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IHG Hotels & Resorts; City of Edinburgh; On-site; GBP 34,000 - 41,000; Full time

Benefits offered by this job

Complimentary stay

Hotel discounts

Training & progression

Wagestream access

Sick pay & life insurance

Mental health support

Holiday entitlement

Store & cinema discounts

Refer a Friend

Job summary

IHG Hotels & Resorts is seeking a Front Office Manager for Kimpton Charlotte Square in Edinburgh. You will lead a team of Guest Services Managers, Front Office Receptionists and Nights Members to deliver heartfelt service and maintain guest loyalty.

The role requires rota planning, cross-department collaboration, and flexible shifts to meet hotel demands. From day one you’ll drive 5-star, personalized guest experiences while leveraging loyalty programs and collaborating with department heads.

Qualifications

• Front Office duty management or team leadership experience for 2+ years.
• Ability to handle complex service recoveries and guest complaints.
• Proven track record with loyalty schemes and enrollments.
• Awareness of market trends and ability to implement initiatives.
• Knowledge of systems to drive results; Opera experience a plus.

Responsibilities

• Manage Guest Services Managers, Front Office Receptionists, and Nights Team Members.
• Create rotas to ensure suitable cover across day and night shifts.
• Collaborate with HODs and Hotel Manager to enhance service.
• Lead service recovery efforts and promote guest loyalty.
• Work flexible shifts including Weekends and Bank Holidays.

Skills

Front Office duty management

Team leadership

Loyalty schemes

Decision making

Service recovery guidance

Tools

Opera

Job description

A fantastic opportunity for a Front Office Manager to join our team at Kimpton Charlotte Square!

You will earn £37,492.00

Kimpton Charlotte Square Hotel brings together traditional Edinburgh architecture with an exciting and fresh indoor feel, offering our guests a modern luxurious stay. Welcoming locals to relax in our Garden area (a must visit), experiencing mouth-watering food in BABA restaurant, or guests from far and wide being pampered in our state-of-the-art Spa – we cover it all!

What’s in it for you as our Front Office 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!

As a Front Office Manager your main duties and responsibilities will be:

• Managing our team of Guest Services Managers, Front Office Receptionists and Nights Team Members to support them to providing our guests with heartfelt human connections – coaching, mentoring and developing your team
• Creating rotas for your team to ensure suitable cover throughout the days and nights
• Working closely with other HODs and the Hotel Manager to continuously improve our service and identify areas which can be more effective
• Dealing with any high-level service recoveries which require additional support and training your team on how to deal with service recoveries whilst encouraging promotion of our loyalty scheme and improving our Guest Love scores
• 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 Front Office 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).

At Kimpton, our shared mission is to make lives better through heartfelt human connections. This emotional investment drives all that we do, and it’s why you’ll love the work, too. Our colleagues are empowered and encouraged to act from the heart, to go above and beyond to create ridiculously personal experiences for each other and our guests!

Our passion is YOU…come as you are!

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.

Kimpton Hotels & Restaurants crafts unique destinations that kindle heartfelt human connections. Our bespoke spaces blend spirit, style and delight to create an addictive culture of refined irreverence where locals, visitors & colleagues seamlessly connect.