Night Guest Services Manager -

Kimpton Hotels & Restaurants; City of Edinburgh; On-site; GBP 32,000; Full time

Job summary

A Luxury Hotel in Edinburgh seeks a Night Guest Services Manager to manage night operations and ensure exceptional guest experiences. Responsibilities include team leadership, handling complex guest requests, and overseeing the night audit. Ideal candidates will have over 2 years of Front Office management experience and a track record in service recovery. This role offers a comprehensive benefits package and the opportunity for career progression.

Benefits

Paid holidays

Subsidised travel support

Discounted room rates

Free meals on shift

Generous maternity/paternity pay

Qualifications

• 2+ years of experience in Front Office management at a similar property.
• Experience dealing with complex service recoveries.
• Ability to implement new initiatives and awareness of market trends.

Responsibilities

• Support Night Audit and manage cash counts.
• Ensure late arrivals are welcomed and attended to.
• Conduct relevant safety checks for team and guests.
• Manage shift operations and guest requests.

Skills

Front Office duty management

Team leadership

Complex service recoveries

Decision making regarding guest complaints

Experience with loyalty schemes

Good understanding of systems

Tools

Opera

Job description

Night Guest Services Manager

We are looking for an authentic and driven Night Guest Services Manager to join us on a full‑time basis at Kimpton Charlotte Square Hotel and embrace your unique, best self to provide our guests with heartfelt human connections!

This assignment is based on a 4‑on, 4‑off shift pattern (12‑hour shifts), with a salary of 31,193.00 per annum, guaranteed hours, paid overtime, a free meal on shift, paid holidays, subsidised unsocial hour travel support and enhanced sick pay! Plus Tronc paid monthly if in eligible role.

Kimpton Charlotte Square Hotel brings together traditional Edinburgh architecture with an exciting and fresh indoor feel, offering our guests a modern luxurious stay.

Overview

Night Guest Services Manager responsibilities include supporting the Night Audit, closing outlets, managing cash count, ensuring late arrivals receive a genuine welcome, communicating internally and externally, ensuring team training, managing the shift, dealing with complex guest requests or complaints, and leading the team.

Responsibilities and Duties

• Support the Night Audit and closing of our outlets, manage the end‑of‑night cash count, and highlight any discrepancies.
• Work with the Front Office Manager to ensure late arrivals are met with a genuine welcome and that their needs are attended throughout the night.
• Communicate internally within the front office and externally, both with the wider hotel team and immediate locale, to ensure the safety of our guests and team members throughout the night (completing relevant safety checks as required).
• Ensure all Team Members have completed relevant training and are confident with all aspects of their role.
• Manage the shift, dealing with complex guest requests or complaints and making sure all tasks within the team have been completed.

Qualifications

• Front Office duty management and team leadership experience for 2+ years in a property of similar size standardli>
• Depth of experience dealing with complex service recoveries and confidence to make decisions regarding guest complaints.
• Proven track record of working with loyalty schemes and enrolments.
• Awareness of market trends and ability to implement new initiatives.
• Good understanding of systems to support driving results; experience working with Opera is a plus.
• Willingness to help out across hotel departments to ensure 5‑star personalised service throughout guests' stay.

Benefits

• Financial security – 31,193.00 per annum, guaranteed hours, paid overtime, a free meal on shift, paid holidays, subsidised unsocial hour travel support and enhanced sick pay; plus Tronc paid monthly if in eligible role.
• Growth and development – extensive training, opportunities for career progression across the world, plus 2 paid days volunteering per year with a cause of your choice.
• Colleague perks – worldwide discounted room rates and discounted F&B whilst on employee rate, generous friends and family rate, discounts through portal on supermarkets, experiences and retailers.
• Well‑being – generous maternity/paternity pay, employee assistance programme available 24/7, and access to mental health first‑aiders.
• Hotel specific benefits – complimentary stay for you+1 upon successful completion of probation, generous discounts across our F&B outlets at Kimpton Charlotte Square and InterContinental Edinburgh The George Hotel plus Spa and gym discounts at our Kimpton property.

Eligibility

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

Equal Opportunity Statement

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.

Apply

If you are someone who likes to march to the beat of their own drum and wants to join a company which encourages authentic individuality, apply today to join us as a Night Guest Services Manager! Start your journey with us today.