Guest Service Manager (Swing Shift) - The Hoxton, Chicago

Guest Service Manager

We are looking for an experienced Guest Service Manager to join our Front Office team! The Guest Service Manager is responsible for providing a naturally friendly, helpful, and responsive, level of service to all our guests from arrival to departure.

While this description is meant to give you an idea of how we see the role, it is not meant to be all-inclusive. As we adjust our service offerings and model, additional responsibilities may be asked of you to meet the ongoing operational needs.

What you'll do

• 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.
• Cover the night audit shifts as needed
• 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 AM / PM and overnight team ensuring that all night audit procedures are monitored, and figures and supporting documents are given to the Finance team.
• To play an active role in projects that involve the development and evolution of the Front Office team.
• To assist Front Office Management to manage any changes in hotel procedures.
• Support the management of the Front Office schedule ensuring that all days are covered to meet business needs.
• You'll 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.
• Maintain a positive and friendly attitude at all times, even when working to achieve solutions to challenges.
• Lend a hand to not only guests but your colleagues and team alike - we've always been in it together, but as we re-open even more so than before.
• You'll work closely with the Housekeeping, Sales, and Restaurants teams to make sure the overall operation is running smoothly.
• You'll take safety seriously and follow all fire & security procedures, health & safety standards, and ensure you're working in a safe manner at all times.

What we're looking for

What's in it for you

The Hoxton, Chicago is our third hotel in North America, located in the Fulton Market district, an area that is fast evolving and buzzing with a whole host of new stores, inspiring start-ups, swishy global HQs and an exciting bar and restaurants scene to match. It's where you want to be in Chi-Town.

The hotel has 182 bedrooms spread over seven floors, along with a lively open-door lobby, three restaurants and bars, a rooftop swimming pool with views across the city, a retail pop-up, and The Apartment, our unique meetings and events space. Add to all that our two floors of office space for those who are more work than play.

The Hoxton, Chicago is an equal opportunity employer. All applicants will be considered for employment without attention to race, color, religion, sex, sexual orientation, gender identity, national origin, veteran or disability status. True Facts.