Job description
Voco® The Hague, an IHG HotelAbout us voco® The HagueCan you imagine, going to work at a beautiful hotel in the city center of The Hague? Arriving in a busy hotel with happy guests, waiting for you to make their stay unforgettable? At voco The Hague, this will be your daily life! Together with an amazing international team, you will impress the guests with your hospitality and give them memories that last a lifetime. Not only are you responsible for the guests, but also your team. This is your time to shine! You will be the role model for all the other hosts, and you will be their rock during busy times! voco® The Hague will become your second home, sounds good right? Destination: voco® The HagueCome on into an iconic former bank building where offices and ATMs have made way for a brand-new hotel. First impression? 204 elegantly furnished rooms, 7 floors and a warm welcome from your future team. Inside voco® The Hague you will have your place at the beautiful front office. We are looking for a passionate, hands-on, and guest-focused leader to join our Front Office team as our new Guest Experience Manager at voco The Hague.In this role, you will play a key part in both the daily Front Office operation and the overall guest journey, ensuring every stay feels personal, seamless, and memorable. You will lead by example on the floor, inspire the team to deliver warm and intuitive service, and help create a relaxed 5-star experience that reflects the voco lifestyle. This is not a traditional office-based Monday–Friday position. We are looking for someone who understands hospitality happens in the operation during busy arrivals, VIP stays, high occupancy days, and the moments that matter most to our guests. Flexibility, visibility, and operational presence are essential to success in this role.The ideal candidate is proactive, organized, emotionally intelligent, and genuinely passionate about hospitality. You know how to create exceptional guest experiences without making service feel formal or scripted, and you naturally inspire those around you to do the same.Your day to dayGuest Experience & VIP Planning

• Review upcoming arrivals, occupancy levels, and guest profiles to proactively plan exceptional guest experiences.
• Coordinate VIP, long-stay, loyalty member, and special occasion arrivals.
• Organize amenities, welcome cards, room preparations, and personalized touches.
• Ensure guest preferences and loyalty recognition standards are consistently executed.
• Build strong guest relationships by actively engaging with guests throughout the hotel.
• Resolve guest concerns quickly and professionally before they escalate.
• Inspire the team to create memorable moments that feel natural, warm, and effortless.

Front Office Operations

• Support and lead daily Front Office operations alongside the Front Office Manager.
• Act as the operational lead during shifts and busy service periods.
• Ensure brand standards, service procedures, and guest expectations are consistently maintained.
• Handle escalated guest concerns and support service recovery when needed.
• Conduct room checks and coordinate closely with Housekeeping and other departments to ensure seamless guest journeys.
• Maintain strong operational communication across departments.
• Coach, mentor, and motivate operational team members to deliver confident and guest-focused service.
• Support onboarding and ongoing training for both new and existing team members.
• Lead by example with a positive, approachable, and professional attitude.
• Help build a service culture focused on warmth, attention to detail, and genuine hospitality.
• Identify opportunities to improve service delivery and operational efficiency.
• Take ownership of ad hoc operational challenges as they arise, proactively supporting Front Office and wider hotel operations to maintain smooth service flow and deliver an outstanding guest experience at all times.

Scheduling & Planning

• Assist with creating and managing Front Office schedules in line with business levels and operational needs.

• Ensure the right balance of experience and operational coverage across shifts.
• In an emergency you could serve as first of point of contact to the Emergency Response Team and coordinate the response. 

• Monitor staffing levels proactively to support guest satisfaction and smooth operations.
• Support planning around high occupancy periods, events, VIP stays, and operational challenges.

Job requirements
Did you bring everything?

• Previous Front Office leadership experience within a hotel environment.
• Strong operational understanding of Front Office procedures and the guest journey.
• Excellent communication and organizational skills.
• A natural host with a passion for creating memorable guest experiences.
• Ability to lead confidently while remaining approachable and supportive.
• Flexibility to work varied shifts, including evenings, weekends, and peak operational periods.
• Ability to multitask and remain calm under pressure.
• Experience within luxury or lifestyle hospitality is an advantage.
• Knowledge of Dutch and/or German is preferred and considered an advantage in this role due to guest interaction needs.

• Knowledge of PMS system Opera is an advantage

Benefits

• You'll be part of the voco® life
• Competitive salary and travel allowance based on the distance between your home and the hotel
• Staff and friends & family discount at 6000+ IHG hotels worldwide. You'll be able to stay at hotels for a discounted rate and you'll get 50% discount on your restaurant and bar bill
• Special friends & family discount for stays at voco The Hague including breakfast
• Overnight stay at voco® The Hague as part of your onboarding
• We have a staff canteen in which we serve staff meals
• Discounts to several cultural events such as museums, festivals, theatre, musicals, concerts and much more
• Curious about different departments? We offer cross trainings!
• To stay fit we offer a 20% discount on your contract with Trainmore + 1 Euro discount for every time you go!
• Discount on a collective health insurance
• Once a year you get to spend a paid day as a Volunteering Day to volunteer for a charity of your choice
• For your birthday choose between a day off, a voucher or a free night stay at voco The Hague for 2 people, including breakfast
• Discount at local businesses in The Hague
• Your staff uniform will be washed by the hotel
• There will be staff parties, events and departmental outings
• You'll be working in a passionate and ambitious team
• You'll have the opportunity to take part in trainings and workshops
• You'll be working for an international hotel chain in the heart of The Hague

The world is at your feet! Whoever you are, whatever you love doing, bring your passion to voco® The Hague and IHG and we will make sure you will have room to be yourself. Send your resume and motivation letter to HR and they will contact you to finalize your trip to voco® The Hague. Don't quite meet every single requirement, but still believe you'd be a great fit for the job? We'll never know unless you hit the 'Apply' button. Start your journey with us today and let's #GoFurtherTogether.

Organisation
About us: voco™ hotels“At the heart of every great stay is a great host.”
At voco™, we've created a new hotel brand that gives people a different choice. Hotels to count on but different enough to be fun. Unstuffy hotels, where people feel comfortable to relax, and just get on with relaxing. Our new family of hotels are connected by their own sense of style and individual character – and that's something we make the most of. Finding the perfect mix of reliability and new experiences. Because we believe that when you respect individuality life gets interesting.
Part of the IHG® family, you can rely on a uniquely voco™ experience every stay, but with some of the extra advantages that come with being part of IHG. Such as the benefits of the IHG Rewards Club, one of the world's largest loyalty programmes. Just as friendly to the environment we look after the planet with the same care as we look after our guests. So you can relax knowing that everything from your super comfy bed to the ingredients on our menu is designed to reduce our environmental impact.
We're looking for people with as much character as our unique new lifestyle hotels. If you love looking after people and hate stuffy service, you'll be right at home at voco™. Start a different kind of career as part of IHG's family of 17 global brands and 5,500+ hotels around the world.
About us: voco® The HagueA modernist urban home for the overseas explorer: voco® The Hague, where quintessential Dutch design and our unstuffy style come together in the city centre of The Hague.Based in the Royal Quarter, this beautiful former bank building has the city's shops, museum and heritage locations as well as the embassy quarter and Peace Palace within walking distance. By taking the tram in front of the hotel, you will find yourself at the central station in 9 min or at the seaside within 15 min.Our welcoming guest rooms offer thoughtful voco™ touches with quality bedding and eco-friendly upscale amenities.Catch up over local dishes in Botanica garden kitchen & bar, discover drinks inspired by the Dutch Sea explorations from Ultramarijn wonderbar or hang out in our garden terrace to enjoy the voco™ life. With 2 boardrooms, a versatile work play area and a below ground private bar you will find various locations to meet, gather or celebrate.

Offer
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Ref.nr.:176489 - RT200382325