Manager (Overnight)

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. 

Your Mission

Should you decide to accept it…

 You don’t need to have x-ray vision or know how to fly, but you do need superhuman people skills to be successful in this role. 

 Virgin businesses, starting with our illustrious founder, Sir Richard, are a roll up your sleeve’s 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 Overnight Manager / MOD will be a culture carrier, working nightly to ensure all Virgin Hotels teammates and guests have a great experience 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 must be willing to have fun doing it.  We want the Virgin Hotels Dallas to be considered one of the best places to work in the hospitality industry and we need an Overnight Manager / MOD 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.  We enthusiastically use our talents to sell our experience to our guests.  We greet each and every guest with an authentic and warm approach.  We ensure that we are fully informed of hotel & city events to be a source of information for our guests.  We also use 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, departments, managers, vendors and guests.  Most of all, we want you to have FUN since you play a huge role in creating that memorable guest experience for your teammates, customers (external and internal), vendors, etc.! 

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 manager not listed below in the constant quest to provide “out of this world” customer service experience for our guests: 

• Perform security walks according to the security MOD report and secure all doors 
• Support Front Desk in addressing noise complaints, guest’s requests and guest complaints
• Be knowledgeable of and ensure staff adhere to all security SOPs
• Be knowledgeable of all hotel procedures and standards
• Responsible for the safety and security of all guests and staff during overnight hours

 Learn and retain complete knowledge of front office, Night Audit, Housekeeping, Engineering, F&B, KNOW program procedures and comply with all policies and procedures. 

• Assist Front desk and Accounting in completing night audit tasks and reports 
• Be the champion of maintaining the Virgin “Tone of Voice,” culture & level of standards.  Teach the team to also embody the TOV in all guest interactions. 
• Cultivate a team of personable, genuine, and sharp individuals.  Hold members accountable to operating standards and the Virgin culture. 

·     Ensure overnight staff always has complete knowledge of the following:

1. Hotel features/services, hours of operation. 
2. All room types, numbers, layout, décor, appointments & location. 
3. All room rates, special packages, and promotions. 
4. Daily house count and expected arrivals/departures. 
5. Room availability status for any given day. 
6. Scheduled daily group activities
7. Group Resumes
8. Luxury program and VIP arrivals. 

 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, Alice, Voxer, Agilisys, OpenTable, Resy, Salto etc.). 

 Assist Rooms team by providing support in the various positions:  GSA, Greeter, Bellman, Doorman, Concierge, YES! Agent and Reservations 

• Process guest accounts by presenting folios to guests when requested, resolving any disputed charges & settling accounts by following accounting procedures. 
• Ensure staff adhere to the following cashiering procedures: 
• 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 
• Maintain a clean, hygienic, and organized work environment. Set up workstation with necessary supplies. 
• 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. 
• Work well on a team or independently while being accountable for work performed. 
• Take, record and relay messages accurately, completely and legibly.  
• Ensure Rooms team are completing job specific checklists daily and thoroughly for their respective positions. 
• Adhere to security procedures to ensure our guest’s safety. 
• Be a team player.
• 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 got skills?  If you can perform the following, then you have come to the right place… 

• High school or equivalent education required.  
• Minimum of two years of Front Office supervisory experience in full-service properties. 
• Ability to compute accurate mathematical calculations. 
• Knowledge of Microsoft office, including Excel.
• Ability to communicate in English clearly and pleasantly with guests, management/co-workers, vendors both in person, via emails and on the telephone.  
• Proficient computer knowledge.  
• Knowledge of legal aspects of the business as you will be responsible for sensitive legal documentation such as work-related injuries, dealing with complaints, problem-solving, disturbances, special requests and any other issues that may arise.
• Current, legal, and unrestricted ability to work in the United States