Front Office Manager

Company Description

We’re looking for a Front Office Manager to lead our Front Office team and keep first impressions unforgettable at The Hoxton, Edinburgh.

Reporting to the Director of Rooms, you’ll be responsible for the overall management of the Front of House team ensuring every guest experience feels easy and personal, providing a naturally friendly, helpful, and responsive level of service for our guests.

We’ve opened our doors in Edinburgh’s charming West End - our very first Hox in Scotland. Set across 11 beautiful Georgian townhouses, we’re home to 214 bedrooms, a lively open lobby and bar, an all-day Italian trattoria Patatino, a retro-inspired cinema, a flexible and super-size event space called The Get Together, and The Apartment – our unique signature spot for meetings, private dinners and memorable gatherings.

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.

Job Description

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.
• 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…

• You’ll ensure all our guests feel they are treated as individuals and leaves already planning their next stay.
• Lead and manage a team of high-energy people who love our guests, by setting and monitoring goals, empowering, and developing them, and creating an environment where people can be themselves. This includes reception, nights, public area and guest service management teams.
• Own the vibe at the front desk, ensuring it feels alive, welcoming and reflective of The Hox at all times.
• Management of departmental costs and ensure that all expenses are kept in line with budget guidelines.
• Ensure that all hotel standard operating procedures are trained and adhered to, also pro-actively identifying opportunities to improve and enhance processes and procedures.
• Ensure a good relationship is maintained between front office, housekeeping, maintenance and F&B.
• To be fully aware, and competent in, all health & safety procedures and policies.
• To be a member of the hotel crisis and fire teams and to be fully conversant in all related procedures.
• Achieve and maintain the highest level of service to both guests and your team, while building solid relationships with suppliers, partners and contractors.
• Assist the sales and events team with site inspections and be confident on the hotel facilities and everything we have to offer.
• Handle guest feedback, turning tricky moments into great recoveries and learning opportunities for the team.
• Keep a close eye on performance metrics (guest feedback, upsell, check-in/out efficiency) and use them to drive improvements.

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.
• You have experience in a similar role, or as an Assistant looking for further development with a demonstrable track record of excelling in front office operations and procedures.
• You have experience of Opera Cloud or a similar property management system.
• You have experience of monitoring and implementing health & safety procedures.
• Flexibility, happy to work a mix of days, nights, and weekends to support your team.
• A natural at leading and managing others, you lead by example and create an environment where your team can be their best self.