by your manager to provide an “out of this world” guest service experience.

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 standards set by management.
• Maintain complete knowledge of: hotel features/services and hours; all room types, numbers, layout, décor, and location; room rates, promotions; daily house count and expected arrivals/departures; room availability; scheduled daily group activities.
• Use excellent communication skills with guests and staff (verbal, written and body language).
• Learn and retain knowledge of front office technical systems (HMS, Guestware, GoConcierge, etc.).
• Assist and process check-ins and check-outs per guest preference (traditional, kiosk, iPad).
• Assist with YES! Department and handle phone calls and room service orders; monitor room service orders for timeliness and accuracy.
• Process guest accounts by presenting folios, resolving disputes, and settling accounts per accounting procedures.
• Adhere to cashiering procedures: process allowances, make change, post charges, settle accounts, run closing reports, count bank, complete cashier reports, drop receipts, secure bank.
• Maintain a clean, hygienic and organized work environment; set up workstation with necessary supplies.
• Obtain an assigned bank and ensure accuracy; keep bank secure at all times.
• Communicate timely and responsively via digital device; ensure guest questions and requests are completed and followed up while delivering excellent guest service.
• Ensure overnight staff understand safety and security procedures; conduct building walkthroughs to identify safety/security concerns.
• Supervise and communicate with all overnight staff; be the point of contact for the hotel on the overnight shift; handle crisis situations per policy; track incidents with incident reports and communicate with guests and management.
• Ensure night audit procedures are completed promptly; contribute creative ideas to create memorable guest experiences.
• Ensure smooth operation in the lobby with events, maintain communication with Cerise and assist when needed; work well in a team or independently and hold staff accountable.
• Take, record and relay messages accurately; complete shift checklists; adhere to security procedures; handle issues on overnight shift and document important events.
• Be a team player; flexible to work different shifts including weekends, holidays, and nights; report on time in assigned attire if applicable.
• Maintain a neat, clean and well-groomed appearance per hotel standards; adhere to attendance, safety and behavior policies.

Qualifications and Qualities

What qualities are we looking for?

You\'ve got skills? If you can perform the following, you are in the right place…

• Ability to think outside the box and approach issues with a fresh perspective.
• Ability to anticipate needs and over-deliver wherever possible.
• Think on your feet, use initiative to solve problems and deliver solutions.
• Excellent customer relations, communication, presentation and organizational skills.
• Able to handle multiple tasks and projects; enthusiastic, passionate and able to motivate others.
• Understand guest inquiries and provide clear, concise responses.
• Work well with others; communicate clearly in English; collaborate with other departments; detail-oriented; maintain confidentiality of guests and hotel information.
• Maintain a neat, clean, well-groomed appearance; physical ability to bend, squat and stretch as needed; adhere to hotel policies including attendance and safety.

Background / Requirements

Background must-haves:

• Current, legal, unrestricted ability to work in the United States.
• High school or equivalent 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; clear and pleasant English communication with guests and staff; proficiency in MS Word, Excel, PowerPoint.