Guest Services Manager in Dunfermline

A fantastic opportunity to join our team at Kimpton Charlotte Square! You will earn £34,400.00. 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.

What's in it for you as our Guest Services Manager:

• Becoming part of the IHG Hotels & Resorts family, one of the world's leading hotel companies - which means global opportunities.
• 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, plus Spa & Gym discounts at our Kimpton property.
• Extensive training, opportunities for career progression across the world, plus 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.
• Meals whilst on duty, company sick pay and life insurance, Mental Health First Aiders on Duty, and access to Employee Assistance Programs.
• 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, plus discounts from over 15,000 stores all the way from retail to cinema.
• Generous 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.

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 as a Guest Services Manager, 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, confident in making decisions regarding guest complaints to ensure a positive outcome for the guest.
• 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 IHG, we believe there's Room for You: Room to Grow (providing career development and learning opportunities), Room to Belong (fostering an inclusive environment where diverse employees can be their authentic selves), and Room to Make a Difference (empowering employees to have an impact on the guest experience and the business).

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 to join us!

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.