Front Desk Supervisor

• Learn and retain complete knowledge of front office procedures and comply with all policies and procedures. 
• Maintain the Virgin “Tone of Voice,” Culture & level of standards set forth by the management team.  
• Maintain complete knowledge of the following at all times: 

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  • Hotel features/services, hours of operation.

  • All room types, numbers, layout, décor, appointments & location.

  • All room rates, special packages and promotions. 

  • Daily house count and expected arrivals/departures. 

  • Room availability status for any given day. 

  • Scheduled daily group activities. 

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

• Learn and retain knowledge of all front office technical systems (HMS, Guestware, GoConcierge, etc). 
• Assist and process check-in & check-outs for our guests in accordance with their preference (traditional, kiosk, iPad).  
• Assist with YES! Department and handle phone calls & room service orders. Monitor Room Service orders to ensure proper timeliness and accuracy.  
• Process guest accounts by presenting folios to guests when requested, resolving any disputed charges & settling accounts by following accounting procedures. 
• Adhere to the following cashiering procedures: 

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  • Process allowances 

  • Make change for guests 

  • Post charges 

  • Settle Room accounts 

  • Run closing reports 

  • Count bank at end of shift 

  • Complete designated cashier reports 

  • Drop Receipts 

  • Secure Bank 

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

• Obtain an assigned bank and ensure accuracy of contracted monies. Keep bank secure at all times. 
• Be able to communicate timely and in a responsive manner via digital device. 
• Ensure all guests questions & requests are completed & followed up on while executing fabulous guest service. 
• Ensure all of the overnight staff have a clear and complete understanding of the safety and security procedures.  
• Conduct multiple walk-throughs of the building to ensure areas are free of safety/security concerns.  

• Supervise and communicate with all overnight staff. Ensure staff are upholding policies & procedures and are posted in the correct areas.  
• Be the point of contact for the hotel on the overnight shift. Handle all crisis situations effectively and according to policy.  
• Ensure that all incidents are tracked with incident reports. Communicate with effected guests and management team to ensure all are aware.  
• Ensure all of the night audit procedures are completed in a timely manner.  
• Be creative and think outside the box to create memorable experiences for our guests. 

• Ensure smooth operation in the lobby with activity from Cerise, Commons Club, Miss Ricky’s and other special events. Be informed of events & procedures at all times.  
• Maintain effective communication with Cerise and assist when needed. Handle any guest/patron concerns.  
• Work well on a team or independently while being accountable for work performed. Hold staff accountable for their work as well.  
• Take, record and relay messages accurately, completely and legibly.  
• Complete all items on the shift checklist. 

• Adhere to security procedures to ensure our guest’s safety. 
• Handle all issues and concerns on the overnight shift and keep proper documentation of all important events. 
• Be a team player! 
• Flexibility to work different shifts, including on the weekends, holidays and nights.  
• Report to designated shift in assigned attire on time (if applicable) 

• Highly organized, anticipating needs and over delivering wherever possible. 
• Must be enthusiastic, passionate and possess a wicked sense of humor!  No wallflowers permitted!  

What qualities are we looking for? 

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

• 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 
• 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 
• High school or equivalent education required. 
• Bachelor’s degree preferred 
• 2-3 years of front office agent experience or similar customer service supervisor expereience 

• 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 in MS Word, Excel, PowerPoint