Guest Services Manager

Company Description

We’re looking for a Guest Services Manager to join our team at The Hoxton, Poblenou!

The Hoxton Poblenou in the city of Barcelona is our 11th Hoxton. The hotel boasts 240 bedrooms of different sizes, a large restaurant Four Corners with The Slice shop and La Bodega, a rooftop pool and our taqueria Tope, a bright and airy lobby, a multi-functional basement events space and The Apartment (our unique meetings & events concept).

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.

Reporting to the Front Office Manager, you will be responsible for leading day to day hotel operations and make sure our guest experience never flags. Being our Guest Services Manager is a great step if you’re keen to develop and grow with us – whether you’re currently in hospitality or not.

What's in it for you...

• Become part of a team that’s very passionate about creating great hospitality experiences.
• A competitive salary and plenty of opportunity for development.
• 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.
• 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.
• 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!

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.
• You’ll be hands-on and willing to regularly work both front and back of house, maintaining lobby and public area presence, spending time with guests and team members alike.
• To assist the Director of Operations and General Manager to manage any changes in hotel procedures around health and safety compliance.
• You’ll be hands-on and willing to regularly work both front and back of house, maintaining lobby and public area presence, spending time with guests and team members alike.
• Act as Manager on duty, making sure everything is running smoothly and looking sharp , 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.
• Hotel or leisure related experience as Duty Manager or similar role.
• Be fluent in Spanish and English, Catalan will by highly valuable as other additional languages.
• If you’re familiar with Opera cloud or similar front desk operating system and understand GDS that would be a big advantage.

Additional Information

Sus datos serán tratados por The Hoxton, Poblenou (Middlebury Invest, S.L.) para posibilitar su participación en nuestro proceso de selección. Puede solicitar información adicional acerca del referido tratamiento o sobre el ejercicio de sus derechos, entre otros, de acceso, rectificación, supresión, oposición o portabilidad dirigiéndose a: The Hoxton, Poblenou, Avda. Diagonal, 205. 08018 Barcelona o a data@ennismore.com.