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Guest Relations Manager, Fraser Suites
Rate of Pay / Hours: £13.20 per hour excluding bonus and incentives, 40 hours per week.
Contract: Permanent
Location: Edinburgh
Located in the city centre, Fraser Suites Edinburgh offers spacious, furnished rooms and suites suitable for short and long stays. The apartments blend Victorian charm with modern interiors and conveniences. Each of the 75 fully serviced apartments provides a luxurious, homely experience in the Scottish capital.
Frasers Hospitality owns and operates 7 properties across the UK, including brands like Fraser Suites, Fraser Place, Fraser Residence, and Park International Hotel, in London, Edinburgh, and Glasgow, catering to both business and leisure travelers.
Responsibilities of the Guest Relations Manager:
* Work a 4 on, 4 off rotational pattern in a fast-paced, hands-on role. Daily tasks include liaising with Heads of Departments, hosting in the lobby during busy times, and ensuring task completion.
* Maintain service levels that exceed guest and resident expectations, creating positive and memorable experiences.
* Provide leadership and support to the Front Office team, representing management during shifts.
* Oversee and lead the property team to high standards.
* Foster a culture of feedback and continuous improvement among teams.
* Ensure the ambiance aligns with standards, considering music, lighting, temperature, flowers, cleanliness, and language.
* Meet all front office targets.
* Assist the Front Office Manager with daily tasks and projects.
* Cover night shifts during holidays and absences.
* Support achievement of budget and revenue targets.
* Manage billing and revenue controls.
* Respond to feedback, issues, and complaints effectively.
* Coach and mentor staff to deliver exceptional service.
* Act as lobby host and point of contact for guests and residents.
* Identify sales opportunities through upselling and collaboration with the Senior Sales Manager.
Candidate Requirements:
* Proven hospitality experience in a similar role.
* Excellent attention to detail and time management skills.
* Strong written communication skills.
* Knowledge of HMS is desirable.
* Ability to balance business needs with guest expectations.
* Enthusiastic with a passion for customer service.
* Polished with high working standards.
* Open leadership style.
* Ability to motivate and get the best out of a team.
* Team player with a shared passion for creating memorable guest experiences.
* Desire to develop leadership and management skills.
* Effective communication with Front of House, Maintenance, Housekeeping, and senior management.
You must have proven experience, excellent communication skills, and be eligible to work in the UK. This role is ideal for those who enjoy working in a customer-focused environment and want to lead a team to deliver exceptional service, creating memorable experiences for guests.
Does this sound like you? Then click Apply Now.
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