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Guest Services Manager

Intercontinental Hotels Group

Guest Services Manager

£32000

Intercontinental Hotels Group, Edinburgh

  • Full time
  • Permanent
  • Onsite working

Posted 2 weeks ago, 11 Apr | Get your application in now before you miss out!

Closing date: Closing date not specified

job Ref: 3e439114c52e4c42b432f29df685fa5b

Full Job Description

  • Supporting the Front Office Manager to ensure each guest is met with a genuine welcome and that their needs are attended throughout their stay (No detail is too small, and no request is too large)

  • Communicating both internally within the front office and externally, with the wider hotel team and immediate locale, to ensure the guest experience is personalised and always exceeds expectations

  • Supporting both the Front Office Team and wider Hotel Teams to ensure we are providing our guests with a seamless service

  • 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

  • Working a variety of shifts including Days and Evenings (Weekends and Bank Holidays included) so you will have to be flexible and willing to work around Hotel demands


    • We are looking for someone who can work 40 hours across 5 shifts per week (shift times will vary, including weekends and bank holidays).

  • Team Leadership experience within a Front Office department in a property of similar size & standard

  • Strong organisation skills and ability to work in high pressure environments - you will be someone who is keen to advance their career within the Hospitality industry!

  • Previous experience working with Opera is a plus!

  • An awareness of market trends and the ability to implement new initiatives

  • Overall, a willingness to help out across our Hotel departments to ensure our guests are receiving a Kimpton 5 service!

    We are looking for an authentic and driven Guest Services Manager (Full-Time) to join us 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 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!

    Financial security - Between £30,000.00 to £32,000.00 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.