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Guest Service Manager – The Hoxton, Shoreditch
Company Description
We are searching for a Guest Service Manager to join our team at The Hoxton, Shoreditch.
This is where The Hoxton started: where we first broke the rules about ‘the way things are done’. Originally a converted car park, it’s now a vibrant hub offering:
- 210 stylish rooms
- The Apartment (a concept for meetings & events)
- An open, energetic lobby with a café, restaurant, and buzzing atmosphere
What You’ll Do
- Lead and motivate the Front Office team, ensuring a memorable, effortless guest experience from arrival to check-out
- Set the example for your team, fostering confidence, involvement, and support
- Help receptionists deliver exceptional service while feeling empowered to ask questions
- Drive business success by:
- Managing correct room rates
- Balancing overbooking levels
- Ensuring full occupancy with happy guests
- Maintain smooth operations through proactive problem-solving
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What We’re Looking For
- Strong background in hotel or leisure hospitality, preferably in a similar leadership role
- Familiarity with Opera (or comparable front desk operating systems) is a major plus
- A preference for individuals over clones—think no rigid ego, just drive and energy
- Passion for hospitality—be it drinks, food, events, or great nights out
- A focus on positive impact, ensuring guests (and colleagues) leave with a lasting impression
- A no-nonsense, ego-free, can-do attitude—we get things done together
- Open to trying new things and embracing different ways of working
- Colleague material—imagine getting stuck in a lift: laughter and quick camaraderie
- Someone who thrives in a hardworking, supportive, fun-loving team
What’s in It for You?
Workplace Perks & Support
- Competitive salary
- 28 days annual leave (including bank holidays)
- Pension plan & life insurance
- A £100/year health cash plan + access to mental & physical wellbeing resources
- Confidential support hotline (available for any reason)
- Network of mental health first aiders on-site
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Loyalty & Recognition
- Free Hox night + meal for two on joining
- Annual free stay at The Hoxton + £££ bonuses for big milestones
- Family discounts at Ennismore Hospitality brands (even if you leave)
Career & Lifestyle
- Global opportunities – part of a family of international brands
- Structured onboarding training + skills-academy learning paths
- Volunteer days with partner charities (paid time off)
- Regular team events (weekly drinks crews plus a bi-annual epic away party)
- Enhanced family leave to support expansion plans
Additive & Unexpected Rewards
- Retail & hospitality discount partner perks
- Lunch during shifts
- Diversity & inclusion festivities – an annual calendar of events to celebrate, learn, and grow
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