At a Glance
- Tasks: Lead a team to create unforgettable guest experiences in a vibrant hotel environment.
- Company: Join Kimpton Charlotte Square, part of IHG Hotels & Resorts, a global leader in hospitality.
- Benefits: Enjoy competitive salary, generous discounts, and 31 days holiday plus career growth opportunities.
- Other info: Embrace a culture of authenticity and inclusivity while making a real impact.
- Why this job: Be the heart of our hotel, making every guest feel special and valued.
- Qualifications: 2 years of front office management experience and a passion for exceptional service.
The predicted salary is between 25000 - 30000 £ per year.
A fantastic opportunity for a Guest Services Manager 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 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.
- '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 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, Room to Belong, and Room to Make a Difference. At Kimpton, our shared mission is to make lives better through heartfelt human connections. 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 as Guest Services Manager! 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.
Guest Services Manager - in Edinburgh employer: Kimpton Hotels & Restaurants
At Kimpton Charlotte Square, we pride ourselves on being an exceptional employer that values individuality and fosters a vibrant work culture. As part of the IHG Hotels & Resorts family, you will enjoy extensive training, career progression opportunities, and a generous benefits package including 31 days of holiday, wellness support, and unique discounts across our hotels and restaurants worldwide. Join us in creating memorable guest experiences while being part of a team that celebrates authenticity and personal growth.
Contact Details:
Kimpton Hotels & Restaurants Recruitment Team
StudySmarter Expert Advice🤫
We think this is how you could land Guest Services Manager - in Edinburgh
✨Get a Taste of the Scene
Try visiting local eateries and asking if they have any full-time positions available. Many hospitality jobs aren’t advertised online, so popping in for a chat can give you an edge and show your enthusiasm!
✨Network at Food Festivals
Food festivals and culinary events are buzzing with industry connections. Attend these to meet restaurateurs and other food service pros; you never know who might be looking for their next star employee!
✨Show Off Your Skills
Create a short video showcasing your cooking or customer service flair. Post it on social media or even send it directly to places you want to work at, like Kimpton Hotels & Restaurants. It’s a fun way to stand out and demonstrate what you bring to the table!
✨Reach Out Directly to Kimpton Hotels & Restaurants
Don't be shy about reaching out to Kimpton Hotels & Restaurants directly through their website. Express your interest in available roles and attach your CV, showing your genuine eagerness to be part of their team. Personal touches can go a long way!
We think you need these skills to ace Guest Services Manager - in Edinburgh
Some tips for your application 🫡
Show Off Your Service Experience:In the hospitality-food-service world, your experience is key! Make sure to highlight any previous roles you've had in restaurants, cafes, or catering. We want to see your customer service skills shine, so include specific examples where you went above and beyond for clients.
Certificates Matter:If you’ve got any relevant certifications, like food safety or bartender training, flaunt them! They can really set you apart from the crowd and show us your dedication to the industry. Just make sure to mention them clearly in your CV or cover letter!
Craft a Genuine Cover Letter:Take the time to write a personal cover letter that reflects your passion for hospitality. Share why you’re excited about Kimpton Hotels & Restaurants and how your skills can contribute to our team's success. We're after that genuine connection!
Highlight Your Team Spirit:In full-time roles, teamwork is everything! Emphasise your ability to work collaboratively in busy environments. Mention any experiences where you’ve effectively collaborated with colleagues or managed conflicts — it's just as important as your technical skills!
How to prepare for a job interview at Kimpton Hotels & Restaurants
✨Show Your People Skills
In hospitality, customer service is everything! Be ready to showcase examples of how you've engaged with customers positively. Maybe you turned a tough situation around or went that extra mile for a guest—let’s hear those stories!
✨Know Your Menu Inside Out
Expect some technical questions about food and drink, especially if you're applying for a kitchen or service role. Brush up on the menu items, including ingredients and any potential allergens. If you’ve got any favourite dishes or cocktails, have a little something prepared to discuss, too!
✨Demonstrate Your Team Spirit
Hospitality thrives on teamwork, so think of examples where you've worked well with others in a fast-paced environment. Be prepared to discuss what makes a great team member and how you contribute to a positive working vibe. They’re looking for that 'good fit!'
✨Get Ready for a Practical Test
In full-time food service roles, don’t be surprised if they want to see your skills in action. Whether it's serving a table or prepping a dish, be mentally prepared for a practical test during the interview. Practice makes perfect—a little dry run with friends could give you the edge!
