Guest Service Manager

The Hoxton; England; On-site; GBP 22,000 - 28,000; Full time

Benefits offered by this job

Competitive salary

28 days holidays

Pension and life insurance

Health cash plan

Employee wellbeing hotline

Retail & hospitality discounts

Free night at The Hoxton

Meal during shift

Training & development

Volunteer time off

Team events

Diversity & inclusion events

Annual free night

Job summary

The Hoxton in the United Kingdom is seeking an engaging Front Office lead to inspire our reception team. You will welcome guests, guide shifts, and ensure a seamless guest journey from check-in to check-out, while modelling our lively, guest-first culture.

You’ll coach teammates, optimise desk operations, and collaborate with other departments to deliver memorable experiences and effortless service every day.

Qualifications

• Hotel or leisure related experience in a similar role.
• Familiarity with Opera or similar front desk system and GDS would be advantageous.
• Individuals who thrive in a no-drama, energetic hospitality culture.
• Passion for hospitality and delivering memorable guest experiences.
• Ability to positively impact guests and colleagues and help create a memorable stay.

Responsibilities

• Lead and inspire reception team to deliver effortless Hoxton experiences from arrival to checkout.
• Model leadership, keep the team engaged, and empower colleagues to ask questions.
• Ensure correct rates, manage overbooking, and coordinate with the team to keep the house full and satisfied.
• Troubleshoot issues, keep operations smooth, and maintain a sharp, welcoming front-of-house presence.

Skills

Front desk experience

Opera/GDS familiarity

Guest service

Hospitality mindset

Team leadership

Positive attitude

Adaptable

Teamwork

Tools

Opera System

Job description

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.