Overnight Guest Service Manager

Company Description

The Hoxton, Downtown LA is nestled in LA's Downtown on buzzing Broadway. Once the LA Railway Authority, then a candy shop, this property has an LA history that'll charm your socks off. You'll find 174 rooms, a rooftop Peruvian-inspired restaurant by Top Chef Stephanie Izard, Cabra (a sibling to Cabra at The Hoxton, Chicago); our all-day lobby restaurant Moonlarks; plus a rooftop pool and loads of outdoor seating to enjoy that LA weather.

Job Description

We are looking for an Overnight Guest Services Manager (Assistant Manager) to join our team at The Hoxton, Downtown LA. The role is based within the property and reports directly to the Front Office Manager and work closely with the Director of Rooms and General Manager.

What you’ll do….

• Assist in developing the front office team to deliver personal service that exceeds guest expectations.
• Support 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.
• Support realistic objectives for the team to ensure maximum occupancy and 100% guest satisfaction levels.
• Monitor the performance of the team and give regular feedback through meetings and appraisal methods.
• Support recruitment efforts for the Front Office team.
• Monitor costs related to the front office department to agreed budgets and inventory levels.
• Oversee the guest breakfast program, ensuring all orders are logged, posted, and communicated for accuracy in delivery.
• Responsible for the management of the night team ensuring that all night audit procedures are monitored, and figures and supporting documents are given to the Finance team.
• To play an active role in projects that involve the development and evolution of the Front Office team.
• To assist Front Office Management to manage any changes in hotel procedures.
• Assist with statistical analysis of the Front Desk team.
• Support the management of the Front Office schedule ensuring that all days are covered to meet business needs.
• Ensure all members of the team follow rules, do their best and love their jobs.
• Play a key role in team development and training, on an ongoing basis.
• You’ll be hands-on and willing to regularly work independently and cover the overnight desk.
• Contribute to departmental scheduling, hiring, and performance management.
• Ensure overnight Front Office team maintains 100% labor and legal compliance.

What’s in it for you…

• Become part of a team that’s very passionate about creating great hospitality experiences.
• Competitive salary.
• 22 days of paid time off and holidays plus a comprehensive insurance benefits package.
• Food on us during your shift.
• Enjoy a free night at The Hoxton 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. 
• 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.
• 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.

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 an elevator 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 
• Previous experience in a similar role
• Must be able to work independently overnight with minimal oversight.
• An eagle-eye for detail, you can spot a slip in standards from a mile away
• A natural people person who people like working with. You make those around feel good at their jobs and comfortable coming to you with questions. You're great at motivating others to keep to your own high standards of service

Additional Information

The Hoxton, Downtown LA is an equal opportunity employer. All applicants will be considered for employment without attention to race, color, religion, sex, sexual orientation, gender identity, national origin, veteran or disability status.  True Facts.

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