Night Guest Services Manager

A fantastic opportunity for a Night Guest Services Manager to join our team at Kimpton Charlotte Square!

This assignment is based on a 4-on, 4-off shift pattern, 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!

What’s in it for you as our Night Guest Services Manager:

• 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 InterContinental 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 Night’s Guest Services Manager ensures late arrivals are met with a genuine welcome and that their needs are attended throughout their stay. 

Night’s Guest Services Managers support the Night Audit and closing of our outlets, managing the end of night cash count, and highlight any discrepancies. They 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.

Your key responsibilities will be:

• Supporting the Night Audit &closing of our outlets, 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

To succeed as a Night Guest Services Manager, you will need:

• 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 

• 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 across our hotel departments to ensure our guests are receiving a 5-star personalised service throughout their stay!

At IHG, we believe there’s Room for You: Room to Grow (providing career development and learning opportunities), Room to Belong (fostering an inclusive environment where diverse employees can be their authentic selves), and Room to Make a Difference (empowering employees to have an impact on the guest experience and the business).

At Kimpton, our shared mission is to make lives better through heartfelt human connections. This emotional investment drives all that we do, and it’s why you’ll love the work, too. Our colleagues are empowered and encouraged to act from the heart, to go above and beyond to create ridiculously personal experiences for each other and our guests!

Our passion is YOU…come as you are!

Here, you will have space 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!

If you are someone who likes to march to the beat of their own drum and wants to join a company which encourages authentic individuality, apply today to join us as Night Guest Services Manager!

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

As a Disability Confident Committed Employer, we are committed to providing an inclusive and accessible recruitment process. Please let us know if you require any adjustments or support at any stage, and your recruiter will assist you accordingly. 

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.