Overnight Guest Service Manager

Accor Hotels • Los Angeles, CA

73d • $70,000 - $72,000

About The Position

We are looking for an OVN Guest Service Manager to join our amazing Hoxton Team! The role is 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.

Requirements

• Experience in Front Office, including managing a team.
• Ability to execute and get things done.
• Highly organized.
• Willingness to be Fire Life Safety certified and maintain composure in stressful situations.
• Keen eye for detail and ability to provide constructive feedback.
• Ability to motivate and manage team dynamics.
• Natural hosting skills to make guests and team members feel at home.
• Proficient in Opera software.
• Problem-solving skills and effective decision-making.
• Humble attitude with no egos or drama.
• Quick learner who can adapt to The Hoxton's unique culture.
• Positive and collaborative work ethic.

Responsibilities

• 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 orders 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.
• Play an active role in projects that involve the development and evolution of the Front Office team.
• 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.
• 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.

Benefits

• 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.
• An annual diversity and inclusion calendar of events.
• Regular team get-togethers and parties.
• The chance to challenge the norm in a creative and rewarding environment.
• Excellent discounts across The Hoxton and the global Ennismore family.

What This Job Offers

• Job Type: Full-time
• Career Level: Mid Level
• Industry: Accommodation