Guest Services Manager

A fantastic opportunity for a Guest Services Manager to join our team at Inter Continental 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.

Inter Continental® 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 Inter Continental® experience combined with our unique character and charming building, home to Scotland’s first Le Petit Beefbar Restaurant!

• 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 Inter Continental 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

• 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

• 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
• Prove…