Guest Service Manager

LGH Hotels Management Ltd; City of Edinburgh; On-site; GBP 28,000 - 42,000; Full time

Benefits offered by this job

Employee discounts

IHG room benefit programme

Shopping discounts

Eye care

Counseling sessions

Cycle to work

Free meals on duty

Free parking

Job summary

LGH Hotels Management Ltd is seeking a Guest Service Manager to lead across the hotel operation, ensuring top service, guest satisfaction and smooth daily performance. You will work closely with the General Manager and Operations Manager to coach teams and maintain brand standards throughout Reception, F&B and Housekeeping.

As a visible leader, you’ll be on the floor, engage guests, and drive improvements in guest experience, loyalty recognition and premium service during busy periods.

Qualifications

• Experience leading teams in hospitality.
• Proven ability to coach and motivate staff.
• Focus on guest satisfaction and brand standards.

Responsibilities

• Deliver outstanding customer service across Reception, Conference & Events, Restaurant & Bar and Housekeeping.
• Coach and motivate the team to deliver exceptional guest experiences.
• Promote upselling opportunities across Food and Beverages outlets.
• Handle guest feedback professionally and support VIP arrivals and loyalty recognition.

Skills

Leading people

Guest service

Team collaboration

Upselling opportunities

Job description

Holiday Inn Edinburgh

Check out the hotel on our virtual tour!

The Opportunity

This is a truly flexible, multi skilled position working across the full hotel operation, adapting to the needs of the business and supporting teams wherever great service is needed most. We are looking for a Guest Service Manager who will play a key role in delivering exceptional guest experiences across all departments within the hotel. Working closely with the General Manager and Operations Manager; this role is responsible for ensuring high service standards, driving guest satisfaction, supporting daily operations and creating memorable experiences for guests throughout their stay.

The Guest Service Manager acts as a visible leader within the operation, supporting the team on the floor, handling guest feedback professionally and ensuring all outlets operate efficiently while maintaining brand standards. No two days will be the same — and that’s exactly what makes this role so rewarding.

What You’ll Be Responsible For

• Delivering outstanding customer service across all areas such as Reception, Conference & Events, Restaurant & Bar and Housekeeping
• Delivering friendly, professional and attentive service to guests in a fast-paced environment.
• Ensuring all public areas, guest spaces and operational areas are maintained and presented to the highest possible standards.
• Being visible, approachable and engaged, helping guests feel welcomed, supported and valued.
• Working collaboratively with colleagues across the hotel to ensure smooth operations.
• Coach and motivate the team to deliver exceptional guest experiences.
• Taking pride in high standards, attention to detail and a job well done.
• Handle guest satisfaction scores and implement improvements were needed.
• Support VIP arrivals, loyalty member recognition and special occasions.
• Promote upselling opportunities across all Food and Beverages outlets.

Benefits

• Our enviable employee discounts on bedroom rates across the LGH hotel portfolio.
• Access to the IHG employee room benefit programme across their global portfolio. (T&Cs apply).
• Shopping discounts - ranging from groceries, fashion, travel, utilities, days out, and even holidays.
• Eye care
• Free legal & money advice
• Counseling sessions
• Hospital & death benefit plans
• Cycle to work scheme
• Wellbeing tips and support fitness videos
• Recipe ideas
• Advice on keeping active and healthy living
• Wellbeing podcasts and tv
• Breathing exercises
• 24/7 advice and support line
• Team reward & recognition
• Free meals on duty
• Free parking

Who This Role Is For

• Thrives on leading people – you enjoy coaching, developing others and creating a positive, high-performing team environment
• Finds purpose in great service – you take pride in making guests feel welcome, relaxed and genuinely cared for
• Leads from the front – you’re hands-on, visible and energised by being in the operation, not behind the scenes
• Enjoys creating calm in busy settings – you stay focused and supportive even during peak times
• Think ahead and spots opportunities – you’re always looking for ways to improve the experience for guests and the team
• Balances people and performance – you care about both team wellbeing and delivering strong results
• Embraces change and innovation – you’re comfortable with technology, new ways of working and evolving guest expectations
• Wants to make a difference – not just run a shift, but shape a space where guests and colleagues feel they belong

Hotel

The Holiday Inn Edinburgh is perfectly situated between Edinburgh Airport and the city centre, making it an ideal base for exploring all the attractions and sights that Edinburgh has to offer. Our Academy Conference Centre, located on the 5th floor with panoramic views of the Pentland Hills, features 14 meeting rooms and can accommodate up to 120 guests.

The hotel offers 303 bedrooms, including Executive and Family rooms. Guests can enjoy a variety of dining options, including the excellent Traders Restaurant, a café, and a relaxing bar. Additionally, we provide a fully equipped gymnasium, swimming pool, sauna, and spa to help you relax and unwind.

About Us

Looking for an exciting career in the hospitality industry? Look no further than LGH Hotels Management! With a growing portfolio of 42 hotels throughout the UK, including globally recognised brands such as Crowne Plaza, Holiday Inn, and Best Western, all located in prime locations, we are the premier destination for those seeking a fulfilling career in hospitality. Join our dynamic team and be a part of shaping the future of the UK hospitality industry.