Guest Experience Supervisor

Mount Royal Hotel Edinburgh by The Unlimited Collection; City of Edinburgh; On-site; GBP 22,000 - 30,000; Full time

Benefits offered by this job

Genuine career opportunities

On-the-job training

Staff incentives

Job summary

Mount Royal Hotel Edinburgh by the Unlimited Collection is seeking a charming and engaging Reception Supervisor with a passion for service excellence. You will report to the Assistant Front Office Manager, working towards providing our guests with memorable experiences of the city.

The role focuses on guest services, check-ins/check-outs, and smooth coordination with the night team, ensuring financial accuracy and policy compliance.

Qualifications

• Effective communication skills in written and spoken English.
• Proven standards of customer service experience within a hospitality environment.
• Previous Front Office Supervisory experience (advantageous).
• Knowledge of Property Management Systems (PMS) (advantageous).

Responsibilities

• Guest Services: Ensure the team offers a warm welcome, accurate information, and guest comfort and safety.
• Guest Assistance: Offer recommendations, arrange transportation and excursions, and anticipate guest needs for an exceptional experience.
• Check-ins/Check-outs: Perform check-ins and check-outs following company procedures; handle special requests.
• Communication & Coordination: Maintain effective communication, support the night team, and ensure smooth operation through daily briefings and updated handover systems.
• Shift Duties: Ensure completion of set shift tasks, maintain handover system, and control the till; Upskill team members on tasks.
• Financial & Policy Compliance: Manage guest accounts, process payments, print financial reports, address discrepancies and adhere to policies.

Skills

English communication

Guest service

Front Office supervision

PMS knowledge

Tools

PMS

Job description

Mount Royal Hotel Edinburgh by the Unlimited Collection is seeking a charming and engaging Reception Supervisor with a passion for service excellence. You will report to the Assistant Front Office Manager, working towards providing our guests with memorable experiences of the city.

The role focuses on guest services, check-ins/check-outs, and smooth coordination with the night team, ensuring financial accuracy and policy compliance.