Guest Service Manager - The Hoxton, Amsterdam

The Hoxton; Amsterdam; On-site; EUR 42,000 - 64,000; Full time

Benefits offered by this job

Competitive salary

25 days holiday and pension

Free night stay at The Hoxton

Job summary

The Hoxton, Amsterdam is seeking an experienced Guest Service Manager to lead our Front Office team and deliver exceptional, personable hospitality. Reporting to the Front Office Manager, you will ensure guests feel valued from arrival to checkout, creating memorable experiences.

You will supervise receptionists, optimize rate integrity, and handle overbooking with care, maintaining a smooth, welcoming, and buzzing hotel atmosphere that reflects The Hoxton’s signature style.

Qualifications

• Hotel or leisure experience in a similar role.
• Familiar with Opera or similar front desk operating system is a big advantage.
• Understanding of GDS a plus.

Responsibilities

• Lead day-to-day Front Office operations (AM/PM shifts) to create a memorable guest experience.
• Guide and motivate receptionists, empowering the team to deliver top experiences.
• Support correct rate usage, manage overbooking levels, and maintain a full, happy house.
• Ensure smooth operations and quick problem-solving on the floor.

Skills

Hospitality passion

Guest service mindset

Team leadership

Problem solving

Flexible / adaptable

Customer-centric

Communication skills

Hotel/leisure experience

Tools

Opera PMS

GDS

Job description

Company Description

We are looking for an experienced Guest Service Manager to join us at The Hoxton, Amsterdam. Reporting to our Front Office Manager you will be responsible to provide a naturally friendly, helpful, and responsive level of service to all our guests, ensuring they are treated as individuals and will want to return.

Company Description

We are looking for an experienced Guest Service Manager to join us at The Hoxton, Amsterdam. Reporting to our Front Office Manager you will be responsible to provide a naturally friendly, helpful, and responsive level of service to all our guests, ensuring they are treated as individuals and will want to return.

Once the Mayor’s home, now our home, on Amsterdam’s Herengracht canal. The Hoxton, Amsterdam houses 111 rooms, The Apartment, our meetings & events concept, and our all-day restaurant & bar, Lotti’s.

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.

What’s In It For You…

• Become part of a team that’s very passionate about creating great hospitality experiences.
• Competitive salary.
• 25 days holiday (plus bank holidays) and pension.
• Food on us during your shift.
• Enjoy a free night at The Hoxton and a meal for two when you first start with us.
• 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.
• It’s ok not to be ok, we offer access to OpenUp, a trusted platform for professional support and a network of mental health first aiders.
• 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.

Job Description

What You’ll Do…

• Support the running of our day to day Front Office (AM and PM shifts), 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...

• 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.
• 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.