Guest Service Manager

The Hoxton; Greater London; On-site; GBP 40,000 - 55,000; Full time

Benefits offered by this job

Competitive salary

28 days holidays

Pension

Life insurance

Health plan

Free night at The Hoxton

Team events

Job summary

The Hoxton, Southwark is seeking an experienced Guest Service Manager to oversee the Front Office team and ensure a memorable stay for guests in London. You will lead by example, inspire receptionists, and drive smooth operations from check-in to check-out.

Ideal candidates bring hotel or leisure experience, familiarity with Opera PMS, and a passion for hospitality. Join a vibrant team that values collaboration, fun, and exceptional guest service.

Qualifications

• Hotel or leisure related experience in a similar role.
• Familiar with Opera or similar front desk operating system and GDS knowledge is a plus.
• Positive attitude with a focus on guest experience.

Responsibilities

• Support the running of day-to-day Front Office operations and lead receptionists to deliver seamless guest experiences.
• Set a high standard of service, empowering the team to provide memorable experiences.
• Ensure correct rates, manage overbooking levels, and maximize occupancy and guest satisfaction.
• Collaborate with team to resolve issues quickly and maintain smooth operations.

Skills

Hospitality

Customer service

Team leadership

Tools

Opera PMS

Job description

Company Description

We are currently looking for an experienced Guest Service Manager to join us at The Hoxton, Southwark.

The Hoxton, Southwark, the third Hoxton in our hometown of London. This London borough is known for its colourful history. Right here is where famous London pub The Prince Albert once stood. Patrons would bet on sport from their barstool, handing fistfuls of cash to the pub’s very own licensed bookie! We have 192 bedrooms, 2 restaurants- Albie & Seabird and our first Working From_ location not just in London but Europe! Albie is our all-day neighbourhood dining spot, drawing inspiration from the French and Italian Riviera. Seabird is our rooftop restaurant on the 14th floor, boasting an impressive raw bar, London’s longest oyster list and panoramic views of the city.

Seabird: Enjoy panoramic views in the heart of Southwark. Featuring an array of sea-to-table offerings with Portuguese and Spanish influences.

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.