Night Audit & Guest Experience Lead

Virgin-Hotels-Central-Services-LL; New York (NY); On-site; USD 55,000 - 75,000; Full time

Job summary

Virgin Hotels in New York, NY is seeking an overnight front office supervisor to deliver exceptional guest service during the night shift. You will manage check-ins/outs, assist with room service, and ensure accurate night audit processes and reporting.

Ideal candidates have 2–3 years in front office or supervisor roles, strong English communication, and a passion for thoughtful hospitality. The role requires flexibility for nights and weekends and a professional, polished appearance.

Qualifications

• Current, legal and unrestricted ability to work in the United States.
• High school or equivalent education required.
• 2-3 years of front office agent experience or similar customer service supervisor experience.
• Ability to compute accurate mathematical calculations.
• Ability to clearly and pleasantly communicate in English with guests and staff.
• Proficient in MS Word, Excel, PowerPoint.

Responsibilities

• Learn and retain complete knowledge of front office procedures and policies.
• Maintain the Virgin Tone of Voice and service standards.
• Know hotel features, rates, availability and events.
• Interact with guests with excellent communication and courtesy.
• Learn front office systems (HMS, Guestware, GoConcierge).
• Assist with check-in/check-out and YES! department tasks.
• Process guest accounts, settle charges and follow accounting procedures.
• Adhere to cashiering procedures and secure bank.
• Ensure safety and security procedures are understood by overnight staff.
• Be the point of contact for the hotel overnight shift and handle crises.
• Maintain a clean, organized workstation and professional appearance.

Skills

Think outside the box

Anticipate needs

Customer relations

Communication

Team player

English proficiency

Problem solving

Attention to detail

Education

High school diploma or equivalent

Tools

MS Word

Excel

PowerPoint

Job description

Virgin Hotels in New York, NY is seeking an overnight front office supervisor to deliver exceptional guest service during the night shift. You will manage check-ins/outs, assist with room service, and ensure accurate night audit processes and reporting.

Ideal candidates have 2–3 years in front office or supervisor roles, strong English communication, and a passion for thoughtful hospitality. The role requires flexibility for nights and weekends and a professional, polished appearance.