Guest Service Manager

AccorHotel • Los Angeles, CA

23h • $70,501 - $70,501 • Onsite

About The Position

The Hoxton, Downtown LA is seeking a Guest Service Manager to join their team. This role involves developing the front office team to deliver exceptional guest service, fostering a learning environment, and ensuring operational standards are met. The manager will be responsible for data accuracy in systems, managing daily overbooking levels, and collaborating with departments for maximum occupancy. Key duties include coaching and motivating the team, monitoring performance, assisting with recruitment, managing hotel retail operations, overseeing guest breakfast inventory, and playing an active role in Front Office development projects. The position also involves assisting the Director of Operations and General Manager with hotel procedure changes, statistical analysis of the Front Desk team, managing the Front Office schedule, and overseeing payroll for the Front Office team. The role requires ensuring team members follow rules, perform their best, and enjoy their jobs. A significant aspect of the role is hands-on involvement in both front and back of house operations, maintaining a lobby presence, and interacting with guests and team members. The manager will oversee departmental scheduling, hiring, and performance management, ensuring 100% labor and legal compliance for The Hoxton, Downtown LA.

Requirements

• Preferably at least 2 years experience in Hotel Front Office operations, including managing a team.
• Opera wiz.
• Ability to execute and get things done.
• Scarily organized.
• Willing to be Fire Life Safety certified and keep a cool head in stressful times.
• Keen eye for detail and love to share notes and feedback as well as listen.
• Ability to crack the whip, but make people feel good at the same time.
• Natural host and can make guests and team members feel at home in our hotel.
• Ability to take over issues, solve problems and make effective decisions.
• A balance between a methodical and process-driven approach and flexibility and creativity when it comes to meeting deadlines and finding solutions.
• Passion for hospitality – whether that’s a drink, a meal, an event or a bed for the night.
• Ability to have a positive impact on the people you interact with, leaving them with a memorable experience.
• Ability to work positively and collaboratively to achieve the highest standards of delivery at work.
• Humble and open to ideas; leave egos at the door and help get shit done.
• Up for doing things differently and trying (almost) everything once.
• Willing to be part of a team that works hard, supports each other and has fun along the way.

Responsibilities

• 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.
• Monitor the performance of the team and give regular feedback through meetings and appraisal methods.
• Assist recruitment efforts for the Front Office team.
• Responsible for the control and management of the hotel retail, ensuring all orders are monitored, and all month-end figures are compiled and sent to Payroll/Accounts team.
• Oversee the inventory control of the guest breakfast program, ensuring all deliveries are logged, and prepared for the monthly inventory.
• Play an active role in projects that involve the development and evolution of the Front Office team.
• Assist the Director of Operations and General Manager to manage any changes in hotel procedures.
• Assist with statistical analysis of the Front Desk team.
• 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 rules, do their best and love their jobs.
• Play a key role in team development and training, both pre-opening and on an ongoing basis.
• Be hands-on and willing to regularly work both front and back of house, maintaining lobby and public area presence, spending time with guests and team members alike.
• Oversee departmental scheduling, hiring, and performance management.
• Make sure The Hoxton, Downtown LA maintains 100% labor and legal compliance.

Benefits

• The opportunity to embark on an exciting career trajectory in a fast-growing environment.
• The opportunity to be yourself and collaborate with other bright minds in a relaxed, innovative culture.
• Opportunity to grow with an exciting business and be part of a team who are passionate about everything they do.
• Receive a competitive package with opportunity for career development.
• Excellent discounts across the entire Ennismore family for you and your nearest and dearest (even after you leave).

What This Job Offers

• Job Type: Full-time
• Career Level: Manager
• Education Level: No Education Listed