Front Office Manager

The Hoxton; Greater London; On-site; GBP 35,000 - 48,000; Full time

Benefits offered by this job

Competitive salary

28 days holidays

Health cash plan

Free night at The Hoxton

Employee discounts

Training and development

Volunteer time off

Team events

Enhanced family leave

Diversity and inclusion events

Job summary

The Hoxton, Southwark is seeking a Front Office Manager to lead our guest-facing team in delivering memorable stays in London. You’ll develop the front desk team, coach colleagues, and coordinate with other departments to maximise occupancy and guest satisfaction.

Special emphasis on guest experience and seamless service; Micros Fidelio Opera experience is a plus. We offer a vibrant, global brand with growth opportunities.

Qualifications

• Proven track record in hospitality management and guest service excellence.
• Strong coaching and development skills for frontline teams.
• Experience delivering memorable guest experiences and handling diverse requests.
• Ability to lead by example and empower colleagues to provide top-tier service.
• Familiarity with property management systems, ideally Micros Fidelio Opera.

Responsibilities

• Create a memorable guest experience and drive guest satisfaction.
• Lead, coach and develop the Front Office team and assist the Duty Managers.
• Collaborate with Hoxton teams to set selling strategies and optimize occupancy.
• Handle compliance, budgeting, and interdepartmental relationships.

Skills

Guest experience

Team development

Coaching

People management

Customer service

Tools

Micros Fidelio Opera

Job description

Company Description

We are looking for a Front 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

What you’ll do…

• Creating a memorable guest experience for our guests that will leave them wanting to return for more.
• Be the eyes and ears for the Front Office by leading by example and coaching and developing them to 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.
• And everything else in between from compliance to departmental budgeting to relationship building with the wider heads of department and Hoxton team’s.

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 an 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.
• Experience with using Micros Fidelio Opera or a similar property management system.
• 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

What’s in it for you…

• Competitive salary
• Up to 28 days holidays (inclusive of bank holidays), pension, 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.