Guest Services Manager (Nights)
We are looking for an authentic and driven Guest Services Manager (Nights) to join us on a full‑time basis at Kimpton Charlotte Square Hotel. The role embraces the hotel’s unique, heartfelt approach to guest service and is based on a 4‑on, 4‑off shift pattern (12‑hour shifts). The base salary is £31,193.00 per annum.
Position Overview
Kimpton Charlotte Square Hotel fuses traditional Edinburgh architecture with a fresh, modern ambience. Guests enjoy a state‑of‑the‑art spa, a vibrant Garden area, dining at BABA restaurant, and a warm, personalised service from our team. As a Guest Services Manager (Nights) you will ensure that every guest’s stay is seamless, safe and memorable.
Responsibilities
* Support the Night Audit and closing of outlets, manage the end‑of‑night cash count, and highlight any discrepancies.
* Work with the Front Office Manager to welcome late arrivals, ensuring their needs are met throughout the night.
* Communicate internally and externally within the hotel and with the local community to maintain safety for guests and staff, completing relevant safety checks.
* Ensure all team members complete required training and are confident in their roles; lead and motivate the team.
* Manage the shift you are working, handle complex guest requests or complaints, and ensure all team tasks are completed.
* Promote the hotel’s values: bring your authentic self to work and create heartfelt human connections with guests.
Qualifications
* Front Office duty management and team leadership experience of at least 2 years in a property of similar size and standard.
* Experience handling complex service recoveries and making decisive guest complaint resolution decisions.
* Proven track record with loyalty schemes enrolments.
* A good understanding of market trends and the initiative to implement new ideas.
* Knowledge of systems, preferably Opera.
* Willingness to assist across hotel departments to deliver 5‑star personalised service.
Benefits
* Financial security – £31,193.00 per annum, guaranteed hours, paid overtime, free shift meal, paid holidays, subsidised travel for unsocial hours, enhanced sick pay, and monthly Tronc payment if eligible.
* Growth and development: extensive training programmes, career progression opportunities, and 2 paid volunteering days per year.
* Colleague perks: worldwide discounted room rates and F&B, discounts through the perks portal, and generous friends & family rate.
* Well‑being: generous maternity/paternity pay, employee assistance programme, and 24/7 mental health first‑aid support.
* Hotel‑specific benefits: complimentary stay for you and one guest after probation; generous discounts across F&B outlets, spa, and gym.
How to Apply
We encourage individuals who embrace authentic individuality and are eager to join a company that values genuine human connection. Apply today and see our Instagram page @kimptoncharlottesquare for more.
Equal Opportunity Employer
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 within our business, regardless of 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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