Guest Service Manager

The Hoxton, Los Angeles, California

Our story

Just like our doors, our minds are open too. Since we opened our first hotel in Shoreditch, London in 2006, we’ve never just been about offering a bed for the night. We want to be more than that, providing a place where guests can hang out alongside the locals and submerse themselves in the neighborhood with vibrant, welcoming public spaces. Then there's our eclectic program of monthly events where we bring the outside in, working with local creatives to curate events unique to each location.

We proved that style didn’t need to be sacrificed for value and honest pricing is still very much at the heart of everything we do. We opened our second London hotel in 2014, followed by Amsterdam in 2015, Paris in 2017, Williamsburg and Portland in 2018, Chicago just this spring and Los Angeles coming soon. Each hotel has its own character; however, you’ll find the familiar Hoxton Hustle, incorporating the uniqueness of their neighborhoods using local designers, artists, and illustrators for everything from interiors to wallpaper, art and neighborhood guides.

The Hoxton, Downtown LA is in a neighborhood that has seen a major revival over the last few years, with some of the city’s best restaurants, shops and bars opening up there and more in the pipeline. Set in the 10-story Los Angeles Railway building which opened in 1922, the building has an interesting and varied history, having been the headquarters of the LA Railway Authority and later housing a garment manufacturer, a candy shop, a restaurant, and a grocery store - it’s even had film sets, radio towers and electric signs erected on its rooftop. The Hoxton, Downtown LA will offer 174 rooms designed by Ennismore Design Studio, a ground floor restaurant and basement bar operated by a local chef, along with a rooftop pool with restaurant and amazing views over Broadway, the historic theatre and cinema district and one of the oldest streets in the city.

The details

You’ll be based out of The Hoxton, Downtown LA and report to the Front Office Manager. As Guest Service Manager, you’ll be supporting the Front Office operation to ensure a successful opening of the space and assisting in managing the day to day post opening.

We’re not really a strict job description kind of place – we all roll our sleeves up and get stuck in wherever needed – but here's an idea of how we see the role...

 

Responsibilities

  • 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.
  • Set ambitious but realistic objectives for the team to ensure maximum occupancy and 100% guest satisfaction levels.
  • Monitor the performance of the team and give regular feedback through meetings and appraisal methods.
  • Lead recruitment efforts for the Front Office team.
  • 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 Payroll/Accounts team.
  • Oversee the inventory control of the guest breakfast program, ensuring all deliveries are logged, and prepared for the monthly inventory.
  • Responsible for the management of the night team ensuring that all night audit procedures are monitored, and figures and supporting documents are given to the Finance team.
  • 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 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.

What’s in it for you…

  • To play a role in opening the first chapters in the Hoxton’s North American story.
  • We’re in it together – work and collaborate with a diverse group of individuals to make sure the overall operation is running smoothly.
  • The opportunity to challenge the norm and work in an environment that is both creative and rewarding.
  • The chance to join a growing company at an exciting time in the business, with a significant opportunity for development.

 

About you

  • You have experience in Front Office, including managing a team.
  • 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’re an Opera wiz.
  • You have the ability to take overnight of issues, solve problems and make effective decisions.
  • You are humble. There are no egos and no drama.
  • You learn quickly and can adapt to The Hoxton’s unique culture.
  • You’ll work positively and collaboratively to achieve the highest standards of delivery at work.
  • You’ll live and breathe each of The Hoxton’s values.
  • You jump out of bed every morning fizzing with energy and jazzed about what we’re doing today.
  • If we get stuck in an elevator with you – we’ll get along nicely and have a laugh along the way.

 

What's Next?

Apply here!

 

The Hoxton, Los Angeles is an equal opportunity employer. All applicants will be considered for employment without attention to race, color, religion, sex, sexual orientation, gender identity, national origin, veteran or disability status.  True Facts.

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  • Location: Los Angeles, California
  • Hours: Full Time, Exempt
  • Salary: Competitive
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