Cheval The Edinburgh Grand has a great opportunity for a Guest Services Manager to join our unique luxury residence, with 50 beautifully designed apartments in the heart of Edinburgh,
Our Guest Services Manager will be responsible for creating remarkable and seamless service experiences for our guests. Connecting with the guests before their arrival to ensuring that we have everything in place to make their stay exceptional. They will also contact the guests post stay to acquire feedback and satisfaction and to encourage repeat visits.
The Guest Services Manager reports directly to the Front Office Manager, and they will be a confident and experienced hospitality front office professional with proven experience in enhancing guest experience and ideally from the 5 star or luxury background.
Some of your responsibilities will include:
1. Overseeing VIP guest experiences, ensuring personalised service and seamless fulfilment of special requests
2. Develop and implement a pre-stay and post-stay call strategy, ensuring guests are welcomed before arrival and followed up with after departure to enhance satisfaction and encourage repeat stays.
3. Take ownership of guest complaint resolution, ensuring swift action and service recovery strategies that turn negative experiences into positive ones.
4. Develop a network of local suppliers to offer truly unique experiences to our guests
5. Analyse guest complaints r...