Guest Service Agent

Job Description

This role reports to the Front Office Manager. We don’t go for long-winded job descriptions; however here’s an idea of how we see the role….. 

The Guest Service Agent will be based at the reception of The Hoxton, DTLA. Ideally, you’ll join just before we open our DTLA doors and help see us through the pre-opening and opening of the property. 

You’ll be responsible for providing a naturally friendly, helpful, and responsive, level of service to all our guests from arrival to departure. You’ll play a hands-on role in the successful opening of The Hoxton’s first US property.  

What you will do? 

• You’ll take care of our guests, including check in/check out, billing, ensuring we collect correct guest data, and communicating any guest issues that arise 

• Work with our Assistant Front Office Manager and the rest of the Hoxton team in executing selling strategies and ensuring maximum occupancy 

• Inform guests of all the fun things to do in the hotel, including providing information on our restaurants 

• Know the neighborhood and provide recommendations for dining, shopping, and activities 

• Proactively keep an eye on all our public area spaces, whether it’s spotting a pillow in the lobby that needs some fluffing or seeing a guest from afar that looks lost 

• Assist guests with luggage storage and package retrieval as needed 

• 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 now more so than before 

• You’ll work closely with the Housekeeping, Sales, and Restaurants teams to make sure the overall operation is running smoothly 

• Take health and safety seriously and follow all health & safety standards, fire & security procedures, and ensure you’re working in a safe manner at all times 

Qualifications

What’s in it for you… 

• The opportunity to challenge the norm and work in an environment that is both creative and rewarding 

• We’re in it together – you’ll work closely with the Rooms, Sales, and Restaurants teams to make sure the overall operation is running smoothly.  

• To play a role in opening the first chapter in the Hoxton’s North American story 

• You execute. You get things done 

• You’re a natural host and can make guests and team members feel at home in our hotel 

• You have an interest in hotels and creating experiences 

• You are humble. There are no egos, and no drama. 

• You have an eye for detail 

• You’re a team player 

• The chance to join a growing company at an exciting time in the business, with a significant opportunity for development 

• Service is at the heart of what your do; you're imaginative when it comes to creating experiences 

• Highly organized and detail orientated, someone you can rely on to know the answers, or where to find them 

• Keen to take ownership of and pride in your work, a roll-up-your-sleeves attitude to seeing work through and delivering results 

• You have the ability to learn quickly and adapt to The Hoxton’s unique culture 

• You jump out of bed every morning, fizzing with energy and jazzed about what you’re doing today 

• If we get stuck in a lift with you, we’ll get along nicely and have a laugh along the way