Guest Service Manager

FAIRMONT; City Of London; On-site; GBP 60,000 - 80,000; Full time

Job summary

A prominent hotel chain in London is seeking an experienced Guest Service Manager to lead their Front Office team. The role involves ensuring exceptional guest experiences, managing operations efficiently, and fostering a motivated team culture. Ideal candidates will have hotel experience and a passion for hospitality. The position offers competitive salary and extensive benefits.

Benefits

Competitive salary

28 days holidays

Health cash plan

Confidential support hotline

Retail and hospitality perks

Free night at The Hoxton

Free meals during shifts

Excellent discounts

Opportunities for progression

Training and development programs

Extra time off for volunteering

Regular team events

Enhanced family leave

Diversity and inclusion events

Qualifications

• Experience in a similar role required.
• Familiarity with front desk operating systems is a big advantage.
• Passion for guest experience and hospitality.

Responsibilities

• Lead the day-to-day Front Office operations.
• Inspire and support the reception team.
• Ensure effective management of room rates and bookings.
• Resolve issues promptly to provide smooth service.

Skills

Hotel or leisure related experience

Familiarity with Opera or similar systems

Passion for hospitality

Positive impact on interactions

Job description

Company Description

We are currently looking for an experiencedGuest Service Manager to join us at The Hoxton, Holborn

Holborn was the second Hox to join the fam, taking over a Grade II-listed building that was once the factory of George Kent, a famed maker of gadgets and instruments (among them a knife sharpener/cleaner now sitting in the Science Museum, no less). After Kent, BT moved in, and now this former telephone exchange is home to 230 bedrooms (expanding from the original 174) and the Apartment, plus our foodie hotspot Rondo and wine bar La Cave, all a stone’s throw from the capital’s most famous shopping and entertainment districts.

Job Description

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
• Making sure everything is running smoothly and looking sharp, working with the team to find solutions to any hick ups

Qualifications

What we’re looking for…

• Hotel or leisure related experience in a similar role
• 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 shit 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
• 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.