Guest Service Manager

The Opportunity

This is a truly flexible, multi skilled position working across the full hotel operation, adapting to the needs of the business and supporting teams wherever great service is needed most. We are looking for a Guest Service Manager who will play a key role in delivering exceptional guest experiences across all departments within the hotel. Working closely with the General Manager and Operations Manager; this role is responsible for ensuring high service standards, driving guest satisfaction, supporting daily operations and creating memorable experiences for guests throughout their stay.

The Guest Service Manager acts as a visible leader within the operation, supporting the team on the floor, handling guest feedback professionally and ensuring all outlets operate efficiently while maintaining brand standards. No two days will be the same — and that’s exactly what makes this role so rewarding.

What You’ll Be Responsible For

• Delivering outstanding customer service across all areas such as Reception, Conference & Events, Restaurant & Bar and Housekeeping
• Delivering friendly, professional and attentive service to guests in a fast-paced environment.
• Ensuring all public areas, guest spaces and operational areas are maintained and presented to the highest possible standards.
• Being visible, approachable and engaged, helping guests feel welcomed, supported and valued.
• Working collaboratively with colleagues across the hotel to ensure smooth operations.
• Coach and motivate the team to deliver exceptional guest experiences.
• Taking pride in high standards, attention to detail and a job well done.
• Handle guest satisfaction scores and implement improvements were needed.
• Support VIP arrivals, loyalty member recognition and special occasions.
• Promote upselling opportunities across all Food and Beverages outlets.

Benefits

• Our enviable employee discounts on bedroom rates across the LGH hotel portfolio.
• Access to the IHG employee room benefit programme across their global portfolio. (T&Cs apply).
• Shopping discounts - ranging from groceries, fashion, travel, utilities, days out, and even holidays.
• Eye care
• Free legal & money advice
• Counseling sessions
• Hospital & death benefit plans
• Cycle to work scheme
• Wellbeing tips and support fitness videos
• Recipe ideas
• Advice on keeping active and healthy living
• Wellbeing podcasts and tv
• Breathing exercises
• 24/7 advice and support line
• Team reward & recognition
• Free meals on duty
• Free parking

Who This Role Is For

This role is an excellent opportunity for someone who:

• Passionate about hospitality and guest experience.
• Enjoys being hands‑on and visible, leading from the front rather than behind the scenes.
• Is a natural people‑person who gains satisfaction from helping others grow and succeed.
• Professional, approachable and confident individual.
• Thrives in environments where learning, variety and development are encouraged.
• Is motivated by responsibility, trust and the chance to make a real impact.
• Has the ability to remain calm under pressure, especially when dealing with customer feedback.

If you’re passionate about hospitality, eager to broaden your leadership skills and motivated by creating outstanding guest experiences through strong, supported teams, this role offers development, challenge and a clear step forward in your career.

Hotel

The Holiday Inn Edinburgh is perfectly situated between Edinburgh Airport and the city centre, making it an ideal base for exploring all the attractions and sights that Edinburgh has to offer. Our Academy Conference Centre, located on the 5th floor with panoramic views of the Pentland Hills, features 14 meeting rooms and can accommodate up to 120 guests.

The hotel offers 303 bedrooms, including Executive and Family rooms. Guests can enjoy a variety of dining options, including the excellent Traders Restaurant, a café, and a relaxing bar. Additionally, we provide a fully equipped gymnasium, swimming pool, sauna, and spa to help you relax and unwind.

About us

Looking for an exciting career in the hospitality industry? Look no further than LGH Hotels Management! With a growing portfolio of 42 hotels throughout the UK, including globally recognised brands such as Crowne Plaza, Holiday Inn, and Best Western, all located in prime locations, we are the premier destination for those seeking a fulfilling career in hospitality. Join our dynamic team and be a part of shaping the future of the UK hospitality industry.