Guest Experience Lead - Front Office, Edinburgh

The Hoxton; City of Edinburgh; On-site; GBP 28,000 - 36,000; Full time

Benefits offered by this job

29 days holiday including bank hols

Pension and life insurance

Food on shift

Training and development

Volunteer days

Team events & celebrations

Discounts across The Hoxton

Job summary

The Hoxton Edinburgh is seeking a calm, quick-thinking Guest Service Manager to be the go-to person for guests and the team. Reporting to the Front Office Manager, you’ll deliver a naturally friendly, responsive level of service that makes guests feel valued and eager to return.

You’ll lead the day-to-day front office operations, inspire reception staff, and collaborate with the team to optimise rates and occupancy while maintaining a sharp, welcoming environment across our Edinburgh property.

Qualifications

• Experience delivering hospitality at a guest-facing front desk.
• Proven ability to lead and motivate a team in a fast-paced environment.
• Knowledge of hotel front desk systems (Opera Cloud or equivalent).

Responsibilities

• Support day-to-day front office operations and lead receptionists to create a seamless guest experience.
• Lead by example, keeping the team engaged, empowered and ready to help guests.
• Ensure correct rate usage, manage overbooking levels, and maximise occupancy.
• Act as the on-duty manager and primary point of contact for guests and staff.

Skills

Guest service

Team leadership

Front desk operations

Opera Cloud familiarity

Customer experience

Job description

The Hoxton Edinburgh is seeking a calm, quick-thinking Guest Service Manager to be the go-to person for guests and the team. Reporting to the Front Office Manager, you’ll deliver a naturally friendly, responsive level of service that makes guests feel valued and eager to return.

You’ll lead the day-to-day front office operations, inspire reception staff, and collaborate with the team to optimise rates and occupancy while maintaining a sharp, welcoming environment across our Edinburgh property.