Front Office Manager

Accor; Hamburg; On-site; EUR 48,000 - 72,000; Full time

Benefits offered by this job

Free night at The Hoxton

Meal for two on start

Shift meal provided

Staff training & development

Volunteer time off

Employee discounts

Job summary

The Hoxton, Hamburg is seeking a Front Office Manager to lead our front desk team and ensure guests feel special from check-in to check-out. You will manage shifts, uphold service standards, and coordinate with Housekeeping, Maintenance and F&B to deliver seamless experiences.

We value hospitality passion, team leadership, and a hands-on approach to operational excellence, with chances to influence guest journeys across a fast-growing international group.

Qualifications

• Proven experience leading front office operations in a hotel.
• Strong guest service focus with ability to personalise guest experiences.
• Track record of team development and performance coaching.
• Willingness to work flexible shifts including nights and weekends.
• Familiarity with property management systems such as Micros Fidelio Opera.

Responsibilities

• Ensure guests are welcomed as individuals and encouraged to return.
• Lead a high-energy front office team, set goals, and develop staff.
• Manage departmental costs and keep expenses within budget.
• Train and uphold hotel SOPs; identify process improvements.
• Maintain strong relationships with front office, housekeeping, maintenance and F&B.
• Be proficient in health and safety procedures and crisis response.
• Assist sales and events with site inspections and hotel facilities.

Skills

Front office management

Hospitality mindset

Leadership

Flexible shifts

Customer service

Tools

Micros Fidelio Opera

Job description

The Hoxton’s second hotel in Germany is set to open in Hamburg, a city of stunning architecture criss-crossed by hundreds of canals and home to parks, cultural venues and a bustling gastronomic scene. Set as part of the exciting Alter Wall redevelopment project, The Hoxton, Hamburg will feature 188 bedrooms of varying sizes, a large lobby bar and ground floor restaurant, a beautiful rooftop restaurant and The Apartment - The Hoxton’s signature meeting and event space.

We are looking for aFront Office Managerto join our team at The Hoxton,Hamburg.

Job Description

What you’ll do…

• You will ensure all our guests feel they are treated as individuals and will want to return.
• Lead and manage a team of high-energy people who love our guests, by setting and monitoring goals, empowering, and developing them, and creating an environment where people can be themselves.
• Management of departmental costs and ensure that all expenses are kept in line with budget guidelines.
• Ensure that all hotel standard operating procedures are trained and adhered to, also pro-actively identifying opportunities to improve and enhance processes and procedures.
• Ensure a good relationship is maintained between front office, housekeeping, maintenance and F&B.
• To be fully aware, and competent in, all health and safety procedures and policies.
• To be a member of the hotel crisis and fire teams and to be fully conversant in all related procedures.
• Achieve and maintain the highest possible levels of customer service to both external and internal customers, forging long-term relationships with suppliers and contractors.
• Assist the sales and events team with site inspections and be confident on the hotel facilities.

Qualifications

What we’re looking for…

• Individuals. You’re looking for a place where you can be you; no clones in suits here.
• Passion for hospitality – whether that’s a drink, a meal, an event or a bed for the night.
• You’re all about having a positive impact on the people you interact with, leaving them with a memorable experience.
• You’re not precious. We leave our egos at the door and help get things done.
• You’re up for doing things differently and trying (almost) everything once.
• If we got stuck in a lift together, we’d have a good time and share a few laughs.
• You want to be part of a team that works hard, supports each other, and has fun along the way.
• You have experience in a similar role, or as an Assistant looking for further development with a demonstrable track record of excelling in front office operations and procedures.
• You have experience of Micros Fidelio Opera or a similar property management system.
• You have experience of monitoring and implementing health & safety procedures.
• You will be required to work flexible shift patterns which will include days and nights, weekdays, and weekends to support the duty management team, as and when required.
• A natural at leading and managing others, you lead by example and create an environment where your team can be their best self.

Additional Information

What's in it for you...

• Join an innovative, fast-growing, international group that is shaking things up on the hospitality scene.
• Become part of a team that’s very passionate about creating great hospitality experiences and building a portfolio of brands.
• The chance to challenge the norm and work in an environment that is both creative and rewarding.
• Plenty of opportunity for development.
• Food on us during your shift.
• Enjoy a free night at The Hoxton and a meal for two when you first start with us.
• Training to get you settled into your role with ongoing development that helps you think, make and thrive to set you up for success at work.
• Time off to volunteer with one of our partner charities.
• An annual diversity and inclusion calendar of events creating opportunities for you to learn, celebrate and make a positive impact.
• Regular team get togethers, from our High Fives to our (pretty special!) team parties – we know how to have a good time!
• The chance to challenge the norm and work in an environment that is both creative and rewarding.
• Excellent discounts across The Hoxton and the global Ennismore family.