Guest Experience Manager - F&B

The Hoxton, Edinburgh

We’ve now opened our first UK hotel outside of London…and where better than the characterful capital of Scotland, Edinburgh. We are now looking for a Guest Experience Manager - F&B to join our team and play a crucial part in successfully launching our brand in this new neighbourhood. Reporting to the Director of Food & Beverage you’ll be responsible for the F&B guest journey, from that first online browse to the goodbye (and hopefully, see you soon). Supporting all our F&B experiences, making sure service is smooth, standards stay sharp, and every guest feels looked after.

The Hox in Edinburgh boasts 214 bedrooms influenced by the Georgian heritage of the building and city (including the introduction of a new room category for the Hox), a main restaurant and big lobby & bar, a large event space and The Apartment - our unique meetings and events concept.

Experience Italian glam and romance at Patatino, our all-day restaurant, designed to capture the essence of long, joyful, and convivial meals shared with friends on a sun-soaked Amalfi coast holiday. Imagine pizza, pasta and a Negroni or two!

More about us…

The Hoxton is a series of open-house hotels, each in a neighbourhood 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 neighbourhood with vibrant, welcoming public spaces.

What's in it for you...

• Become part of a team that’s very passionate about creating great hospitality experiences.
• Competitive salary.
• 29 days holiday (including bank holidays), pension and life insurance.
• Food on us during your shift.
• Enjoy a free night at The Hoxton and a meal for two 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.
• Time off to volunteer with one of our partner charities.
• Hox Hero and Nifty Fifty, our rewards for going the extra mile and living our values.
• 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.

What you’ll do…

• Manage our guest facing platforms, ensuring everything is up to date and booking channels are working their magic.
• Set the vibe – create a fun, easy-going atmosphere where guests can relax and make the most of their time with us.
• Be a key voice in our daily hello’s (briefings) for the restaurant and bar team, keeping everyone in the loop with what’s going on.
• Own the F&B reservations system, making sure every booking is smooth, and every guest feels seen.
• Lead and manage a team of hosts, by setting and monitoring goals, empowering, and developing them, and creating an environment where people can be themselves.
• Stay on top of guest enquiries and requests, responding quickly, thoughtfully, and always within our KPIs. Track response rates, spotting sales opportunities and making sure no lead goes cold.
• Be a manual magic behind the scenes, Opentable and SevenRooms don’t talk to eachother, so you’ll be shifting bookings manually.
• Keep the team in the know with daily and weekly cover flashes.
• Boost bookings on quieter days and getting strategic where it counts.
• Take ownership of InDesign and bring our menus to life – visually and always up to date.
• Make sure every guest gets that post-visit follow-up, gathering feedback, encouraging reviews and leaving a lasting impression (a great one!).

What we’re looking for…

• Individuals. You’re looking for a place where you can be you; no clones in suits here.
• Passion for hospitality – whether that’s a drink, a meal, an event or a bed for the night.
• You’re all about having a positive impact on the people you interact with, leaving them with a memorable experience.
• You’re not precious. We leave our egos at the door and help get things done.
• You’re up for doing things differently and trying (almost) everything once.
• If we got stuck in a lift together, we’d have a good time and share a few laughs.
• You want to be part of a team that works hard, supports each other, and has fun along the way.
• Previous work experience as floor manager or supervisor in a busy and high-volume restaurant.
• A natural at leading and managing others, you lead by example and create an environment where your team can be their best self.
• Nothing is an issue for you - you know what our guests want even before they do.
• You pay attention to the details!