Guest Service Manager (Swing Shift) - The Hoxton, Chicago

We are looking for an experienced Guest Service Manager to join our Front Office team, delivering a naturally friendly, helpful, and responsive level of service to all guests from arrival to departure.

Responsibilities

• Assist in developing the front office team to deliver personal service that exceeds guest expectations.
• Support an environment of learning to ensure all team members are trained to understand and follow all standards of operation.
• Ensure the accuracy of data in all systems and provide 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 the team is well motivated and informed of day-to-day activity.
• Support realistic objectives for the team to ensure maximum occupancy and 100% guest satisfaction levels.
• Cover the night audit shifts as needed.
• Monitor the performance of the team and give regular feedback through meetings and appraisal methods.
• Support recruitment efforts for the Front Office team.
• Monitor costs related to the front office department to agreed budgets and inventory levels.
• Oversee the guest breakfast program, ensuring all orders are logged, posted, and communicated for accuracy in delivery.
• Manage the AM/PM and overnight team, ensuring all night audit procedures are monitored and figures and supporting documents are given to the Finance team.
• Play an active role in projects that involve the development and evolution of the Front Office team.
• Assist Front Office Management to manage any changes in hotel procedures.
• Support the management of the Front Office schedule, ensuring all days are covered to meet business needs.
• 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.
• Contribute to departmental scheduling, hiring, and performance management.
• Maintain a positive and friendly attitude at all times, even when working to achieve solutions to challenges.
• Lend a hand to guests and colleagues alike.
• Work closely with the Housekeeping, Sales, and Restaurants teams to ensure the overall operation runs smoothly.
• Take safety seriously and follow all fire & security procedures, health & safety standards, and ensure safe working practices.
• Work evenings, overnights, and holidays as necessary.

Requirements

• At least 2 years of experience in Front Office, including managing a team.
• Proven ability to execute and get things done.
• Strong organizational skills.
• Proficiency in Opera property management system.
• Ability to take oversight of issues, solve problems, and make effective decisions.
• Commitment to creating a positive impact and memorable experiences for guests.
• Flexibility and openness to trying new approaches and lending a hand where needed.
• Desire to join a team that works hard, supports each other, and has fun.

Benefits

• Paid Time Off (PTO) and great healthcare benefits.
• Competitive salary and tips.
• Rewards for going the extra mile and living company values.
• Excellent discounts across the Hoxton family for you and your family, even after leaving.
• Opportunities for progression and role changes within a global family of brands.
• Training for role onboarding, learning opportunities, and skill development.
• Regular team get-togethers.

Pay

Compensation range: $58,000/year.

About the Location

The Hoxton, Chicago is our third hotel in North America, located in the Fulton Market district. The hotel features 182 bedrooms, a lively open-door lobby, three restaurants and bars, a rooftop swimming pool with city views, a retail pop-up, and The Apartment, our unique meetings and events space. The area is fast evolving with new stores, start-ups, global HQs, and an exciting bar and restaurant scene.