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

About the role

We’re looking for a Guest Service Manager to join our Front Office team at The Hoxton, Williamsburg. Based out of the hotel, you’ll report to the Director of Rooms and support the Front Office operation.

Responsibilities

• Maintain a positive and friendly attitude at all times, even when working to achieve solutions to challenges.
• Assist in developing the front office team to deliver personal service that exceeds guest expectations.
• Responsible for the management of the AM/PM/ or night team ensuring that all night audit procedures are monitored, and figures and supporting documents are given to the Finance team.
• Support the management of the Front Office schedule, ensuring that all days are covered to meet business needs.
• Cover the overnight night audit shifts when needed.
• 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.
• Support realistic objectives for the team to ensure maximum occupancy and 100% guest satisfaction levels.
• Monitor costs related to the front office department to agreed budgets and inventory levels.
• To play an active role in projects that involve the development and evolution of the Front Office team.
• Lend a hand to not only guests but your colleagues and team alike - we’ve always been in it together; even more so than before.
• Work closely with the Housekeeping, Sales, and Restaurants teams to make sure the overall operation is running smoothly.
• Take safety seriously and follow all fire & security procedures, health & safety standards, and ensure you’re working in a safe manner at all times.

What We’re Looking For

• 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’re a natural host and can make guests and team members feel at home in our hotel.
• You’re an Opera Cloud wiz.
• You take oversight of issues, solve problems and make effective decisions.
• You’re all about having a positive impact on the people you interact with, leaving them with a memorable experience.
• 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.

What’s In It For You

• PTO, great healthcare, competitive salary & tips, and nifty rewards for going the extra mile and living our values.
• Excellent discounts across the Hoxton family for you and your nearest and dearest (even if you decide to leave us!)
• Plenty of opportunity to progress and change it up as part of a global family of brands.
• Training to get you settled into your role, learning opportunities to broaden your skillset and development that helps you think, make, and thrive at work.
• Regular team get togethers – we know how to have a good time!