Front of House 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.

You don’t need x‑ray vision or the ability to fly—but superhuman people skills are a must. As Front of House Manager, you’re the face of the guest experience and a daily culture carrier. You lead our guest‑facing team to deliver Virgin’s signature service: warm, fun, and always flawless.

You’ll ensure every arrival, stay, and departure is seamless and personalised, support your team to be their best, and keep front‑of‑house operations running like a dream. At Virgin Hotels, nothing is ever “usual”—so be ready to roll up your sleeves, make magic happen, and have fun doing it.

We're on a mission to be the best place to work in hospitality, and we need you to help us get there.

What exactly you will be doing…

• Learn and retain complete knowledge of all front office procedures, policies, and systems.
• Champion the Virgin Hotels “Tone of Voice,” culture, and service standards—ensure the team brings them to life in every guest interaction.
• Lead a team of personable, genuine, and sharp individuals; hold them accountable to both performance and cultural standards.
• Use and teach front office systems (HMS/Infor, ALICE, etc.) with confidence and accuracy.
• Support the Rooms team across all roles as needed (GSA, Greeter, Bellman, Doorman, YES! Agent, Reservations Agent).
• Manage guest accounts: present folios, resolve disputes, and follow accounting procedures.
• Oversee time edits for the Rooms team and coordinate PTO requests with payroll.
• Manage The Know program, ensuring guest profiles are relevant and used to deliver personalised experiences.
• Ensure all guest questions and requests are completed and followed up on promptly and warmly.
• Lead all Front Office training—create weekly training topics and ensure all staff have strong hotel knowledge.
• Ensure teammates understand hotel services, room @types, layouts, promotions, and local area knowledge.
• Deliver a seamless guest journey from arrival to departure with warm, fun, and flawless service.
• Handle guest requests, complaints, and concerns professionally, efficiently, and with care.
• Oversee VIP and loyalty guests, anticipating needs and exceeding expectations.
• Monitor and act on guest feedback (surveys, online reviews, direct input) to improve service quality.
• Hire, train, coach, and develop a high-performing front of house team.
• Create staffing schedules, manage rotas, and oversee daily shift handovers.
• Host regular team meetings and maintain open, ongoing communication.
• Be visible and hands‑on, especially during peak hours and high‑traffic periods.
• Model excellence in service and behavior, setting the tone for your team.
• Continuously improve front office workflows and guest service procedures.
• Ensure accurate and efficient check‑in, check‑out, billing, and room assignment processes.
• Oversee guest databases and ensure seamless integration with systems across departments.
• Maintain a clean, organised, and on‑brand front‑of‑house presentation at all times.
• Monitor and act on key performance indicators: guest satisfaction, occupancy, upsell revenue, and team performance.
• Manage costs across front office operations—staffing, amenities, supplies, etc.
• Assist in forecasting, budgeting, and performance reporting as needed.
• Liaise with Housekeeping, F&B, Engineering, Security, Reservations, and others to ensure smooth guest experiences.
• Clearly communicate VIPs, group bookings, packages, and events to the team in advance.
• Ensure compliance with all legal, health, safety, hygiene, and licensing standards.
• Uphold and enforce all Virgin Hotels brand standards, appearance, service protocols, and uniform expectations.

• Minimum of two‑three years of Front Office Management experience in a luxury or lifestyle hotel environment.
• Ability to compute accurate mathematical calculations.
• Ability to clearly and pleasantly communicate in English with guests, management/ co‑workers, both in person…