LGH Hotels Management Ltd
Guest Service Manager
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Holiday Inn Edinburgh
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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.
- Coaching and motivating the team to deliver exceptional guest experiences.
- Taking pride in high standards, attention to detail, and a job well done.
- Handling guest satisfaction scores and implementing improvements where needed.
- Supporting VIP arrivals, loyalty member recognition, and special occasions.
- Promoting upselling opportunities across all Food and Beverages outlets.
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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 ideal for someone who:
- Thrives on leading people – you enjoy coaching, developing others, and creating a positive, high-performing team environment
- Finds purpose in great service – you take pride in making guests feel welcome, relaxed, and genuinely cared for
- Leads from the front – you’re hands-on, visible, and energized by being in the operation, not behind the scenes
- Enjoys creating calm in busy settings – you stay focused and supportive even during peak times
- Thinks ahead and spots opportunities – you’re always looking for ways to improve the experience for guests and the team
- Balances people and performance – you care about both team wellbeing and delivering strong results
- Embraces change and innovation – you’re comfortable with technology, new ways of working, and evolving guest expectations
- Wants to make a difference – not just run a shift, but shape a space where guests and colleagues feel they belong
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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 recognized 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.
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