Job Description
We're looking for a Front Office Manager to lead our Front Office team and keep first impressions unforgettable at The Hoxton, Edinburgh. Reporting to the Director of Rooms, you’ll be responsible for the overall management of the Front of House team ensuring every guest experience feels easy and personal, providing a naturally friendly, helpful, and responsive level of service for our guests.
What You’ll Do
* You’ll ensure all our guests feel they are treated as individuals and leaves already planning their next stay.
* Lead and manage a team of high-energy people who love our guests, by setting and monitoring goals, empowering, and developing them, and creating an environment where people can be themselves. This includes reception, nights, public area and guest service management teams.
* Own the vibe at the front desk, ensuring it feels alive, welcoming and reflective of The Hox at all times.
* Manage departmental costs and ensure that all expenses are kept in line with budget guidelines.
* Ensure that all hotel standard operating procedures are trained and adhered to, also proactively identifying opportunities to improve and enhance processes and procedures.
* Ensure a good relationship is maintained between front office, housekeeping, maintenance and F&B.
* Be fully aware and competent in all health & safety procedures and policies.
* Be a member of the hotel crisis and fire teams and be fully conversant in all related procedures.
* Achieve and maintain the highest level of service to both guests and your team, while building solid relationships with suppliers, partners and contractors.
* Assist the sales and events team with site inspections and be confident on the hotel facilities and everything we have to offer.
* Handle guest feedback, turning tricky moments into great recoveries and learning opportunities for the team.
* Keep a close eye on performance metrics (guest feedback, upsell, check-in/out efficiency) and use them to drive improvements.
What We’re Looking For
* Individuals who are authentic and not "clones in suits".
* Passion for hospitality – whether that’s a drink, a meal, an event or a bed for the night.
* A positive impact on the people you interact with, leaving them with a memorable experience.
* A practical and no-nonsense approach, leaving egos behind to get things done.
* An openness to doing things differently and trying almost everything once.
* A sense of humor and ability to make the team laugh even in challenging situations.
* Team orientation and strong support for colleagues.
* Experience in a similar role or as an Assistant with a demonstrable track record of excelling in front office operations and procedures.
* Experience with Opera Cloud or a similar property management system.
* Experience monitoring and implementing health & safety procedures.
* Flexibility to work a mix of days, nights, and weekends to support your team.
* A natural at leading and managing others, leading by example and creating an environment where your team can be their best selves.
What's In It For You
* Competitive salary.
* 29 days holiday (including bank holidays), pension and life insurance.
* Food on us during your shift.
* 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 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 special team parties.
* The chance to challenge the norm and work in an environment that is both creative and rewarding.
* Join an innovative, fast-growing, international group shaking things up on the hospitality scene.
* Excellent discounts across The Hoxton and the global Ennismore family.
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