Guest Service Manager (m/f/d)

The Hoxton, Charlottenburg (Berlin) – Guest Service Manager (m/f/d)

At The Hoxton Charlottenburg, hospitality is all about creating memorable moments, building real connections and making every guest feel at home from the moment they walk through the door. That’s why we’re now looking for an experienced Guest Service Manager to join our team.

Our first Hoxton in Germany is home to 234 bedrooms of varying sizes, a ground floor restaurant, coffee bar and streetside terrace, as well as The Apartment – our unique meetings and events concept.

Reporting to our Front Office Manager, you will be responsible for delivering brilliant and genuinely helpful service, ensuring every guest feels welcome and well looked after during their stay at The Hoxton Charlottenburg.

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 you’ll do…

• Support the running of our day-to-day Front Office, leading and inspiring our receptionists to create a memorable, effortless Hox experience for our guests – from when they arrive, over the course of their stay and until they get their bill and head off again.
• Lead your team by example, keeping them involved and motivated; help them feel empowered and supported, confident in providing top experiences for our guests and comfortable turning to you with questions.
• Contribute to our success as a business, by making sure the right rates are being used, managing overbooking levels and working with the team to make sure we have a full and happy house.
• Making sure everything is running smoothly and looking sharp, working with the team to find solutions to any hiccups.
• Maintain a positive and friendly attitude at all times, even in the most difficult of times.
• Manage the various operations during his service and ensure the well-being of customers.
• Ensure data in the PMS and provide reports to the different departments.
• Manage overbooking and communicate with other departments to optimize occupancy.
• Ensure that all phone calls are answered quickly and efficiently.
• Ensure the safety of customers and their property by following safety and hygiene rules.
• Responsible to maintain all work areas in relation to maintenance and cleanliness standards. All maintenance issues in the front of House guest areas need to be reported to engineering as soon as possible so they can be addressed. 
• Be familiar with cultural differences and know correct behaviour for each culture and know the different protocols and etiquette. 

What we’re looking for…

• Previous hotel (or similar) related experience in a similar role.
• Must be fluent in German and English, additional languages will be highly valuable.
• If you’re familiar with Opera Cloud or similar front desk operating system and understand GDS that would be a big advantage.
• Your glass is always half full and you jump out of bed every morning, full of energy.
• 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.

What’s in it for you…

• 24 holidays (plus bank holidays) and extra time off to volunteer with one of our partner charities. 
• A competitive package, plenty of opportunity for development and rewards for going the extra mile and living our values. 
• The chance to challenge the norm and work in an environment that is both creative and rewarding. 
• Great discounts across the entire Ennismore family.
• Enjoy a free night at The Hoxton and a meal for two when you first start with us.
• Goes without saying, but we’ll feed you while on shift (Pluxee benefit card and vouchers).  
• Lots of opportunity to progress and switch it up as part of a global family of brands.
• Regular team get togethers, from our team drinks to our (pretty special!) bi-annual parties – we know how to have a good time!
• An annual diversity and inclusion calendar of events creating opportunities for you to learn to celebrate and make a positive impact.
• Get in touch with experts from OpenUp to balance work and life or any other mental-wellbeing related topic.
• Enjoy lots of Discounts through our Corporate Benefits Discount webpage.
• Public Transportation Ticket is on us!