Guest Services Agent

TN United Kingdom; City of Edinburgh; On-site; GBP 40,000 - 60,000; Full time

Job summary

An established industry player in hospitality seeks a Guest Services Agent to enhance the luxury experience for guests. This role involves providing exceptional front office services, ensuring every guest feels welcomed and valued. With a focus on creating memorable moments, you'll assist in managing guest queries and contribute to the hotel's operational excellence. Join a team that values personal development and offers numerous perks, including discounted stays and meals, while working in a historic setting that embodies Scottish hospitality. If you are warm, energetic, and passionate about service, this opportunity is perfect for you.

Benefits

Free healthy meals when on duty

50% off Food & Beverage Venues

Discounted use of Leisure Facilities

Discounted hotel stays

Go Hilton Recognition Platform

Opportunities for personal development

Fully funded apprenticeships

28 days of Annual Leave

Flexibility to purchase additional holiday days

Qualifications

• Passion for delivering exceptional service and creating memorable guest experiences.
• Ability to inspire and lead with a proactive and positive approach.

Responsibilities

• Provide front office services for guests from check-in to check-out.
• Maximise room occupancy using up-selling techniques.

Skills

Customer Service

Hospitality Management

Communication Skills

Problem-Solving

Education

High School Diploma

Hospitality Management Degree

Tools

Property Management Systems

Job description

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Contract type: Permanent

Hours: Full Time

Posted date: 31/03/2025

Our Story:

The Caledonian Edinburgh has embodied the best in Scottish hospitality for over a hundred years. Situated at the West End of Princes Street, this former Victorian railway hotel nestles in the shadow of the Edinburgh Castle, within walking distance of Princes Street Gardens, the Royal Mile and Edinburgh’s Old Town, a UNESCO World Heritage Site.

Located in the heart of Scotland’s capital, we are proud to celebrate The Caledonian’s stories, anecdotes and memories over the last 120 years in Edinburgh. We would love for you to embark on the journey to our next chapter, The Caley Way! We’re delighted to be recruiting for our newly reimaged bedrooms and guest experience. At The Caledonian Edinburgh, the comfort of our guests is of paramount importance and this commitment is reflected in each guest room. Our rooms and suites have been designed to depict the vast landscape of Scotland and its stories. Drawing inspiration from the original Caledonian Railway crests set atop the hotel’s Grand Staircase, the newly reimaged guest rooms and suites celebrate three of Scotland’s prominent cities, and previous capital cities, Edinburgh, Stirling and Inverness.

Our Management Company:

As part of the Klarent Hospitality Portfolio, we are dedicated to offering our team excellent opportunities for growth and development. We take great pride in recognising and rewarding the hard work, commitment and long service of our exceptional team members.

Klarent Hospitality operates branded hotels in key locations across the UK and Ireland. We nurture talent and smart investment to drive superior performance and growth.

• Competitive Hourly Rate of £12.00
• Free and healthy meals when on duty.
• 50% off our Food & Beverage Venues – The Court & Caley Bar
• Discounted use of Leisure Facilities
• Stays in our hotels at discounted prices
• Go Hilton Recognition Platform
• Opportunities for your personal development within the Hotel Group Brand Portfolio
• Fully funded apprenticeships – T&Cs apply
• 28 Day of Annual Leave, increasing with long service
• Flexibility to purchase additional holiday days
• We can coach, train and develop you to help find your passion - whether it is exploring your first role or your next step in the exciting world of hospitality!

The Role:

As our Guest Services Agent, you will be an integral part of delivering an exceptional luxury experience, ensuring that each guest’s journey is nothing short of extraordinary. Your role will be essential in shape memorable moments for our guests from the very first welcome to the final farewell. Here’s a glimpse into what your day may entail:

• You will provide front office services for guests to contribute to an overall exceptional experience from check-in through check-out.
• Assist with and complete audits, as required.
• Achieve positive outcomes from guest queries in a timely and efficient manner
• Ensure that both the Front of House Manager and Duty Managers are kept fully aware of any relevant feedback from guests and, or other departments
• Attend appropriate training courses, when required, and be an integral part with the Day / Night Team's training and development efforts
• Demonstrate a knowledge of hotel room categories, room rates, packages, promotions, and other general product knowledge necessary to perform daily duties.
• Maximise room occupancy and use up-selling techniques to promote hotel services and facilities.
• Use the correct procedures regarding the acceptance of foreign currencies, credit cards and cash in accordance with the hotel credit policy
• Comply with hotel security, fire regulations and all health and safety legislation.
• Act in accordance with policies and procedures when working with front of house equipment and property management systems

In this key role, you will be at the heart of creating a truly luxurious experience, elevating every guest’s stay to a level of refinement and excellence that defines The Caley Way.

What Do We Desire:

• A genuine passion for excellence and a continuous desire to learn and evolve.
• A proactive, positive approach with a natural ability to inspire and lead.
• A genuine commitment to delivering exceptional service for both our guests and team members.
• Flexible and adaptable to support the wider hotel as and when required.
• Are you a warm, energetic and passionate individual with a genuine desire to create unforgettable experiences for our guests? If you are eager to be part of a team dedicated to deliver unparalleled luxury and exceptional service, we’d love to have you join us!