Job Description

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. 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!

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.

• Apart from Meals whilst on duty, we also provide every employee 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, this increases up to a maximum of 33 days (Pro Rated) & Enhanced Family Leave (you can ask more details at the interview).

• Amazing discounts for our hotels and restaurants around the world, plus discounts from over 15,000 stores – all the way from retail to cinema!

• Don’t forget, bring your friends and take part in our 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.

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 (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

• Leading, coaching and developing the Front Office team to deliver exceptional guest experiences at every stage of the journey. You will be passionate about creating a positive team culture, motivating others, and helping individuals grow in confidence and capability within their roles

• 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, you will be someone who is confident to make decisions regarding guest complaints to ensure a positive outcome for the guest and leading our team by example

• Proven track record with success at driving team to meet their targets

• Have an 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

• As Guest Services Manager, you will take ownership of the wider hotel operation during your shift, leading with confidence, supporting departmental collaboration, and ensuring every guest receives an exceptional and personalised experience

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!

Our passion is YOU…come as you are!

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 and provide equal employment opportunities to all applicants and colleagues without regard to an individual's, race, colour, ethnicity, national origin, religion, sex, sexual orientation, gender identity or expression, age, disability, marital or familial status, veteran status or any other characteristic protected by law.

At IHG, we’ve made a promise. As one of the world’s leading hotel groups, we’re here to deliver True Hospitality for Good. Making our guests and colleagues feel welcome, cared for, recognised and respected – wherever they are in the world. Want to be part of the journey?