Guest Services Manager

About the role

The Hoxton Poblenou, an 11th Hoxton hotel in Barcelona with 240 bedrooms, a restaurant, rooftop pool and events space, is looking for a Guest Services Manager. Reporting to the Front Office Manager, you will lead day-to-day hotel operations and make sure the guest experience never flags. The role suits someone who wants to develop within hospitality, even if they are not currently in it.

Key responsibilities

• Support the day-to-day Front Office and lead and inspire receptionists to deliver a memorable, effortless guest experience from arrival to departure.
• Lead by example, keeping the team involved, motivated and confident in delivering great guest experiences.
• Ensure the right rates are used, manage overbooking levels and help keep the hotel full and happy.
• Work hands-on, regularly front and back of house, maintaining a presence in the lobby and public areas and spending time with guests and team members.
• Help the Director of Operations and General Manager manage changes to hotel procedures around health and safety compliance.
• Act as manager on duty, keeping everything running smoothly and finding solutions to problems with the team.

Required profile

• Hotel or leisure-related experience as a Duty Manager or similar role.
• Fluent Spanish and English; Catalan is highly valued, as are other additional languages.
• Positive attitude towards people, willingness to try new things and to work in a supportive, fun team.

Required skills

• Familiarity with Opera Cloud or a similar front desk operating system is a big advantage.
• Understanding of GDS is also a big advantage.

What we offer

• A competitive salary and eligibility for a discretionary bonus scheme.
• Food during your shift, a free night and a meal for two on starting day.
• Ongoing training and development.
• Volunteering time with partner charities and rewards for going the extra mile.
• Discounts across The Hoxton and the Ennismore family, plus an annual diversity and inclusion calendar of events.