Assistant Night Manager

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…

• Run the show in conjunction or in the absence of the Night Manager.
• Represent management during the night and be responsible for the smooth running of the hotel.
• Always maintain a positive and friendly attitude, even when working to find solutions to challenges.
• Deal with the in-house guests accounting and ensure the accuracy of guest billing. Prepare all bills for the day ahead.
• Operationally manage (or support the managing) of the hotel during the night to ensure all guests are well cared for – residents but also event attendees etc.
• Carry out guest requests with the support of the night manager and the night cleaners.
• Ensure the accuracy of data in all systems and provide the necessary daily reports for all departments.
• Take an active role in our reservations task by supporting the reservation agent and wider team in managing certain accounts, entering bookings, taking payment, cross checking arrivals, etc.
• Manage the daily overbooking levels and liaise with all departments to ensure maximum occupancy.
• Ensure all telephone calls are answered as quickly and efficiently as possible.
• Maintain observation over guests and guests’ property to ensure security alerts are kept to a minimum.
• Support the Night Manager in leading your night team by example, keeping them involved and motivated; help them feel empowered and supported, confident in providing top experiences for our guests and comfortable turning to you with questions.
• Support the Night Manager in setting challenging but realistic objectives for the team to ensure maximum occupancy and 100% guest satisfaction levels.
• Ensure the integrity of the public area and back of house areas are maintained at all times, with deficiencies corrected immediately.
• Take ownership in leading and directing our team of night cleaners to make sure we look sparklingly clean at all times and ready for the day ahead – inside, outside, upstairs, downstairs.
• Be responsible for closing of the day and prepare and verify reception reports.
• Carry out the night audit procedures accurately, reporting any discrepancies and ensuring quick resolution.
• Ensure the safety of guests overnight whilst they are tucked up asleep.

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.
• Experience in a similar role with a demonstratable track record of excelling in front office operations and procedures.
• If you’re familiar with Opera Cloud or similar front desk operating system, that would be a big advantage.
• A natural at leading and managing others, you lead by example and create an environment where your team can be their best self.
• You’re all about having a positive impact on the people you interact with, leaving them with a memorable experience.
• It’s all about the attitude for us, someone who enjoys being helpful to others and isn’t easily flustered – there’s a smaller team working at night so confidence and knowing how to work things out by yourself are key.