Director of Rooms

Company Description

We are looking for a Director of Rooms to join our team at The Hoxton, Shepherd's Bush

You'll be at the heart of the hotel, leading our Front Office and Housekeeping teams and setting the tone for the guest experience every single day. This isn't a role for someone who prefers to manage from behind a desk. We're looking for a visible, hands-on leader who loves being out in the operation, supporting their team, solving problems and making things happen.

You'll balance great hospitality with strong commercial thinking, owning the rooms operation while building engaged teams that deliver exceptional experiences, every day.

The Hoxton Shepherd’s Bush is our fourth London Hoxton and located in the heart of Shepherd’s Bush, in the beating heart of an eclectic and diverse neighbourhood, with 237 playfully designed bedrooms and an all-day restaurant - Chet’s serving Thai American comfort food. Featuring a large open lobby with vintage seating and cosy corners, 237 bedrooms of different sizes, as well as a central wraparound bar and terrace, The Hoxton Shepherd’s Bush is perfectly located for exploring West London.

Job Description

What's in it for you...

• Competitive salary + discretionary bonus dependant on company KPI’s
• 28 days holidays (inclusive of bank holidays), pension, and life insurance.
• A health cash plan to claim money back and get access to lots of ways to support your physical & mental wellbeing
• It’s ok not to be Ok, we have a confidential hotline for any support you require about anything and a network of mental health first aiders
• Treat yourself once in a while with lots of retail & hospitality perks through our partners
• Enjoy a free night at The Hoxton and a meal for two when you first start with us
• Goes without saying, but we’ll feed you during your shift
• Excellent discounts across the Ennismore family for you and your nearest and dearest (even if you decide to leave us!)
• Free night at The Hoxton every year and something a little extra £££ when you hit the big milestones!
• Lots of opportunity to progress and switch it up as part of a global family of brands
• Training to get you settled into your role, learning academies to broaden your skillset and development that helps you think, make and thrive at work
• Extra time off to volunteer with one of our partner charities
• Regular team get togethers, from our team drinks to our (pretty special!) bi-annual parties – we know how to have a good time!
• Enhanced family leave for when you’re expanding your family
• An annual diversity and inclusion calendar of events creating opportunities for you to learn, celebrate and make a positive impact

What you’ll do…

• Lead our Front Office and Housekeeping teams, creating an environment where your people can thrive and our guests feel genuinely looked after from the moment they arrive.
• Be a visible, hands-on leader who spends time with the team, coaches in the moment and isn't afraid to roll up your sleeves when needed.
• Own the Rooms operation, balancing exceptional guest experiences with strong commercial performance, labour control and profitability.
• Take ownership of the Rooms P&L, helping shape budgets and making smart commercial decisions that keep the business performing.
• Champion quality across the hotel, constantly looking for ways to raise standards and improve the guest journey.
• Lead capital expenditure projects for your departments, making sure they're delivered smoothly and with minimal disruption to guests and the team.
• Solve problems before they become problems, empowering your managers while stepping in when it matters most.
• Look for better ways of doing things, challenging the status quo and continuously improving how we work across Front Office and Housekeeping.
• Build brilliant leaders by coaching, developing and supporting your managers to grow confident, high-performing teams.
• Set clear expectations, give honest feedback and celebrate success along the way.
• Partner closely with the wider hotel leadership team, helping deliver projects, drive operational improvements and create one seamless guest experience.
• Own the people side of the business too, from recruitment and payroll to performance conversations and talent development.
• Build strong relationships with our suppliers and contractors to make sure our operation runs smoothly behind the scenes.
• Keep our teams, guests and spaces safe by leading on Health & Safety and playing an active role in our crisis and fire response teams.

Qualifications

What we’re looking for…

• You're a people first leader who gets the best out of others through coaching, trust and leading by example.
• You're as comfortable walking the floors as you are reviewing budgets and performance reports. You know great operations happen by being present.
• You understand the commercial side of hospitality and know how to balance guest experience, labour, costs and profit without losing sight of the people behind the numbers.
• You genuinely care about creating memorable experiences for both guests and your team.
• You're curious and always looking for ways to make things better rather than settling for "that's how we've always done it."
• You stay calm under pressure, make good decisions and aren't afraid to jump in when the operation needs you.
• You're collaborative, approachable and build strong relationships across every department.
• You have experience leading Rooms operations in a similar lifestyle hotel environment.
• You're confident using Microsoft Office suite, Opera (or other PMS systems), KnowCross, Fourth Hospitality (or other Payroll and scheduling systems) and other hotel systems.
• You're organised, commercially aware and able to switch between the bigger picture and the day-to-day detail without missing a beat.
• Most importantly, you're someone we'd genuinely enjoy working alongside. You work hard, don't take yourself too seriously, leave your ego at the door and know how to bring good energy to the team.