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; our all-day lobby restaurant Moonlarks; plus a rooftop pool and loads of outdoor seating to enjoy that LA weather.

Job Description

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. 

Qualifications

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 shit 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 relaxe