Guest Service Manager

Holiday Inn Edinburgh

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This is a truly flexible, multi skilled position working across the full hotel operation, adapting to the needs of the business and supporting teams wherever great service is needed most. We are looking for a Guest Service Manager who will play a key role in delivering exceptional guest experiences across all departments within the hotel. Working closely with the General Manager and Operations Manager;

this role is responsible for ensuring high service standards, driving guest satisfaction, supporting daily operations and creating memorable experiences for guests throughout their stay.

The Guest Service Manager acts as a visible leader within the operation, supporting the team on the floor, handling guest feedback professionally and ensuring all outlets operate efficiently while maintaining brand standards. No two days will be the same — and that’s exactly what makes this role so rewarding.

• Delivering outstanding customer service across all areas such as Reception, Conference & Events, Restaurant & Bar and Housekeeping
• Delivering friendly, professional and attentive service to guests in a fast-paced environment.
• Ensuring all public areas, guest spaces and operational areas are maintained and presented to the highest possible standards.
• Being visible, approachable and engaged, helping guests feel welcomed, supported and valued.
• Working collaboratively with colleagues across the hotel to ensure smooth operations.
• Coach and motivate the team to deliver exceptional guest experiences.
• Taking pride in high standards, attention to detail and a job well done.
• Handle guest satisfaction scores and implement improvements were needed.
• Support VIP arrivals, loyalty member recognition and special occasions.
• Promote upselling opportunities across all Food and Beverages outlets.

• Our enviable employee discounts on bedroom rates across the LGH hotel portfolio.
• Access to the IHG employee room benefit programme across their global portfolio. (T&Cs apply).
• Shopping discounts - ranging from groceries, fashion, travel, utilities, days out, and even holidays.
• Eye care
• Free legal & money advice
• Counseling sessions
• Hospital & death benefit plans
• Cycle to work scheme
• Wellbeing tips and support fitness videos
• Recipe ideas
• Advice on keeping active and healthy living
• Wellbeing podcasts and tv
• Breathing exercises
• 24/7 advice and support line
• Team reward & recognition
• Free meals on duty
• Free parking

• Thrives on leading people – you enjoy coaching, developing others and creating a positive, high-performing team environment
• Finds purpose in great service – you take pride in making guests feel welcome, relaxed and genuinely cared for
• Leads from the front – you’re hands-on, visible and energised by being in the operation, not behind the scenes
• Enjoys creating calm in busy settings – you stay focused and supportive even during peak times
• Think ahead and spots opportunities – you’re always looking for ways to improve the experience for guests and the team
• Balances people and performance – you care about both team wellbeing and delivering strong results
• Embraces change and innovation – you’re comfortable with technology, new ways of working and evolving guest expectations
• Wants to make a difference – not just run a shift, but shape a space where guests and colleagues feel they belong

The Holiday Inn Edinburgh is perfectly situated between Edinburgh Airport and the city centre, making it an ideal base for exploring all the attractions and sights that Edinburgh has to offer. Our Academy Conference Centre, located on the 5th floor with panoramic views of the Pentland Hills, features 14 meeting rooms and can accommodate up…