Guest Relations Manager

Malmaison Belfast; City of Edinburgh; On-site; GBP 80,000 - 100,000; Full time

Job summary

A leading hospitality group is seeking a Guest Relations Manager in Edinburgh to ensure exceptional guest experiences. The role entails leading the Front Office team, maintaining high service standards, and fostering communication between staff and management. Ideal candidates will have proven experience, excellent attention to detail, and a passion for customer service. Responsibilities include maintaining service levels, exploring sales opportunities, and providing leadership. The company is committed to promoting from within and values enthusiastic team players who aim to create memorable guest experiences.

Qualifications

• Proven experience in a similar role.
• Excellent attention to detail and time management skills.
• Enthusiastic individual with a passion for customer service.
• Team-oriented mindset focused on creating memorable guest experiences.
• A desire to build upon leadership and team-management skills.
• Effective daily communication with Front of House, Maintenance, Housekeeping and senior Management.

Responsibilities

• Maintain levels of service that consistently exceed guest expectations.
• Provide leadership and support to all members of the Front Office team.
• Build a culture of feedback sharing and improvement with all teams.
• Ensure the correct ambience is maintained at all times.
• Meet Front Office targets and support the Front of House Manager.
• Maintain billing and revenue control.
• Explore sales opportunities through up-selling techniques.

Skills

Attention to detail

Time management

Customer service

Team-oriented mindset

Job description

Guest Relations Manager, Fraser Suites Edinburgh

12 – 26 St Giles Street, Edinburgh, United Kingdom, EH1 1PT

Full Time – 4 on/4 off shift pattern

Frasers Hospitality, a member of Frasers Property Group, is a global hospitality leader. As the world’s leading brand in serviced apartments and hotel residences, we deliver gold standard hospitality in cities across Asia, Australia, Europe, the Middle East and Africa. A true global brand with a friendly feel, our staff are connected through our shared vision and four core values, collaborative, real, respectful, and progressive. Passionate about promoting from within, our culture is fostered by the continual learning and development needs of our staff.

Frasers Hospitality owns and operates 7 properties in the UK. Brands include Fraser Suites, Fraser Place and Fraser Residence, as well as Park International Hotel. These perfectly located properties can be found in London, Edinburgh and Glasgow providing guests with a comfortable and luxurious experience. Perfect for both business and leisure travellers, our accommodations are available for both short and long stays.

Responsibilities

• Maintain levels of service that consistently exceed guest expectations and deliver positive memorable experiences.
• Provide leadership and support to all members of the Front Office team, ensuring they are equipped to fulfil their duties while acting as the Management representative during these hours.
• Build a culture of feedback sharing and improvement with all teams.
• Ensure the correct ambience (music, lighting, temperature, flowers, cleanliness and language) is maintained at all times and work in accordance with Standard Operating Procedures.
• Meet Front Office targets and support the Front of House Manager in achieving set targets and budgets.
• Maintain billing and revenue control at all times.
• Explore sales opportunities through up‑selling techniques and work with the Senior Sales Manager.

Qualifications

• Proven experience in a similar role.
• Excellent attention to detail and time management skills.
• Enthusiastic individual with a passion for customer service.
• Team‑oriented mindset focused on creating memorable guest experiences.
• A desire to build upon leadership and team‑management skills.
• Effective daily communication with Front of House, Maintenance, Housekeeping and senior Management.

You have proven experience in a similar role with excellent communication skills, being able to lead and inspire people to be their best. You are an enthusiastic individual with a passion for customer service who will enjoy working as part of an amazing team that shares the same passion – to create memories that our guests will remember. You have a hands‑on attitude with attention to detail and experience in the Front Office Department. If you are an excellent communicator and problem solver, this role will help you develop these skills further, bridging communication between customer and management. Eligibility to work in the UK is required.

To prioritise and elevate the guest experience across all levels of the hotel, you will take the lead from the Front of House area. You’ll be responsible for ensuring all staff deliver world‑class service, uphold the ‘Frasers Standard’ across all departments, and support the FOH Management and Operations Manager who you will report directly to.

Does this sound like you? Then click Apply Now.