Guest Service Manager

About the role

The Hoxton Edinburgh, the group's first hotel in Scotland and its first in the West End, is looking for a calm, quick-thinking Guest Service Manager. Reporting to the Front Office Manager, you will provide a friendly, helpful and responsive service to every guest, treating them as individuals. The hotel sits across 11 Georgian townhouses and includes 214 bedrooms, a bar, an Italian restaurant, a cinema and an event space.

Key responsibilities

• Support the day-to-day running of the front office and lead and inspire the receptionists to deliver a seamless guest experience from arrival to departure.
• Lead by example, keeping the team involved, motivated and confident in handling guest needs.
• Ensure the right rates are used, manage overbooking levels and help keep the house full and happy.
• Act as the main contact and manager on duty, keeping everything running smoothly and solving issues with the team.

Required profile

• Passion for hospitality and a desire to leave guests with a memorable experience.
• Natural at leading and managing others, leading by example.
• Team player who is not precious and enjoys sharing a laugh.
• Openness to trying almost everything once.

Required skills

• Familiarity with Opera Cloud or a similar front desk operating system is a big advantage.

What we offer

• Competitive salary and 29 days holiday including bank holidays.
• Pension and life insurance.
• Food on us during shifts, training and ongoing development.
• Volunteering time off with partner charities and a rewards programme.
• Annual diversity and inclusion events, regular team get-togethers and excellent discounts across The Hoxton and the Ennismore family.