Guest Services Manager
Kimpton Charlotte Square – You will earn £34,400.00.
This assignment is based on a 4‑on, 4‑off shift pattern.
Kimpton Charlotte Square Hotel brings together traditional Edinburgh architecture with an exciting and fresh indoor feel, offering our guests a modern luxurious stay. The hotel features a garden area, the BABA restaurant, and a state‑of‑the‑art spa.
What’s in it for you
* Become part of the IHG Hotels & Resorts family – global opportunities.
* Complimentary stay for you + 1 upon successful completion of probation, generous discounts across F&B outlets at Kimpton Charlotte Square and InterContinental Edinburgh The George, plus spa & gym discounts.
* Extensive training, opportunities for career progression, and two paid days volunteering per year.
* Wagestream – a financial wellbeing app allowing you to save, track and withdraw pay as you earn it.
* Meals while on duty, company sick pay, life insurance, mental health first aiders on duty, and access to Employee Assistance Programs.
* 31 days holiday each year, including bank holidays, up to a maximum of 33 days pro‑rated, and enhanced family leave (details available at interview).
* Amazing discounts for our hotels and restaurants worldwide, plus discounts from over 15,000 stores.
* Refer a Friend programme – bring your friends and participate.
Key responsibilities
* Support the Front Office Manager to ensure each guest receives a genuine welcome and that their needs are met throughout their stay.
* Communicate internally within the front office and externally with the wider hotel team and local community to personalise the guest experience and exceed expectations.
* Support the Front Office Team and wider Hotel Teams to provide seamless service to guests.
* Lead, coach, and develop the Front Office team to deliver exceptional guest experiences at every stage of the journey; foster a positive team culture, motivate others, and help individuals grow in confidence and capability.
* Take ownership of complex guest requests and service recoveries during your shift, providing creative, thoughtful solutions that keep the guest at the heart of every decision.
* Work a variety of shifts including days, evenings, and occasional nights when the Night Manager is on holiday (weekends and bank holidays included).
Qualifications & experience
* Front Office duty management and/or team leadership experience of 2+ years in a property of similar size and standard.
* Experience dealing with complex service recoveries and making decisions regarding guest complaints to ensure a positive outcome.
* Proven track record of driving the team to meet their targets.
* Awareness of market trends and ability to implement new initiatives.
* Good understanding of systems that support results; experience with Opera is a plus.
* Strong leadership skills with ownership of the wider hotel operation during shifts.
You must meet the legal requirements to work in the UK.
As a Disability Confident Committed Employer, we are committed to providing an inclusive and accessible recruitment process and will provide adjustments or support if requested.
At IHG Hotels & Resorts, we are an equal‑opportunity employer and provide equal employment opportunities to all applicants and colleagues without regard to 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.
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