Guest Service Manager

About The Hoxton, Shoreditch

The Hoxton in Shoreditch is the origin of our unique approach to hospitality, transforming a former car park into a vibrant destination featuring 210 rooms, The Apartment meeting and events concept, and an open lobby with café and restaurant buzzing with Shoreditch's energy.

Role Overview

As Guest Service Manager, you will oversee the daily operations of our Front Office, guiding and motivating reception staff to deliver an outstanding and seamless experience from guest arrival through to departure.

Key Responsibilities

• Manage daily front desk operations while inspiring and supporting the reception team to create memorable guest experiences throughout their stay.
• Lead by example, fostering a motivated, empowered environment where team members feel confident and supported.
• Contribute to business success by ensuring accurate rate application, managing overbooking risks, and optimizing occupancy and guest satisfaction.
• Ensure smooth operations and polished presentation by working collaboratively with the team to proactively solve any issues.

Candidate Profile

• Experience in hotel or leisure sectors in a comparable position.
• Familiarity with Opera or similar front desk systems, plus knowledge of GDS is highly desirable.
• A genuine passion for hospitality across all aspects including beverage, dining, events, and accommodations.
• A positive attitude focused on creating memorable interactions and experiences.
• Team-oriented approach with no ego; eager to embrace new methods and ideas.
• Enjoys an engaging, fun work dynamic and building meaningful team relationships.

Additional Perks and Benefits

• Competitive salary package.
• 28 days of paid holiday including bank holidays, with pension and life insurance coverage.
• Health cash plan for physical and mental wellbeing support.
• Confidential mental health support hotline and access to a network of mental health first aiders.
• Exclusive retail and hospitality discounts through partner programs.
• A complimentary night's stay and a meal for two upon joining.
• Meals provided during shifts.
• Generous discounts across the Ennismore group for employees and their families, even post-employment.
• Annual free night stay and additional bonuses upon significant milestones.
• Extensive opportunities for career progression and skill development within a global brand family.
• Comprehensive induction training, learning academies, and ongoing personal development support.
• Time off to volunteer with designated partner charities.
• Regular team social events and celebrations, including bi-annual parties.
• Enhanced family leave options.
• Active diversity and inclusion initiatives with an annual calendar of events promoting learning and positive impact.