Assistant Front Office Manager; H​/F​/X

Assistant FOM

The Hoxton, Paris occupies an 18th-century building in the 2nd arrondissement, offering 172 rooms, a restaurant, a terrace, a speakeasy bar, a lobby café, and event spaces.

Like the doors of our hotel, our minds are open. Imagined by the British group Ennismore, The Hoxton hotels are inspired by the diversity and originality of their environments with lively, welcoming public spaces and monthly events aimed at bringing together local actors.

The Assistant FOM assists the Front Office Manager in the operational and administrative management of the Reception service to ensure a smooth, personalized, and standard-compliant customer experience for The Hoxton, Paris. He/she ensures the daily operation of the service and supervises the teams. He represents the Reception Manager in his/her absence.

Operational mission

• Ensure the smooth running of shifts (morning, evening, weekend)
• Guarantee the quality of check-ins/check-outs
• Manage customer complaints and sensitive situations
• Ensure compliance with service standards
• Supervise the management of VIPs, repeat guests, and special requests
• Control cash handling and cash register closures

Team management

• Supervise, motivate, and support receptionists
• Participate in the training of new employees
• Provide regular feedback
• Participate in annual reviews
• Ensure compliance with procedures and discipline

Satisfaction & Quality

• Monitor customer reviews (Revinate, Booking, Google, etc.)
• Implement corrective actions
• Participate in quality meetings
• Monitor Front Office glitches
• Be a force of proposal to improve the customer experience

Organization & administrative

• Participate in the development of schedules
• Control reservations and room assignments
• Ensure good communication with HSK, Maintenance, F&B
• Monitor certain indicators (upsell, no-show, overbooking, Disloyalty)
• Replace the FOM in his/her absence

Commercial performance

• Encourage upselling and cross-selling
• Monitor upsell results, prepare end-of-month upsell
• Ensure optimization of occupancy and categories

Qualifications

• You have previous experience as an Assistant Front Office Manager
• Knowledge of Opera Cloud is a plus
• You can work in a fast-paced environment
• You get out of bed every morning, full of energy and enthusiastic about your day's agenda
• You understand who we are. You know our hotels
• You know that some ideas work and others don't. But we like to (almost) try everything at least once
• You are modest. No oversized ego, and you are not the type to make a big deal out of it
• You care about details, it's even a slight OCD
• Your glass is always half full

Additional information

• Perk: 1 meal per day at the company restaurant Le P'ti Sentier
• Reimbursement of public transport at 80%
• Time to train, develop, and engage in charitable activities
• Many opportunities for promotion and transfer within the Ennismore Group
• Full access to The Hoxton Paris bars and restaurants with preferential rates without seniority conditions
• Preferential rates for employees in all The Hoxton hotels around the world (45€ per night, no limit per year) and in all Ennismore Group hotels as well as in all F&B outlets of the Ennismore Group
• Hox'Squad in place:
  Monthly events (activities, training, well-being...)