Guest Service Manager

Company Description

The Hoxton, Downtown LA is in a neighborhood that has seen a major revival over the last few years, with some of the city’s best restaurants, shops and bars. The Hoxton, Downtown LA offers 174 rooms designed by Ennismore Design Studio, a ground floor restaurant with exciting culinary partners, along with The Hoxton’s first rooftop pool with restaurant and amazing views over Broadway, the historic commercial, theatre and cinema district and one of the oldest streets in the city.

Job Description

Job overview:

• We are looking for a GUEST SERVICE MANAGER to join our Front Office team at The Hoxton, Downtown LA. We are an ambitious company in need of someone who will take on the crucial role of supporting the success of our dynamic property and to support the management of the day to day front office operations.

What you'll do...

• Develop the front office team to deliver personal service that exceeds guest expectations.
• Create an environment of learning to ensure all members of the team are trained to understand and follow all standards of operation
• Ensure the accuracy of data in all systems and provides the necessary daily reports for all departments.
• Manage the daily overbooking levels and work collaboratively with all departments to ensure maximum occupancy.
• Use a wide range of coaching skills to ensure that the team are well motivated and informed of day to day activity.
• Monitor the performance of the team and give regular feedback through meetings and appraisal methods.
• Assist recruitment efforts for the Front Office team.
• Responsible for the control and management of the hotel retail, ensuring all orders are monitored, and all month-end figures are compiled and sent to Payroll/Accounts team.
• Oversee the inventory control of the guest breakfast program, ensuring all deliveries are logged, and prepared for the monthly inventory.
• To play an active role in projects that involve the development and evolution of the Front Office team.
• To assist the Director of Operations and General Manager to manage any changes in hotel procedures.
• Assist with statistical analysis of the Front Desk team.
• Responsible for the management of the Front Office schedule ensuring that all days are covered to meet business needs.
• Oversee Payroll for all Front Office team members.
• Ensure all members of the team follow rules, do their best and love their jobs.
• Play a key role in team development and training, both pre-opening and on an ongoing basis.
• 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.
• Oversee departmental scheduling, hiring, and performance management.
• Make sure The Hoxton, Downtown LA maintains 100% labor and legal compliance.

What we’re looking for…

• Preferably at least 2 years experience in Hotel Front Office operations, including managing a team.
• You’re an Opera wiz.
• You execute. You get things done.
• You are scarily organized.
• You're willing to be Fire Life Safety certified and keep a cool head if in stressful times.
• You have a keen eye for detail and love to share your notes and feedback as well as listen.
• You know how to crack the whip, but make people feel good at the same time.
• You’re a natural host and can make guests and team members feel at home in our hotel
• You have the ability to take over of issues, solve problems and make effective decisions.
• A balance between a methodical and process-driven approach and flexibility and creativity when it comes to meeting deadlines and finding solutions.
• 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.
• Ability to work positively and collaboratively to achieve the highest standards of delivery at work.
• Your humble and open to ideas. We leave our egos at the door and help get sh*t 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.

What’s in it for you…

• The opportunity to embark on an exciting career trajectory in a fast-growing environment
• The opportunity to be yourself and collaborate with other bright minds in a relaxed, innovative culture
• There’s opportunity to grow with an exciting business and be part of a team who are passionate about everything they do
• Receive a competitive package with opportunity for career development
• Excellent discounts across the entire Ennismore family for you and your nearest and dearest (even after you leave).

What’s next?

Successful applicants will meet with the team to discuss their experience within the hospitality and answer some technical questions regarding how a typical hospitality infrastructure operates. Further to this, the candidate will be expected to meet a member of the People team before a final decision is made.

The Company participates in E-Verify

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
• 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

Additional Information

All your information will be kept confidential according to EEO guidelines.