Guest Service Manager

The Hoxton; City of Edinburgh; On-site; GBP 28,000 - 36,000; Full time

Benefits offered by this job

29 days holiday including bank hols

Pension and life insurance

Food on shift

Training and development

Volunteer days

Team events & celebrations

Discounts across The Hoxton

Job summary

The Hoxton Edinburgh is seeking a calm, quick-thinking Guest Service Manager to be the go-to person for guests and the team. Reporting to the Front Office Manager, you’ll deliver a naturally friendly, responsive level of service that makes guests feel valued and eager to return.

You’ll lead the day-to-day front office operations, inspire reception staff, and collaborate with the team to optimise rates and occupancy while maintaining a sharp, welcoming environment across our Edinburgh property.

Qualifications

• Experience delivering hospitality at a guest-facing front desk.
• Proven ability to lead and motivate a team in a fast-paced environment.
• Knowledge of hotel front desk systems (Opera Cloud or equivalent).

Responsibilities

• Support day-to-day front office operations and lead receptionists to create a seamless guest experience.
• Lead by example, keeping the team engaged, empowered and ready to help guests.
• Ensure correct rate usage, manage overbooking levels, and maximise occupancy.
• Act as the on-duty manager and primary point of contact for guests and staff.

Skills

Guest service

Team leadership

Front desk operations

Opera Cloud familiarity

Customer experience

Job description

Company Description

We’re looking for a calm and quick-thinking Guest Service Manager who cares and about the details and is the go-to person at The Hoxton, Edinburgh for our guests and team.

Reporting to the Front Office Manager, you’ll be responsible for providing a naturally friendly, helpful and responsive level of service to all our guests, ensuring they are treated as individuals and will want to return.

We’ve opened our doors in Edinburgh’s charming West End - our very first Hox in Scotland. Set across 11 beautiful Georgian townhouses, we’re home to 214 bedrooms, a lively open lobby and bar, an all-day Italian trattoria Patatino, a retro-inspired cinema, a flexible and super-size event space called The Get Together, and The Apartment – our unique signature spot for meetings, private dinners and memorable gatherings.

More About Us…

The Hoxton is a series of open-house hotels, each in a neighbourhood that we love. Ever since we opened our first hotel in Shoreditch, we’ve never just been about offering a bed for the night. We want to be more than that: proving style doesn’t need to be sacrificed for good value and providing a place where guests can hang out alongside the locals and submerse themselves in the neighbourhood with vibrant, welcoming public spaces.

Job Description

What's in it for you...

• Become part of a team that’s very passionate about creating great hospitality experiences.
• Competitive salary.
• 29 days holiday (including bank holidays), pension and life insurance.
• Food on us during your shift.
• 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.
• Hox Hero and Nifty Fifty, our rewards for going the extra mile and living our values.
• 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.
• Join an innovative, fast-growing, international group that is shaking things up on the hospitality scene.
• Excellent discounts across The Hoxton and the global Ennismore family.

What You’ll Do…

• 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.
• Lead your team by example, keeping them involved and motivated; help them feel empowered and supported, confident in providing top experiences for our guests and comfortable turning to you with questions.
• 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.
• Make sure everything is running smoothly and looking sharp, being our guests and teams main contact person and manager on duty, working with the team to find solutions to any hick ups.

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.
• If you’re familiar with Opera Cloud or similar front desk operating system would be a big advantage.
• A natural at leading and managing others, you lead by example and create an environment where your team can be their best self.
• You’re all about having a positive impact on the people you interact with, leaving them with a memorable experience.