Multi Site Guest Service Supervisor

Heeton Concept Hotels; City of Edinburgh; On-site; GBP 28,000 - 35,000; Full time

Job summary

Heeton Concept Hotels is seeking a Guest Services Supervisor to lead front desk operations and enhance guest experience at their Edinburgh locations. This role requires strong leadership skills and a commitment to outstanding customer service in a multi-site environment, offering competitive pay and benefits along with growth opportunities.

Benefits

Heeton Rewards scheme

Service-based annual leave

Employee & Friends/Family discounts

Referral scheme

Life Assurance and Income Protection

Voluntary benefits and schemes

Qualifications

• Experience in a front office or reception role within hospitality.
• Knowledge of hotel management systems like Stayntouch is a plus.

Responsibilities

• Oversee front desk operations ensuring efficient check-ins and check-outs.
• Deliver outstanding customer service and handle guest inquiries.
• Manage reservations, billing, and administrative tasks.

Skills

Customer Service

Leadership

Problem-Solving

Communication

Multitasking

Job description

We are committed to delivering exceptional service and creating unforgettable experiences for our guests. As a service-focused hotel, we prioritise professionalism, hospitality, and meticulous attention to detail. Our aparthotels offer a perfect balance of hotel comfort and home-like convenience, with stylish, modern accommodations designed for a seamless stay. From check-in to check-out, we take pride in providing a warm, welcoming, and hassle-free guest experience.

What We Offer Our Guest Services Supervisor

At Heeton Concept Aparthotel, we strive to create a workplace that is just as rewarding as the experience we provide for our guests. That’s why we offer acompetitive pay and benefits package, including:

• Exclusive access to the employee recognition & reward scheme - Heeton Rewards
• Service-based annual leave (increasing up to a maximum of 5 extra days)
• Employee & Friends/Family discounted rates at Heeton-operated hotels
• Referral scheme
• Life Assurance, Income Protection and Employee Assistance schemes
• Numerous voluntary benefits, including a buy holiday scheme, Cycle to Work, Medicash Health Plan, Childcare Scheme and many more
• Heeton is an expanding company that offers excellent career, training, and development opportunities.
• Fantastic career potential with one of the UK's fast-growing hotel operators
• Retention bonus on completion of 3 and 6 months of service

Your Role

As Guest Service (Front Office) Supervisor, you will be at the heart of our guest experience, ensuring smooth front desk operations and providing leadership to the reception team. You will assist with daily tasks while ensuring a welcoming and professional atmosphere for guests and team members.

This is a multi-site role for Heeton Concept Aparthotel—Queen Street, Edinburgh, and Heeton Concept Aparthotel—Stewart, Edinburgh, which are located less than a two-minute walk apart.

Key Responsibilities

• Oversee front desk operations, ensuring efficient check-ins and check-outs.
• Supervise day-to-day staffing needs.
• Educate and train team members in compliance with UK laws and safety regulations.
• Ensure staff are properly trained and have the tools and equipment to perform job duties.
• Ensure your team is adequately trained on systems, security, service and quality standards.
• Lead and support the reception team, providing guidance and training.
• Deliver outstanding customer service, handling guest inquiries and requests.
• Manage reservations, billing, and administrative tasks.
• Work closely with other departments to enhance the overall guest experience.
• Ensure brand standards and company policies are maintained.
• Monitor budget and control labour costs and expenses, focusing on rate strategy, building initiatives, and inventory management.
• Oversee night audit function and preparation of daily financial reports.
• Develop plans to increase occupancy through walk-ins and upselling at the front desk.

What We’re Looking For

• Previous experience in a front office or reception role within hospitality.
• Strong leadership and customer service skills.
• Ability to multitask and remain calm under pressure
• Excellent communication and problem-solving abilities.
• Knowledge of hotel management systems (e.g. Stayntouch) is a plus.

Heeton is all about building a workplace for the future. We believe in equal opportunities and celebrate diversity. We are an inclusive workplace where everyone is welcome and can be natural and the best versions of themselves.We recognise that we are on a journey concerning diversity and inclusion and would, therefore, welcome applications fromcandidates from underrepresented backgrounds.