Front Office Manager

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. The Hoxton, Downtown LA offers 174 rooms designed by Ennismore Design Studio, a ground floor restaurant with exciting culinary partners, along with The Hoxton’s first rooftop pool with restaurant and amazing views over Broadway, the historic commercial, theatre and cinema district and one of the oldest streets in the city.

The Hoxton, Downtown LA is looking for a FRONT OFFICE MANAGER to work closely with the Director of Front Office to ensure smooth and successful operation of the Front Desk. This will involve managing the day to day Front Office related activities for the hotel, including training new team members and being the point person for the front office team.

WHAT YOU'LL DO....

• 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 the 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 Shop, ensuring all orders are monitored, and all month-end figures are compiled and sent to Payroll/Accounts team.
• Oversee the inventory control of the Breakfast Bag program, ensuring all deliveries are logged, and prepared for the monthly stocktake
• 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 Front Office and General Manager to manage any changes in hotel procedures
• 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 the rules, do their best, for The Hox, and love their jobs
• Play a key role in team development and training
• 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

WHAT WE'RE LOOKING FOR...

• You have4-5 years of Front Office experience, including managing a team
• You execute. You get things done
• You are scarily organized
• 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 and can take a lead role training
• 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 are humble. There are no egos, and no drama
• Ability to take ownership of issues, solve problems and make effective decisions
• Ability to learn quickly and 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 leadership behaviors

WHAT IN IT FOR YOU....

• Join an established brand within a fast-growing company committed to not just building hotels but building a global brand
• PTO, great healthcare, competitive pay and rewards for going the extra mile and living our values
• Excellent discounts across the global Ennismore family for you and your nearest and dearest
• 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

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.

The Company participates in E-Verify

PERSONAL ATTRIBUTES

• Excellent communication skills in English
• Ability to work well under pressure, focus on details, think clearly, analyze and resolve problems, exercise good judgment, always with calm and composure
• Strong working knowledge of budgets, forecasting, profit and loss statements
• Ability to train and motivate individuals, creating and maintaining a cohesive team
• Good computer knowledge; able to use property management system
• Solid interpersonal skills; able to ascertain and effectively address guest/employee needs
• Ability to ensure security and confidentiality of guest and hotel information
• Ability to work with constant interruptions with a high degree of professionalism
• Ability to prioritize and organize work assignments; delegate work
• Ability to direct performance of staff and follow up with corrections where needed

QUALIFICATIONS

• Degree from School for Tourism & Hotel Management

EXPERIENCE

• Minimum 3 years’ relevant experience with at least 1 year at a management level in a 5* or luxury hotel.

All your information will be kept confidential according to EEO guidelines.