客戶服務經理

We are looking for a Guest Services Manager (Full-Time) to join the glamour of InterContinental Life at our InterContinental Edinburgh the George Hotel…

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

As the largest luxury hotel brand in the world, we provide our guests with a brilliantly cosmopolitan stay of discreet luxury and culinary expertise. As a Guest Services Manager, your main duties and responsibilities will be:

• 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 expectation
• Ensuring all Team Members have completed relevant training and are confident with all aspects of their role 
• 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 and Evenings (Weekends and Bank Holidays included) so you will have to be flexible and willing to work around Hotel demands

We are looking for someone who can work 40 hours across 4 shifts per week on a 4-on, 4-off shift pattern (shift times will vary, including weekends and bank holidays). 

Joining us as a Guest Services Manager, 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.
• 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 Opera, Delphi, Microsoft suite
• Knowledge of a service optimization tool ‘Quore ’ is a plus

In return for bringing the InterContinental life to our guests, you can expect to receive…

• Financial security – £30,000.00 per annum, guaranteed hours, paid overtime, a free meal on shift, paid holidays, subsidised unsocial hour travel support and enhanced sick pay! Plus additional Front Office incentives such as the Loyalty and Upgrade incentive programmes. 
• Growth and development – extensive training, opportunities for career progression across the world, plus 2 paid days volunteering per year with a cause of your choice.
• Colleague perks  - worldwide discounted room rates and discounted F&B whilst on employee rate (IHG has over 6,000 hotels globally and growing), plus generous friends and family rate. Discounts through our portal on your supermarket shop, experiences and loads of retailers on our perks portal. 
• Wellbeing – generous maternity/paternity pay and subsidised childcare support, employee assistance programme available 24/7 and access to mental health first-aiders 
• Hotel specific benefits – 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 Hotel plus Spa and gym discounts at our Kimpton property

If you are someone who likes to bring your wisdom and local-know-how to a provide a truly personal and luxurious experience for our guests, apply today! Check out our Instagram page @InterContinentalEdinburghGeorge to see more. 

You must meet the legal requirements to work in the UK.

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.