Guest Services Manager

IC - Edinburgh The George (EDIGS); City of Edinburgh; On-site; GBP 29,000 - 35,000; Full time

Benefits offered by this job

Complimentary stay

F&B discounts

Spa discounts

Training progression

Volunteer days

Wagestream

Meals on duty

Life insurance

Mental Health support

Employee assistance

Job summary

IHG Hotels & Resorts is recruiting for a Guest Services Manager at InterContinental Edinburgh The George. You’ll lead the front desk team, ensure a warm welcome and personalised service throughout guests’ stay, and help drive a 5-star experience.

The role follows a 4-on, 4-off shift pattern with a salary of £32,136 per year. You’ll engage with loyalty programs, manage guest issues, and collaborate across hotel departments to deliver exceptional service. Must be eligible to work in the UK.

Qualifications

• Front Office duty management and/or team leadership experience for 2+ years in a property of similar size & standard.
• Experience handling complex service recoveries and guest complaints.
• Proven track record with loyalty schemes enrolments and guest programmes.
• Awareness of market trends and ability to implement initiatives.
• Good understanding of systems to drive results; Opera experience a plus.
• Willingness to support across hotel departments to ensure 5-star service.

Responsibilities

• Support the Front Office Manager to greet guests and anticipate needs throughout their stay.
• Communicate internally and externally to ensure a personalised guest experience.
• Support Front Office and wider hotel teams to deliver seamless service.
• Lead and motivate team; ensure training and confidence in all roles.
• Manage the shift, handle complex guest requests or complaints, complete tasks.
• Work across Days, Nights and Evenings including weekends and bank holidays.

Skills

Front Office leadership

Guest service excellence

Loyalty programs experience

Market trend awareness

Decision making under pressure

Tools

Opera PMS

Job description

A fantastic opportunity for a Guest Services Manager to join our team at InterContinental Edinburgh the George!
We are offering a salary of £32,136.00.
This assignment is based on a 4-on, 4-off shift pattern - any overtime worked, paid at the end of the month.

InterContinental® Edinburgh The George Hotel is full of culture and has been serving guests since 1881, so we know what it takes to provide an alluring guest experience and a personal and attentive service. We provide an exciting mix of a luxury InterContinental® experience combined with our unique character and charming building, home to Scotland’s first Le Petit Beefbar Restaurant!

What’s in it for you as our Guest Services Manager:

• Becoming part of the IHG Hotels & Resorts family, one of the world’s leading hotel companies - which means global opportunities.
• Complimentary stay for you+1 in our Hotel upon successful completion of probation, generous discounts across our F&B outlets at Kimpton Charlotte Square and InterContinental Edinburgh The George, plus Spa & Gym discounts at our Kimpton property.
• Extensive training, opportunities for career progression across the world, plus 2 paid days volunteering per year with a cause of your choice
• Wagestream - a financial wellbeing app giving you the opportunity to save, track and withdraw your pay as you earn it.
• Apart from Meals whilst on duty, we also provide every employee company sick pay and life insurance, Mental Health First Aiders on Duty, and access to Employee Assistance Programs.
• 31 days holiday each year, including bank holidays, this increases up to a maximum of 33 days (Pro Rated) & Enhanced Family Leave (you can ask more details at the interview).
• Amazing discounts for our hotels and restaurants around the world, plus discounts from over 15,000 stores – all the way from retail to cinema!
• Don’t forget, bring your friends and take part in our generous ‘Refer a Friend’ programme!

Our Guest Services Managers ensure a guest is met with a genuine welcome and that their needs are attended throughout their stay. No detail is too small, and no request is too large.
Guest Services Managers communicate both internally within the front office and externally, both with the wider hotel team and immediate locale to ensure the guest experience is personalised and always exceeds expectation

Your key responsibilities will be:

• Supporting the Front Office Manager to ensure each guest is met with a genuine welcome and that their needs are attended throughout their stay (No detail is too small, and no request is too large)
• Communicating both internally within the front office and externally, with the wider hotel team and immediate locale, to ensure the guest experience is personalised and always exceeds expectations
• Supporting both the Front Office Team and wider Hotel Teams to ensure we are providing our guests with a seamless service
• Ensuring all Team Members have completed relevant training and are confident with all aspects of their role, you will be someone who enjoys to lead and motivate your team
• Managing the shift you are working, dealing with complex guest requests or complaints and making sure all tasks within the Team have been completed
• Working a variety of shifts including Days, Nights and Evenings (Weekends and Bank Holidays included) so you will have to be flexible and willing to work around Hotel demands

To succeed as a Guest Services Manager, you will need:

• Front Office duty management and/or team leadership experience for 2+ years in a property of similar size & standard
• Depth of experience dealing with complex service recoveries, you will be someone who is confident to make decisions regarding guest complaints to ensure a positive outcome for the guest and leading our team by example
• Proven track record with success at working with loyalty schemes and enrolments
• Have an awareness of market trends and the ability to implement new initiatives
• Good understanding of systems to support driving results, experience working with opera would be a plus
• Overall, a willingness to help out across our hotel departments to ensure our guests are receiving a 5-star personalised service throughout their stay!

At IHG, we believe there’s Room for You: Room to Grow (providing career development and learning opportunities), Room to Belong (fostering an inclusive environment where diverse employees can be their authentic selves), and Room to Make a Difference (empowering employees to have an impact on the guest experience and the business).

If you are someone who likes to bring your wisdom and local-know-how to a provide a truly personal and luxurious experience for our guests.

You must meet the legal requirements to work in the UK.

As a Disability Confident Committed Employer, we are committed to providing an inclusive and accessible recruitment process. Please let us know if you require any adjustments or support at any stage, and your recruiter will assist you accordingly.

At IHG Hotels & Resorts, we are proud to be an equal opportunity employer. We firmly believe that all our colleagues deserve to be treated equally and have the same opportunities to develop and grow their skills within our business and provide equal employment opportunities to all applicants and colleagues without regard to an individual's, race, colour, ethnicity, national origin, religion, sex, sexual orientation, gender identity or expression, age, disability, marital or familial status, veteran status or any other characteristic protected by law.