Front Office & Guest Experience Director

Virgin Hotels; New York (NY); On-site; USD 110,000 - 170,000; Full time

Job summary

Virgin Hotels is seeking a Director of Experience in New York, NY to lead the Front Office team and elevate the guest journey. You will champion the Virgin tone of voice, foster a culture of exceptional service, and ensure seamless check-in/check-out while delivering personalized guest experiences.

The role requires strategic leadership, staff development, and close collaboration with hotel management to create a memorable guest experience every day.

Qualifications

• Minimum of three years of Front Office Management experience.
• Ability to communicate clearly in English with guests and staff.
• Proficient computer skills; HMS experience preferred.
• Associate or Bachelor's degree required.

Responsibilities

• Lead a Front Office team to deliver exceptional guest experiences within financial guidelines.
• Uphold Virgin Hotels' Tone of Voice, culture, and service standards.
• Oversee check-in/check-out processes and guest accounts with accuracy.
• Coach and develop staff; manage daily reports and banking procedures.

Skills

Front Office Management

Staff Leadership

Guest Service Excellence

English Proficiency

HMS Knowledge

Education

Associate or Bachelor’s degree

Tools

HMS

Job description

Virgin Hotels is seeking a Director of Experience in New York, NY to lead the Front Office team and elevate the guest journey. You will champion the Virgin tone of voice, foster a culture of exceptional service, and ensure seamless check-in/check-out while delivering personalized guest experiences.

The role requires strategic leadership, staff development, and close collaboration with hotel management to create a memorable guest experience every day.