Guest Service Manager

Job Ref: INT24389

Branch: Mercure Ayr

Location: Mercure Ayr, Ayr

Salary/Benefits: PLEASE ADVERTISE SALARY IN THE FORM (£00k per annum) or (£00 per hour)

Contract type: Permanent

Hours: Full Time

Shift pattern: Shift Pattern - 7am - 3pm/ 3pm - 11pm

Hours per week: 40

Posted date: 16/12/2025

Closing date: 02/02/2026

Who are we?

Aimbridge Hospitality EMEA are a division of the global Aimbridge Hospitality brand. We're passionate about connecting great people to great experiences in exciting destinations, working with brands such as Hilton, IHG, Accor, Marriott and everything in between. From the rich diversity of our people and locations to our "people first" approach to business, the Aimbridge experience is like no other.

What is in it for you?

As part of the Aimbridge team, you will have access to industry leading benefits that include

• Industry leading training and leadership development opportunities
• Hotel discounts portfolio wide – Staff rates and up to 50% discount on food beverage and spa
• Access to Stream - Stream up to 40% pay as it is earned and set automatic savings to support your financial wellbeing
• 24/7 access to our employee assistance programme
• Uncapped incentives to reward you for your contributions

**DELETE WHERE APPROPRIATE**

• Flexible working opportunities
• Company sick pay - Giving you piece of mind when you need it the most
• Minimum of 30 days holiday
• Staff meals on duty
• Paid breaks
• Starting salary above national minimum wage
• Live-in accommodation available
• Access to hotel gym facilities
• Career and lifestyle breaks – Allowing you to take time off for key life events.
• Free staff parking

A day in the life of…

As Guest Services Manager you'll be responsible for managing the guest services team and ensuring that guests receive exceptional service throughout their stay. Key responsibilities include overseeing front desk operations, managing reservations, handling guest complaints, and ensuring the cleanliness and maintenance of guest rooms and common areas. You'll be responsible for managing the budget for the department, hiring and training staff, and developing and implementing guest service policies and procedures. In addition, you will be responsible for maintaining positive relationships with guests and ensuring that the hotel's reputation for excellent customer service is upheld.

What do we need from you?

• You'll have prior experience in managing a hotel front office or similar position with a good understanding of hotel operations, including reservations, check-in and check-out procedures, and customer service.
• As Guest Services Manager, you should have excellent communication and interpersonal skills to effectively manage staff and interact with guests. You should be able to provide guidance and feedback to staff members and handle customer complaints and queries in a professional manner.
• Strong leadership and organisational skills to effectively recruit manage and motivate staff members. You should be able to set goals and objectives, delegate tasks, and monitor performance to ensure that the front office operates smoothly and efficiently.
• We're looking for you to have a good understanding of hotel software and systems, including property management systems (PMS), booking engines, and customer relationship management (CRM) tools. You'll be able to use these tools to manage reservations, track guest preferences and feedback, and analyse performance data.

Most importantly, to be successful in this role, you will be passionate about providing an exceptional guest experience and living through our brand standards

At Aimbridge, we recognise that people are the heart of our business. As a Global leader, we are committed to representing our global community and offering everyone 'A Place to Grow'

So, click apply today, we'd love to welcome you to our inclusive team shaping the future of hospitality.

With seafront views looking out towards the beautiful Isle of Arran, few hotels offer the same level of serenity that the Mercure Ayr Hotel provides. Ideally located in the heart of the historic seaside town, this 3-star hotel is perfect for weekend breaks, shopping days and self-contemplation thanks to the on-site Feel Good Health Club. A haven for sports fans, Ayr is within a 20-mile radius of 22 dedicated golf clubs and home to the prestigious horse racing Gold Cup.

Mercure Ayr is one of the top hotels in Ayr, offering guests comfortable accommodations, great service, and top-rated amenities. Our hotel is located in the heart of the city, making exploring all that Ayr has to offer easy. Away from the hotel, guests can explore the beautiful Ayrshire coastline and visit famous local sites such as the historic Burns Cottage as well as the nearby Burns Monument and Gardens.

The Mercure Ayr Hotel is located in the town centre, 5 minutes walk from the railway station and 2 minutes walk from the bus station. There are 22 golf courses within a 20 mile radius from the hotel.