Guest Services Manager

1 month ago

Charlotte Square Charlotte Square EH HQ Edinburgh EH HQ, Edinburgh, United Kingdom IHG - Kimpton Charlotte Square Edinburgh Full time

We are looking for an authentic and driven Guest Services (Nights) Manager to join us on a Full-Time basis at Kimpton Charlotte Square Hotel and embrace your unique, best self to provide our guests with heartfelt human connections

Kimpton Charlotte Square Hotel brings together traditional Edinburgh architecture with an exciting and fresh indoor feel, offering our guests a modern luxurious stay. Welcoming locals to relax in our Garden area (a must visit), experiencing mouth-watering food in BABA restaurant, or guests from far and wide being pampered in our state-of-the-art Spa – we cover it all

As a Guest Services (Nights) Manager, we will support you to:

  • Be yourself - bringing the real you to work, with your unique personality we want you to be who you are
  • Lead yourself – we trust you to make decisions and exert your creativity in order to provide our guests with heartfelt human connections, we trust you to do right
  • Make it count – you matter, and we will provide you with all the tools you need in order to create ridiculously personalised experiences for our guests every day

As a Guest Services (Nights) Manager your main duties and responsibilities will be:

  • Supporting the Night Audit and closing of our outlets, managing the end of night cash count, and highlighting any discrepancies
  • Working with the Front Office Manager to ensure any late arrivals are met with a genuine welcome and that their needs are attended throughout the night (No detail is too small, and no request is too large)
  • Communicating internally within the front office and externally, both with the wider hotel team and immediate locale, to ensure the safety of our guests and team members throughout the night (completing relevant safety checks as required)
  • Ensuring all Team Members have completed relevant training and are confident with all aspects of their role – you will be someone who enjoys to lead and motivate your team
  • Managing the shift you are working, dealing with complex guest requests or complaints and making sure all tasks within the Team have been completed

We are looking for someone who can work 4-on, 4-off shift pattern (12-hour shifts).

So, we are looking for someone who has…

  • Front Office duty management and team leadership experience for 2+ years in a property of similar size & standard
  • Depth of experience dealing with complex service recoveries, you will be someone who is confident to make decisions regarding guest complaints to ensure a positive outcome for the guest and leading our team by example
  • Proven track record with success at working with loyalty schemes and enrolments
  • Have an awareness of market trends and the ability to implement new initiatives
  • Good understanding of systems to support driving results, experience working with opera would be a plus
  • Overall, a willingness to help out across our hotel departments to ensure our guests are receiving a 5-star personalised service throughout their stay

Joining the Kimpton family isn’t just about providing our guests with excellent service, we also have secured a spot in Fortune’s ‘100 best companies to work for’ 7 times since 2009, and it is no surprises why We can offer you…

  • Financial security - £30,000.00 per annum, guaranteed hours, paid overtime, a free meal on shift, paid holidays, subsidised unsocial hour travel support and enhanced sick pay Plus Tronc paid monthly if in eligible role.
  • Growth and development – extensive training, opportunities for career progression across the world, plus 2 paid days volunteering per year with a cause of your choice.
  • Colleague perks - worldwide discounted room rates and discounted F&B whilst on employee rate (IHG has over 6,000 hotels and growing), plus generous friends and family rate. Discounts through our portal on your supermarket shop, experiences and loads of retailers on our perks portal.
  • Wellbeing – generous maternity/paternity pay and subsidised childcare support, employee assistance programme available 24/7 and access to mental health first-aiders
  • Hotel specific benefits – complimentary stay for you+1 in our Hotel upon successful completion of probation, generous discounts across our F&B outlets at Kimpton Charlotte Square and InterContinental Edinburgh The George Hotel plus Spa and gym discounts at our Kimpton property.

If you are someone who likes to march to the beat of their own drum and wants to join a company which encourages authentic individuality, apply today Check out our Instagram page @kimptoncharlottesquare to see more.

You must meet the legal requirements to work in the UK.

At IHG Hotels & Resorts, we are proud to be an equal opportunity employer. We firmly believe that all our colleagues deserve to be treated equally and have the same opportunities to develop and grow their skills within our business and provide equal employment opportunities to all applicants and colleagues without regard to an individual's, race, colour, ethnicity, national origin, religion, sex, sexual orientation, gender identity or expression, age, disability, marital or familial status, veteran status or any other characteristic protected by law.

At IHG, we’ve made a promise. As one of the world’s leading hotel groups, we’re here to deliver True Hospitality for Good. Making our guests and colleagues feel welcome, cared for, recognised and respected – wherever they are in the world. Want to be part of the journey?

Kimpton Hotels & Restaurants crafts unique destinations that kindle heartfelt human connections. Our bespoke spaces blend spirit, style and delight to create an addictive culture of refined irreverence where locals, visitors & colleagues seamlessly connect.

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.

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