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Guest Experience Manager

The Roseate Edinburgh Ltd

City of Edinburgh

On-site

GBP 30,000 - 40,000

Full time

Yesterday
Be an early applicant

Job summary

A luxury hotel in Edinburgh is seeking a dedicated Guest Experience Manager to oversee the guest experience journey. The role involves ensuring a warm welcome, collaborating with staff for personalized stays, and handling VIP guests. Ideal candidates should possess hotel management experience, excellent communication skills, and a strong attention to detail. This position requires working weekends and provides opportunities for career development.

Benefits

Monthly service charge
Meals on duty
Employee recognition awards
Internal transfer opportunities
Preferential room rates for family & friends

Qualifications

  • Experience in a 5-star hotel environment is preferable.
  • Ability to work under pressure while maintaining attention to detail.
  • Excellent command of English, both spoken and written.

Responsibilities

  • Lead the guest experience journey ensuring warm welcomes.
  • Collaborate with various departments to personalize guest needs.
  • Handle VIP arrivals and special occasions with detail.
  • Continuously seek feedback to improve satisfaction scores.
  • Train and coach Front Office teams to deliver exceptional service.

Skills

Hotel Management
CRM tools
Attention to detail
Communication
Problem solving

Tools

Opera Cloud PMS

Job description

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The Roseate Edinburgh, located just five minutes from the
Haymarket railway station and less than 20 minutes’ drive from Edinburgh
Airport, has stood at the gateway to old-town Edinburgh since the 1860s. It has
witnessed the evolution of modern-day Edinburgh, offering a luxurious and
stylish city retreat with an authentic Scottish soul. Characterful, evocative
interiors, inspired by the neoclassical design of old-town Edinburgh, the
boutique hotel exudes timeless, understated charm and elegance.

Refined, relaxed and intimate, it is a tranquil sanctuary
that seamlessly blends the story of the Scottish capital city and its
unparalleled history and lineage with contemporary, modern luxury and comfort.
Roseate Hotels & Resorts renowned for their mindful restoration of heritage
properties, immaculate hospitality and warm service promise an unforgettable
experience at The Roseate Edinburgh.

We are now looking for a Guest Experience Manager ready to
join a young and vibrant team and available to start immediately.

The ideal candidate must demonstrate genuine dedication and
show a commitment to consistent quality in our products and services.

The successful candidate:

  • Lead
    and oversee the guest experience journey, ensuring every guest receives a
    warm welcome, seamless check-in, curated in-stay experiences and a
    thoughtful farewell.
  • Collaborate
    with Front Office, Concierge, Housekeeping, and F&B to personalise and
    anticipate guest needs at every touchpoint.
  • Handle
    VIP arrivals, special occasions, repeat guests, and pre-arrival
    communications with a focus on detail and memory-making moments.
  • A
    can-do positive attitude and to work in accordance to Small Luxury of The
    World SOP’s
  • Continuously
    seek feedback and implement strategies to improve satisfaction scores for
    hotel on all online review platforms
  • Familiarity
    with hotel guest engagement systems, CRM tools, and property management
    systems ( Opera Cloud PMS Preferable)
  • Lead,
    train and coach the Front Office teams to deliver exceptional guest
    service aligned with five-star and luxury standards
  • Mentor
    team members on anticipating guest needs, resolving guest complaints in a
    solution orientated manner and creating memorable experiences.
  • A
    hands-on approach
  • Ability
    to identify business leads for Rooms, MICE and F&B sales opportunities
    with the hotel In house guests and communicate business leads to our
    internal Sales Teams

As a Guest Experience Manager, you will be at the heart of
curating refined, memorable stays that resonate long after departure. With a
deep understanding of what elevates hospitality into something extraordinary,
you’ll bring fresh perspectives to enhance every phase of the guest journey from
anticipation before arrival to thoughtful follow-up beyond their stay. Your
role will be instrumental in crafting meaningful connections that enrich our
reputation and inspire lasting guest loyalty.

  • Monthly
    service charge
  • Meals
    on duty
  • Provision
    and laundry of uniform
  • Employee
    recognition awards
  • Performance
    review and personal development plan
  • Internal
    transfer and promotion opportunities
  • Support
    in the development of your career
  • Hands
    on approach
  • Preferential
    room rates within the hotel group for yourself and family & friends

Entry Requirements:

  • Hotel
    Management experience within a 5* star environment is preferable.
  • Knowledge
    in Opera Cloud PMS is preferable
  • Possess
    the ability to work under pressure whilst maintaining attention to detail.
  • Has
    an excellent command of English, both spoken and written
  • Display
    a polite and professional attitude to internal and external guests.

The successful candidate will be able to multi-task, have a
confident personality, work well under pressure, and communicate effectively
with both our guests and fellow team members.

Weekend work is required as part of the role

In line with current legislation requirements, you must be
eligible to work within the UK or already hold a full and valid work visa.
Those not meeting the above requirements will not be considered.

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