Guest Services Manager - Nights

We are looking for an authentic and driven Guest Services Manager (Nights) 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), and we are offering a salary of £31,193.00.

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!

As a Guest Services Manager (Nights), we will support you to: 


* Be yourself - bringing the real you to work, with your unique personality we want you to be who you are!


* Lead yourself – we trust you to make decisions and exert your creativity in order to provide our guests with heartfelt human connections, we trust you to do right!


* Make it count – you matter, and we will provide you with all the tools you need in order to create ridiculously personalised experiences for our guests every day!

As a Guest Services Manager (Nights) your main duties and responsibilities will be:


* Supporting the Night Audit and closing of our outlets, managing the end of night cash count, and highlighting any discrepancies 


* Working with the Front Office Manager to ensure any late arrivals are met with a genuine welcome and that their needs are attended throughout the night (No detail is too small, and no request is too large)


* Communicating 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)


* 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 

So, we are looking for someone who has…


* Front Office duty management and 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 acros...