Director of Front Office

Company Description

We are looking for a DIRECTOR OF FRONT OFFICE to join our team at The Hoxton, Downtown LA. We are an ambitious company in need of someone who will take on the crucial role of supporting the success of our dynamic property and to lead the management of the day to day front office operations. The role is be based within the property and works directly with the General Manager.  

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

What you’ll do…. 

• You’ll manage the day to day front office operations of the hotel 
• Lead and inspire your team to ensure a high level of engagement and exceptional individual service style 
• Create an environment of learning to ensure all members of the team are trained to understand and follow all standards of the operation 
• Role model The Hoxton’s values and behavior 
• Monitor quality in a systemic manner 
• Contribute to the annual budgeting process 
• 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 
• Ensure all members of the team follow the rules, do their best, for The Hox, and love their jobs 
• Oversee departmental scheduling, hiring, and performance management 
• Responsible for the management of the overnight team ensuring that all night audit procedures are monitored, and figures and supporting documents are given to the Finance team 
• 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. 
• Set ambitious but realistic objectives for the team to ensure maximum occupancy and 100% guest satisfaction levels 
• Responsible for oversight of guest feedback reporting, mystery shop reports, and operational department responses 
• Manage all costs related to the front office department to agreed budgets and forecast levels 
• 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 financial team. 
• Oversee the inventory control of the retail and Breakfast Bag program, ensuring all orders made, sales are logged, and we are prepared for the monthly stocktake 
• Oversee payroll for all Front Office team members 
• You’ll be hands-on and willing to regularly work both front and back of house, maintaining lobby presence, spending time with guests and team members alike 
• You’ll take safety seriously and follow all fire & security  
• Run the show in the absence of the General Manager 

Qualifications

What we’re looking for… 

• You have several years of Front Office experience, including leading a diverse team 
• You are scarily organized and goal focused 
• You have a keen eye for detail and love to share your notes and feedback 
• 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’re an Opera wiz  
• You’re a great schedule maker and a payroll pro – you’ll make sure we have the right team in place at the right time  
• You’re looking for a place where you can be you; no clones in suits here 
• You’re all about having a positive impact on the people you interact with, leaving them with a memorable experience 
• We leave our egos at the door and help get shit done 
• You’re up for doing things differently and trying (almost) everything once  
• You’re flexible and open to lending a hand where needed 
• You want to join a team that works hard, supports each other and has fun along the way 

Additional Information

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