Hotel FOH Assistant

We are looking for a Front Of House Assistant to join Eden Locke, Edinburgh. Our desire to inspire soulful hospitality is taking us on a journey of evolution and growth, making our presence felt in major cities across the UK and Europe. We entrust our vision, purpose and brand to the hands of our teams. It’s a big responsibility and this is why we seek and develop unique individuals to lead the charge.

When and Where? 24 hours a week, over 3 days. We believe in working flexibly – this includes flexibility in working days (including weekends and bank holidays in operations) and working hours. This may be ad hoc or permanent flexibility.

From city to tranquillity, in just a few steps. This is Eden Locke – a peaceful haven for sleeping, working and living, minutes from Edinburgh’s main sites. Set behind a grand Georgian façade, Eden Locke has just 72 apartments making it our most intimate Locke location. But what it lacks in size, it more than makes up for in style and beauty.

JOB OVERVIEW

To co-operate and work with departmental colleagues and team members across the business, carry out tasks as designated and manage the day-to-day practical aspects of customer service in an organised, structured and professional way. Primary duties include greeting guests, taking orders, serving food and drinks, and ensuring a positive dining experience. To carry out all tasks and procedures in line with statutory requirements and ensure that customer service is provided in line with the business and performance objectives of the Hotel.

DUTIES AND RESPONSIBILITIES

• Service Delivery: Creating tell-your-mates experiences that makes guests want to keep coming back. Welcome guests, direct them to their tables, and ensure a clean and inviting space. Present menus, answer questions about dishes and beverages, and accurately record orders. Deliver food and beverages promptly and efficiently, ensuring proper presentation and temperature. Refill drinks, clear used plates, and maintain a clean and organised dining area. Process payments, whether by credit card or room charging. Being empowered to use your initiative when dealing with customer complaints or issues with a positive attitude and seek to resolve them. Ensure tables are set up appropriately, and the dining area is clean and tidy. Relay orders accurately, address any issues with preparation, and coordinate service. Actively looking for opportunities to grow revenue. Identifying upselling opportunities.
• General Operations & Team Support: Work flexibly across multiple areas depending on business needs. Support events, activations, and lifestyle programming. Ensure public areas remain clean, inviting, and on-brand. Maintain a positive, supportive, and inclusive team environment. Follow all hotel policies, safety procedures, and brand standards.

Other: While this job description is intended to be an accurate reflection of the duties involved with this position, the company reserves the right to add, remove or alter duties when business need dictates.

REQUIRED KNOWLEDGE, SKILLS & EXPERIENCE FOR THIS ROLE

• Experience: Previous experience in a customer-facing role preferred. Confidence using IT systems and software (including Microsoft Office).
• Skills: Customer Service: Friendly, attentive, and able to handle a wide range of customer interactions. Natural influencing skills with a knack for managing expectations. Communication: Excellent verbal and non-verbal communication skills. Knowledge of Food and Beverages: Familiarity with menu items, drink options, and potential allergies or dietary restrictions. Attention to Detail: Accurate order taking, ensuring correct presentation, and maintaining a clean dining area. Multi-tasking: Ability to handle multiple tasks simultaneously while maintaining efficiency. Problem-Solving: Able to address customer issues or resolve unexpected situations. Teamwork: Collaborate effectively with other servers, kitchen employees, and bar staff.
• Experience: Not required. Employment: Full-time.