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Night Operations Guest Services Supervisor
2 months ago
We are seeking a dedicated and passionate Night Operations Guest Services Supervisor to join our team at IHG - Kimpton Charlotte Square Edinburgh. This role is essential in fostering genuine connections with our guests during their stay.
At Kimpton Charlotte Square Edinburgh, we blend classic Edinburgh architecture with a contemporary ambiance, providing our guests with a luxurious experience. Our offerings include a serene Garden area, exquisite dining at our restaurant, and indulgent treatments at our Spa.
As a Night Operations Guest Services Supervisor, you will be empowered to:
- Be authentic - We encourage you to bring your true self to work, showcasing your individuality and personality.
- Lead with confidence - We trust you to make informed decisions and express your creativity to ensure our guests receive heartfelt service.
- Make a difference - Your contributions matter, and we will equip you with the necessary tools to create memorable experiences for our guests every night.
Your primary responsibilities will include:
- Assisting with the Night Audit process, overseeing the closure of our facilities, managing cash counts, and addressing any discrepancies.
- Collaborating with the Front Office Manager to ensure late arrivals receive a warm welcome and that their needs are met throughout the night.
- Maintaining effective communication within the front office and with the broader hotel team to ensure the safety and well-being of our guests and staff during night hours.
- Ensuring all team members are adequately trained and confident in their roles, while also providing motivation and leadership.
- Managing your shift effectively, addressing complex guest inquiries or concerns, and ensuring all team tasks are completed.
We are looking for candidates who can commit to a 4-on, 4-off shift pattern (12-hour shifts).
The ideal candidate will possess:
- A minimum of 2 years of experience in front office management and team leadership within a similar establishment.
- Extensive experience in handling complex service recoveries, demonstrating confidence in resolving guest complaints to achieve positive outcomes.
- A proven history of success with loyalty programs and guest enrollments.
- An understanding of market trends and the ability to implement innovative initiatives.
- Familiarity with systems that drive results, with experience in Opera being advantageous.
- A willingness to assist across various hotel departments to ensure a consistently high level of personalized service for our guests.
Joining IHG - Kimpton Charlotte Square Edinburgh offers you:
- Financial benefits - Competitive salary, guaranteed hours, paid overtime, complimentary meals during shifts, paid holidays, and enhanced sick pay.
- Career development - Comprehensive training programs, opportunities for advancement globally, and paid volunteer days for causes you care about.
- Employee perks - Discounted room rates and dining options, along with various retail discounts through our employee portal.
- Wellbeing support - Generous parental leave policies, subsidized childcare, and access to mental health resources.
- Hotel-specific advantages - Complimentary stays for you and a guest after successful probation, along with discounts at our dining outlets and wellness facilities.
If you are an individual who values authenticity and seeks to join a company that celebrates unique personalities, we encourage you to consider this opportunity.
All candidates must meet the legal requirements to work in the UK.
At IHG Hotels & Resorts, we are committed to being an equal opportunity employer, ensuring that all colleagues are treated fairly and have equal opportunities for growth and development.
We strive to deliver True Hospitality for Good, making every guest and colleague feel welcomed, valued, and respected.
