Casual Member Care Assistant

The Caledonian Hotel; City of Edinburgh; On-site; GBP 40,000 - 60,000; Part time

Job summary

A prestigious hotel in Edinburgh is looking for a part-time Member Care role that involves providing exceptional customer service and ensuring high operational standards for members and guests. The role requires strong teamwork, excellent communication skills, and a proactive approach to member needs. Ideal for candidates with customer-facing experience, this opportunity offers a supportive work environment and benefits. Flexibility is essential, including evenings and weekends.

Benefits

Free and healthy meals when on duty

50% off Food & Beverage venues

Discounted use of leisure facilities

Discounted hotel stays

Fully funded apprenticeships

28 days of annual leave

Qualifications

• Experience in a customer-facing role is preferred.
• Proactive, dependable, and reliable.
• Strong collaborator and anticipates member needs.

Responsibilities

• Provide exceptional customer service and ensure member satisfaction.
• Maintain cleanliness and safety standards.
• Collaborate with team members to create a positive atmosphere.

Skills

Customer-focused

Team collaboration

Strong communication skills

Excellent time management

Attention to detail

Job description

Job Ref: AM15020

Branch: The Caledonian Edinburgh

Location: The Caledonian, Edinburgh

Salary/Benefits: £12.21 Per Hour + Exclusive Benefits

Contract type: Casual

Hours: Part Time

Posted date: 03/12/2025

Closing date: 03/01/2026

Our Story:

The Caledonian Edinburgh has embodied the best in Scottish hospitality for over a hundred years. Situated at the West End of Princes Street, this former Victorian railway hotel nestles in the shadow of the Edinburgh Castle, within walking distance of Princes Street Gardens, the Royal Mile and Edinburgh’s Old Town, a UNESCO World Heritage Site.

Located in the heart of Scotland’s capital, we are proud to celebrate Caledonian’s stories, anecdotes and memories over the last 120 years in Edinburgh. We would love for you to embark on the journey to our next chapter, The Caley Way!

Our Management Company:

As part of the Klarent Hospitality Portfolio, we are dedicated to offering our team excellent opportunities for growth and development. We take great pride in recognising and rewarding the hard work, commitment and long service of our exceptional team members.

Klarent Hospitality operates branded hotels in key locations across the UK and Ireland. We nurture talent and smart investment to drive superior performance and growth.

Exclusive Benefits:

• Hourly Rate of £12.21
• Free and healthy meals when on duty.
• 50% off our Food & Beverage Venues – The Court & Caley Bar
• Discounted use of Leisure Facilities
• Stays in our hotels at discounted prices
• Go Hilton Recognition Platform
• Opportunities for your personal development within the Hotel Group Brand Portfolio
• Fully funded apprenticeships – T&Cs apply
• 28 Day of Annual Leave, increasing with long service
• Flexibility to purchase additional holiday days
• Pension enrolment
• We can coach, train and develop you to help find your passion - whether it is exploring your first role or your next step in the exciting world of hospitality!

The Role:

The Member Care role is designed to provide exceptional customer service, ensuring high operational standards and member satisfaction within the Club or Hotel. You will work closely with the Club Manager or Director of Operations, as well as team members, to create a positive atmosphere and deliver outstanding experiences for both members and guests.

Your primary responsibility will be to deliver outstanding service to members and guests, anticipating their needs and addressing any concerns or issues with professionalism. You will ensure that all members have uninterrupted access to towels and consumables and will maintain the highest standards of cleanliness and presentation across the club. You will always aim to provide a welcoming and safe environment, adhering to company policies and legal requirements, especially concerning the privacy and security of members and guests.

Team collaboration will be an important part of your role. You will foster teamwork by respecting the perspectives and privacy of both club members and colleagues. Engaging in team training and offering constructive feedback to improve processes and member satisfaction will be key. You will also support colleagues during peak periods, ensuring tasks are shared efficiently. Encouraging open communication and contributing positively to team objectives will help create a productive and supportive work environment.

Operationally, you will ensure that all assigned tasks are completed promptly and in line with company guidelines. You will help maintain cleanliness and safety in all areas, adhering to health and safety standards. You will assist in preparing reports and operational activities, and address any operational issues promptly, escalating concerns when necessary. Additionally, you will help reduce waste and control utility consumption, contributing to the overall operational efficiency. By maintaining an organised and efficient working environment, you will ensure that all tools, equipment, and resources are used properly.

Health and safety will also be a key responsibility, ensuring that all protocols are followed to provide a safe working environment for both guests and colleagues. You will attend health and safety briefings and training sessions and ensure appropriate signage is used when needed.

What We Desire:

• Proactive, dependable, and customer-focused team player
• Strong collaborator who supports team goals and maintains a positive dynamic
• Anticipates member needs and strives to exceed expectations
• Reliable and punctual; consistently meets deadlines and maintains productivity
• Adaptable with a positive attitude toward change
• Strong communication skills with a solution-focused mindset
• Excellent time management, attention to detail, and commitment to quality
• Experience in a customer-facing role (leisure, fitness, or hospitality preferred)
• Follows safety, cleanliness, and grooming standards
• Desirable but not essential: pool attendant experience, first aid, or pool plant knowledge
• Willingness to learn, develop, and accept feedback
• Flexible availability, including evenings and weekends
• Enthusiastic, service-driven, and dedicated to supporting smooth club operations

If you are enthusiastic, flexible, and committed to providing exceptional service, we would love to hear from you!