At a Glance
- Tasks: Lead a passionate team to create unforgettable guest experiences in a luxury hotel.
- Company: Join the vibrant Kimpton Charlotte Square, where tradition meets modern luxury.
- Benefits: Enjoy generous discounts, complimentary stays, and 31 days holiday each year.
- Other info: Embrace a culture of individuality and heartfelt connections in a dynamic work environment.
- Why this job: Make a real impact by crafting personalised experiences for guests from around the world.
- Qualifications: 2+ years in front office management with a knack for problem-solving and team leadership.
The predicted salary is between 30000 - 40000 £ per year.
A fantastic opportunity to join our team at Kimpton Charlotte Square! 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. Welcoming locals to relax in our Garden area, 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!
What’s in it for you:
- 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
- Spa & Gym discounts at our Kimpton property
- Extensive training and opportunities for career progression across the world
- 2 paid days volunteering per year with a cause of your choice
- Wagestream - a financial wellbeing app giving you the opportunity to save, track and withdraw your pay as you earn it
- 31 days holiday each year, including bank holidays, increasing up to a maximum of 33 days (Pro Rated)
- Enhanced Family Leave
- Amazing discounts for our hotels and restaurants around the world
- Discounts from over 15,000 stores
- ‘Refer a Friend’ programme
Our Guest Services Managers 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. Passionate about creating exceptional guest experiences, they lead with a guest-first mindset while inspiring, coaching and developing their teams to deliver personalised service that consistently exceeds expectations. Guest Services Managers work collaboratively across the wider hotel operation to ensure a seamless luxury experience and confidently lead the hotel during their shift.
Your key responsibilities will be:
- Supporting the Front Office Manager to ensure each guest is met with a genuine welcome and that their needs are attended throughout their stay
- 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
- Leading, coaching and developing the Front Office team to deliver exceptional guest experiences at every stage of the journey
- Leading the shift with confidence, taking ownership of complex guest requests and service recoveries, and delivering creative, thoughtful solutions that place the guest experience at the heart of every decision
- Working a variety of shifts including Days, Evenings and the occasional Night when our Night Manager is on holidays (Weekends and Bank Holidays included)
To succeed, you will need:
- Front Office duty management and/or team leadership experience for 2+ years in a property of similar size & standard
- Depth of experience dealing with complex service recoveries
- Proven track record with success at driving team to meet their targets
- Awareness of market trends and the ability to implement new initiatives
- Good understanding of systems to support driving results; experience working with Opera would be a plus
At Kimpton, our shared mission is to make lives better through heartfelt human connections. This emotional investment drives all that we do, and it’s why you’ll love the work, too. Our colleagues are empowered and encouraged to act from the heart, to go above and beyond to create ridiculously personal experiences for each other and our guests!
If you are someone who likes to march to the beat of their own drum and wants to join a company which encourages authentic individuality, apply today!
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. Please let us know if you require any adjustments or support at any stage, and your recruiter will assist you accordingly.
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.
Don't quite meet every single requirement, but still believe you'd be a great fit for the job? We'll never know unless you hit the 'Apply' button. Start your journey with us today.
Guest Services Manager employer: InterContinental Hotels Group
At Kimpton Charlotte Square, we pride ourselves on being an exceptional employer that values individuality and fosters a vibrant work culture. Our Guest Services Managers enjoy extensive training, generous benefits including complimentary stays and discounts, and the opportunity for career progression in a supportive environment that prioritises heartfelt human connections. Join us in creating memorable experiences while being part of a team that celebrates authenticity and personal growth.
Contact Details:
InterContinental Hotels Group Recruitment Team
StudySmarter Expert Advice🤫
We think this is how you could land Guest Services Manager
✨Tip Number 1
Network like a pro! Reach out to your connections in the hospitality industry, especially those who might know someone at Kimpton. A friendly chat can open doors that a CV just can't.
✨Tip Number 2
Prepare for the interview by researching Kimpton's values and culture. Show us how your passion for guest services aligns with our mission of creating heartfelt human connections.
✨Tip Number 3
Practice your responses to common interview questions, but keep it natural. We want to see your personality shine through, so don’t be afraid to let your authentic self come out!
✨Tip Number 4
After the interview, send a thank-you note. It’s a simple gesture that shows you appreciate the opportunity and keeps you fresh in our minds as we make our decision.
We think you need these skills to ace Guest Services Manager
Some tips for your application 🫡
Show Your Personality:When writing your application, let your personality shine through! We love seeing authentic individuals who can bring their unique flair to the Guest Services Manager role. Don’t be afraid to share your passion for creating exceptional guest experiences.
Tailor Your Application:Make sure to tailor your application to highlight your relevant experience in front office management and team leadership. We want to see how your skills align with our mission of making lives better through heartfelt human connections.
Be Specific About Your Achievements:Use specific examples to showcase your achievements in previous roles. Whether it’s a successful service recovery or a time you led your team to exceed targets, we want to hear about it! Numbers and results can really make your application stand out.
Apply Through Our Website:Don’t forget to apply through our website! It’s the best way to ensure your application gets to us directly. Plus, it shows you’re keen on joining our team at Kimpton Charlotte Square. We can’t wait to hear from you!
How to prepare for a job interview at InterContinental Hotels Group
✨Know the Company Inside Out
Before your interview, take some time to research Kimpton Charlotte Square. Familiarise yourself with their values, mission, and unique offerings like the BABA restaurant and the spa. This will not only show your genuine interest but also help you align your answers with their ethos.
✨Showcase Your Guest-Centric Mindset
As a Guest Services Manager, your focus should be on creating exceptional guest experiences. Prepare examples from your past roles where you went above and beyond for guests or resolved complex service issues. Highlighting these experiences will demonstrate your capability to lead with a guest-first mindset.
✨Prepare for Scenario-Based Questions
Expect questions that assess your problem-solving skills and ability to handle guest complaints. Think of specific scenarios where you successfully managed difficult situations. Use the STAR method (Situation, Task, Action, Result) to structure your responses clearly and effectively.
✨Emphasise Team Leadership Skills
Since you'll be leading and developing a team, be ready to discuss your leadership style. Share how you've motivated teams in the past, fostered a positive culture, and helped individuals grow. This will show that you’re not just focused on personal success but also on uplifting those around you.
