Overnight Guest Service Manager

We are looking for an OVN Guest Service Manger to join our amazing Hoxton Team! The role is be based within the property and works directly with the Front Office 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.  

• Assist in developing the front office team to deliver personal service that exceeds guest expectations. 
• Support 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. 
• Support 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. 
• 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 order are logged, posted, and communicated for accuracy in delivery. 
• 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 Front Office Management to manage any changes in hotel procedures. 
• Assist with statistical analysis of the Front Desk team. 
• Support the management of the Front Office schedule ensuring that all days are covered to meet business needs. 
• Ensure all members of the team follow rules, do their best and love their jobs. 
• Play a key role in team development and training, 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. 
• Contribute to departmental scheduling, hiring, and performance management. 
• Ensure overnight Front Office team maintains 100% labor and legal compliance. 

• 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 take oversight 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 each day 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 in it for you… 

• Become part of a team that’s very passionate about creating great hospitality experiences.  
• Competitive salary.  
• 19 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 to set you up for success at work.   
• An annual diversity and inclusion calendar of events creating opportunities for you to learn, celebrate and make a positive impact.  
• Regular team get togethers, from our High Fives to our (pretty special!) team parties – we know how to have a good time!  
• The chance to challenge the norm and work in an environment that is both creative and rewarding.  
• Join an innovative, fast-growing, international group that is shaking things up on the hospitality scene.  
• Excellent discounts across The Hoxton and the global Ennismore family.  

More about us….

The Hoxton is a series of open-house hotels, each in a neighborhood that we love. Ever since we opened our first hotel in Shoreditch, we’ve never just been about offering a bed for the night. We want to be more than that: proving style doesn’t need to be sacrificed for good value and providing a place where guests can hang out alongside the locals and submerse themselves in the neighborhood with vibrant, welcoming public spaces.

The Hoxton, Downtown LA 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.