Job Description
What's in it for you...
* Become part of a team that’s very passionate about creating great hospitality experiences.
* Competitive salary.
* 29 days holiday (including bank holidays), pension and life insurance.
* 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.
* 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.
What you’ll do…
* Be the go-to for individual room reservations across phone, email, booking channels, and our website and respond with warmth that reflects our brand.
* Know our rooms, availability, promotions, and hotel policies inside out so you can guide guests with confidence so that our guests’ expectations are not only met but exceeded.
* Check bookings before arrival to make sure everything, from payments to special requests, is spot on.
* Handle payments and documentation correctly, including advance purchase bookings.
* Introduce guests to everything the hotel offers, from room upgrades and Houses to packages, F&B experiences, and add-ons.
* Support revenue strategy by identifying opportunities to increase conversion and average spend.
* Drive direct bookings and help grow our direct share while hitting targets and keep OTA bookings accurate and rates consistent.
* Work closely with Front Office, Housekeeping, Sales, and Revenue teams to ensure smooth arrivals and seamless stays.
* Assist corporate bookers, agents, and travel partners professionally and with care.
* Make sure rooming lists, billing instructions, preferences, and special requests are always up to date.
* Shine a spotlight on our Houses, highlighting their unique features to guests.
* Pitch in to support wider hotel operations whenever required.
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.
* Previous experience in hotel reservations is preferred but not mandatory – it’s all about how you contribute to the team!
* You’re great with computers and on the phone.
* Passion for exceeding guest’s expectations.
* Flexibility to support operations or front desk during busy or unexpected moments.
* Excellent organisational and communication skills with a high level of accuracy.
* Ability to work independently, prioritise work and ask for clarification when needed.
* Curious, adaptable and open to new approaches.
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