Guest Relations Manager

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

Job summary

A leading hospitality brand based in Edinburgh is seeking a Guest Relations Manager. You will be responsible for ensuring exceptional service standards, leading the Front Office team, and achieving revenue targets through excellent customer interaction. The ideal candidate will have proven experience, attention to detail, and effective communication skills. This full-time role involves a 4 on/ 4 off shift pattern, promoting a positive work environment and memorable guest experiences.

Benefits

Heavily discounted Staff & Friends and Family Rates

Fully funded Apprenticeship programmes

High Street Discounts

Cycle to work scheme

Healthcare Cash Plans

Referral schemes

Uniforms provided

Wellness & National Campaign Days

Wagestream access to pay

Employee Assistance Programme

Additional day off for your birthday

Qualifications

• Proven experience in a similar role.
• Excellent attention to detail and time management skills.
• Enthusiasm for customer service.
• Desire for leadership development.
• Effective communication with multiple departments.

Responsibilities

• Ensure exceptional guest service experiences.
• Lead and support Front Office team members.
• Maintain ambience standards in the department.
• Achieve revenue targets through upselling.
• Support Front of House Manager to meet budgets.

Skills

Attention to detail

Time management

Customer service

Leadership

Job description

About The Role

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.

What you’ll be doing as a Guest Relations Manager:

• To maintain levels of service that consistently exceed the expectations of our guests and ensure we are giving positive, memorable experiences.
• Provide leadership and support to all members of the Front Office team, ensuring they are equipped to fulfil their duties whilst being the Management representative during their hours.
• Build a culture of feedback sharing and improvements with all teams.
• Understand the importance of music, lighting, temperature, flowers, cleanliness and language in the department to maintain the correct ambience at all times, and to work to the Standard Operational Procedures.
• Ensure all Front Office meets targets.
• Support the Front of House Manager in achieving all set targets and budgets through the year.
• Ensure billing and control of revenues are maintained at all times.
• Explore all sales opportunities through up‑selling techniques and working with our Senior Sales Manager.

What you need

• Proven experience in a similar role.
• Excellent attention to detail and time management skills.
• An enthusiastic individual with a passion for customer service.
• Enjoy working as part of a team that shares the same passion to create memorable experiences for our guests.
• 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 working 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. Please note to be considered for this role you must be eligible to work in the UK.

To prioritise and elevate the guest ‘customer’ experience across all levels of the hotel. As Front of House is our most guest‑focussed area, you will take the lead from there. You’ll be responsible for ensuring all staff are offering world‑class service to our guests and maintaining the ‘Frasers Standard’ across all departments in the property. You’ll be a direct support to the FOH Management and Operations Manager who you will report directly to.

You’ll support each Head of Department to improve / maintain the highest of service standards to ensure we lead with a guest first mentality. We want all guests to experience our ‘Wow’ service and deliver memorable experiences our guests will remember and value. To control resources, manage processes and cultivate understanding of the Front Office throughout the hotel. Your role will also require you to develop and maintain respect within staff and management, building a culture of rapport with our customers.

Benefits

• Heavily discounted Staff & Friends and Family Rates at Frasers Hospitality.
• Fully funded Apprenticeship programmes that support you in developing your career.
• High Street Discounts on a range of high street shops, experiences, holidays and much, much more.
• Cycle to work scheme – save up to 40% on a wide range of bikes.
• Healthcare Cash Plans – dental, optical, medical and more available from £5 per month.
• Referral schemes that pay up to £1500 for getting friends a job.
• Uniforms are provided.
• Wellness & National Campaign Days promote and encourage activities throughout the year.
• Wagestream – instant access to your pay as it’s earned; track wages in real‑time, stream up to 50% of earned money, get tips to manage money better and savings directly from salary.
• Wellbeing and mental health support – fully qualified Mental Health First Aiders in each property.
• Employee Assistance Programme – free, confidential advice available 24/7 to you and your family.
• Additional day off for your birthday.

Probationary Period Rewards

• Bonus Plan based on clear and transparent KPIs.
• Life Assurance.

Our Sustainability Goals

• 100% of our electricity is generated using renewable energy.
• We recycle, have removed single‑use plastic from daily operation and are members of Green Tourism with all UK properties boasting Silver or Bronze accreditations.
• We have moved to a chemical‑free cleaning system in our properties with an enzyme‑based eco‑friendly system for apartment kitchens.
• Volunteer to work for sustainable charities 2 days per year on full pay instead of your normal workplace.

Interested? Click Apply Now.

Frasers Hospitality is an equal opportunities employer and welcome applications from all suitably qualified persons regardless of their race, sex, disability, religion/belief, sexual orientation or age.