Guest Service Manager

Accor; City of Edinburgh; On-site; GBP 28,000 - 45,000; Full time

Benefits offered by this job

Competitive salary

29 days holiday

Pension and life insurance

Free shift meals

Training and development

Job summary

Accor's Hoxton hotel in Edinburgh is seeking a hands-on Front Office Leader to guide receptionists and deliver a consistently memorable guest experience from arrival to checkout, every day, across stays of all lengths.

Lead by example to keep the team engaged, ensure rate integrity and occupancy, act as the on-demand manager, and resolve issues with warmth, efficiency, and a positive spirit.

Qualifications

• Be yourself; no clones in suits.
• Passion for hospitality in any form.
• Leave guests with a memorable experience.
• Able to drop egos and get things done.
• Willing to try new approaches.
• Good sense of humor in a lift.
• Team player who supports colleagues.
• Opera Cloud familiarity is a plus.
• Natural leader who sets the example.
• Positive impact on guests you meet.

Responsibilities

• Oversee day-to-day front office operations and lead receptionists to deliver a memorable guest experience.
• Inspire and empower your team, keeping them motivated and supported.
• Ensure rate integrity, manage overbooking, and maximise full occupancy.
• Be the main contact and manager on duty, resolving issues with the team.

Skills

Leadership

Team management

Guest service

Problem solving

Tools

Opera Cloud

Job description

What's in it for you...

• Become part of a team that's very passionate about creating great hospitality experiences.
• Competitive salary.
• 29 days holiday (including bank holidays), pension and life insurance.
• Food on us during your shift.
• Training to get you settled into your role with ongoing development that helps you think, make and thrive to set you up for success at work.
• Time off to volunteer with one of our partner charities.
• Hox Hero and Nifty Fifty, our rewards for going the extra mile and living our values.
• An annual diversity and inclusion calendar of events creating opportunities for you to learn, celebrate and make a positive impact.
• Regular team get togethers, from our High Fives to our (pretty special!) team parties - we know how to have a good time!
• The chance to challenge the norm and work in an environment that is both creative and rewarding.
• Join an innovative, fast-growing, international group that is shaking things up on the hospitality scene.
• Excellent discounts across The Hoxton and the global Ennismore family.

What you'll do...

• Support the running of our day-to-day front office, leading and inspiring our receptionists to create a memorable, effortless Hox experience for our guests - from when they arrive, over the course of their stay and until they get their bill and head off again.
• Lead your team by example, keeping them involved and motivated; help them feel empowered and supported, confident in providing top experiences for our guests and comfortable turning to you with questions.
• Contribute to our success as a business, by making sure the right rates are being used, managing overbooking levels and working with the team to make sure we have a full and happy house.
• Make sure everything is running smoothly and looking sharp, being our guests and the team main contact person and manager on duty, working with the team to find solutions to any hick ups.

What we're looking for...

• Individuals. You're looking for a place where you can be you; no clones in suits here.
• Passion for hospitality - whether that's a drink, a meal, an event or a bed for the night.
• You're all about having a positive impact on the people you interact with, leaving them with a memorable experience.
• You're not precious. We leave our egos at the door and help get things done.
• You're up for doing things differently and trying (almost) everything once.
• If we got stuck in a lift together, we'd have a good time and share a few laughs.
• You want to be part of a team that works hard, supports each other, and has fun along the way.
• If you're familiar with Opera Cloud or similar front desk operating system would be a big advantage.
• A natural at leading and managing others, you lead by example and create an environment where your team can be their best self.
• You're all about having a positive impact on the people you interact with, leaving them with a memorable experience.