Assistant Front Office Manager

The Hoxton; Greater London; On-site; GBP 36,000 - 48,000; Full time

Benefits offered by this job

Health insurance

Pension

Discretionary bonus scheme

Life insurance

Health cash plan

Free night at The Hoxton

Meal for two on start

Employee discounts across Ennismore

Free night annually

Training and development programs

Volunteer time off

Team events and parties

Enhanced family leave

Diversity and inclusion events

Job summary

The Hoxton, Southwark is seeking an Assistant Front Office Manager to lead our front desk team and ensure a memorable guest experience from arrival to checkout. You will coach receptionists, set service standards, and work with Duty Managers to optimise occupancy and rates.

We value lively, guest-focused hospitality, with opportunities for progression, training, and team events in a vibrant London setting just steps from the South Bank.

Qualifications

• Great guest experience is essential.
• Experience in a Duty Manager or Assistant Front Office Manager role is advantageous but not required.
• Strong coaching and team development capabilities.
• Ability to handle diverse guest requests effectively.

Responsibilities

• Support the running of day-to-day Front Office operations and lead receptionists to deliver a memorable guest experience.
• Coach and develop the team, setting standards and empowering staff.
• Assist in setting selling strategies and maximise occupancy in collaboration with Duty Managers and other Hoxton teams.
• Cover Front Office Manager duties when needed.
• Assist with rate integrity, overbooking management, and ensuring a full and happy house.
• Maintain smooth operations and proactive problem solving with the team.
• Collaborate across departments and with Hoxton teams on budgets and relationships.

Skills

Guest experience

Team development

Front office leadership

Communication skills

Tools

Opera PMS

GDS

Job description

Company Description

We are looking for an AssistantFront Office Manager to be part of our team for The Hoxton, Southwark.

The Hoxton, Southwark is only a skip & a hop away from the South Bank. There is something for everyone: 192 rooms, a bustling ground-floor restaurant, bar and terrace, The Apartment (our unique meeting & events space, a stunning roof-top restaurant and bar with indoor and outdoor seating PLUS our coworking space spread over six floors.

Job Description

• Support the running of our day to day Front Office, leading and inspiring our receptionists to create a memorable, effortless Hox experience for our guests - from when they arrive, over the course of their stay and until they get their bill and head off again
• Be the eyes and ears for the Front Office by leading by example; coaching and developing the team to make them feel empowered and supported, confident in providing top experiences for our guests and comfortable turning to you with questions.
• Supporting the Duty Managers and working closely with the Hoxton teams in setting selling strategies and ensuring maximum occupancy.
• Supporting and deputising for the Front Office Manager in Head of Department tasks, particularly during their absence
• Contribute to our success as a business, by making sure the right rates are being used, managing overbooking levels and working with the team to make sure we have a full and happy house
• Making sure everything is running smoothly and looking sharp, working with the team to find solutions to any hick-ups
• And everything else in between from compliance to departmental budgeting to relationship building with the wider heads of department and Hoxton teams.

Qualifications

• Most important is that you know how to provide a great and memorable guest experience - whether it's for someone staying with us or just stepping in for a drink or a bite to eat.
• Previous experience in hospitality in a Duty Manager or Assistant Front Office Manager role is an advantage but not a must.
• Passionate about team development and a demonstrated experience in coaching and developing your team.
• You've got plenty of experience dealing with different types of requests successfully.
• If you're familiar with Opera or similar front desk operating system and understand GDS that would be a big advantage
• 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 stuff 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.

Additional Information

• Competitive salary
• 28 days holiday (including bank holidays), pension, eligibility to take part in the company discretionary bonus scheme and life insurance.
• A health cash plan to claim money back and get access to lots of ways to support your physical & mental wellbeing.
• It's ok not to be Ok, we have a confidential hotline for any support you require about anything and a network of mental health first aiders.
• Treat yourself once in a while with lots of retail & hospitality perks through our partners.
• Enjoy a free night at The Hoxton and a meal for two when you first start with us.
• Goes without saying, but we’ll feed you during your shift.
• Excellent discounts across the Ennismore family for you and your nearest and dearest (even if you decide to leave us!)
• Free night at The Hoxton every year and something a little extra £££ when you hit the big milestones!
• Lots of opportunity to progress and switch it up as part of a global family of brands.
• Training to get you settled into your role, learning academies to broaden your skillset and development that helps you think, make and thrive at work.
• Extra time off to volunteer with one of our partner charities.
• Regular team get togethers, from our team drinks to our (pretty special!) bi-annual parties - we know how to have a good time!
• Enhanced family leave for when you're expanding your family.
• An annual diversity and inclusion calendar of events creating opportunities for you to learn, celebrate and make a positive impact.