Descripción de la empresa
The Hoxton Poblenou in the city of Barcelona is our 11th Hoxton. The hotel boasts 240 bedrooms of different sizes, a large restaurant Four Corners with The Slice shop and La Bodega, a rooftop pool and our taqueria Tope, a bright and airy lobby, a multi-functional basement events space and The Apartment (our unique meetings & events concept).
Descripción del empleo
What you’ll do…
- To take overall responsibility for the day-to-day operation of the hotel, ensuring all operational departments deliver exceptional guest experience and commercial performance.
- To lead and inspire the Front Office, Housekeeping, Maintenance and Food & Beverage teams, ensuring operational excellence, strong collaboration and that guest expectations are consistently exceeded.
- To ensure that all hotel standard operating procedures, brand standards and service rituals are trained, embedded and consistently adhered to across all operational departments.
- To oversee the operational P&Ls, contributing to the annual budgeting and forecasting process, monitoring performance and ensuring departmental costs are effectively controlled.
- To own the hotel’s operational quality performance, driving continuous improvement across guest satisfaction, brand audits, service standards and qualitative metrics.
- To take ownership of guest recovery and operational problem solving, ensuring issues are resolved efficiently and guest satisfaction remains at the highest possible level.
- To proactively identify opportunities to improve operational efficiency, productivity and service delivery across all departments, implementing sustainable improvements and best practices.
- To work closely with the General Manager and Heads of Department to deliver the hotel’s commercial objectives, balancing exceptional guest experiences with strong financial performance.
- To be responsible for the accurate completion of all people-related processes within operational departments, including recruitment, onboarding, payroll, performance management, disciplinary, grievance and appraisal documentation.
- To coach, develop and inspire Heads of Department and their teams, creating a high-performing, engaged and inclusive culture in line with The Hoxton values.
- To set ambitious yet achievable objectives for operational leaders, monitoring progress through regular performance reviews, coaching and feedback.
- To lead and deliver operational projects, ensuring successful implementation of new initiatives, systems, brand standards and business improvements.
- To proactively manage the implementation of operational policies, procedures and change programmes, ensuring consistency and engagement across all teams.
- To build and maintain strong relationships with guests, suppliers, contractors and key stakeholders, ensuring service excellence and operational efficiency.
- To ensure full compliance with all health, safety, fire, food safety, licensing and statutory requirements, maintaining a safe environment for guests and team members.
- To act as a key member of the hotel crisis management and fire response teams, ensuring full understanding and effective execution of all emergency procedures.
- To champion a culture of innovation, collaboration and continuous improvement, encouraging teams to challenge existing practices and deliver memorable guest experiences.
- To deputise for the General Manager when required, ensuring seamless leadership and operational continuity across the hotel.
Requisitos
