Overview
A fantastic opportunity for a Guest Services Manager to join our team at Kimpton Charlotte Square.
The hotel blends traditional Edinburgh architecture with an exciting indoor feel, featuring a garden, BABA restaurant, and a spa.
Compensation & Schedule
Salary: £34,400.00 per annum.
Shift pattern: 4-on, 4-off (days, evenings, occasional nights including weekends and bank holidays).
Benefits & Perks
- Being part of IHG Hotels & Resorts, global opportunities, and the Kimpton brand.
- Complimentary stay for you +1 upon successful completion of probation, discounts across F&B outlets and gym.
- Extensive training and career progression, 2 paid days volunteering per year.
- Wagestream financial wellness app.
- Company sick pay, life insurance, Mental Health First Aiders on duty, Employee Assistance Programs.
- 31 days holiday (up to 33 days pro‑rated), Enhanced Family Leave.
- Discounts on hotels, restaurants worldwide and from over 15,000 stores.
- Refer a Friend programme.
Key Responsibilities
- Support the Front Office Manager by ensuring guests receive a genuine welcome and their needs are met.
- Communicate internally and externally to personalise the guest experience and exceed expectations.
- Support Front Office and wider Hotel Teams to provide seamless service.
- Lead, coach and develop the Front Office team to deliver exceptional guest experiences throughout the guest journey.
- Take ownership of complex guest requests, service recoveries and deliver thoughtful solutions.
- Work a variety of shifts including days, evenings and occasional nights when the Night Manager is on holiday.
Qualifications
- Front Office duty management and/or team leadership experience of 2+ years in a similar sized property.
- Experience dealing with complex service recoveries and making decisions on guest complaints.
- Proven track record of driving team to meet targets.
- Awareness of market trends and ability to implement new initiatives.
- Good understanding of systems such as Opera (experience a plus).
- Ownership of wider hotel operation during shifts, support departmental collaboration and ensure personalised guest experience.
Legal & Diversity
You must meet the legal requirements to work in the UK.
Equality and Diversity Statement
As a Disability Confident Committed Employer, we are committed to providing an inclusive and accessible recruitment process. Please let us know if you require any adjustments or support at any stage.
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.
