Guest Experience Manager

GUEST EXPERIENCE MANAGERThe Roseate Edinburgh, located just five minutes from the Haymarket railway station and less than 20 minutes drive from Edinburgh Airport, has stood at the gateway to old-town Edinburgh since the 1860s. It has witnessed the evolution of modern-day Edinburgh, offering a luxurious and stylish city retreat with an authentic Scottish soul. Characterful, evocative interiors, inspired by the neoclassical design of old-town Edinburgh, the boutique hotel exudes timeless, understated charm and elegance.Refined, relaxed and intimate, it is a tranquil sanctuary that seamlessly blends the story of the Scottish capital city and its unparalleled history and lineage with contemporary, modern luxury and comfort. Roseate Hotels and Resorts renowned for their mindful restoration of heritage properties, immaculate hospitality and warm service promise an unforgettable experience at The Roseate Edinburgh.We are now looking for a Guest Experience Manager ready to join a young and vibrant team and available to start immediately.The ideal candidate must demonstrate genuine dedication and show a commitment to consistent quality in our products and services.The successful candidate:Lead and oversee the guest experience journey, ensuring every guest receives a warm welcome, seamless check-in, curated in-stay experiences and a thoughtful farewell.Collaborate with Front Office, Concierge, Housekeeping, and FandB to personalise and anticipate guest needs at every touchpoint.Handle VIP arrivals, special occasions, repeat guests, and pre-arrival communications with a focus on detail and memory-making moments.A can-do positive attitude and to work in accordance to Small Luxury of The World SOPsContinuously seek feedback and implement strategies to improve satisfaction scores for hotel on all online review platformsFamiliarity with hotel guest engagement systems, CRM tools, and property management systems ( Opera Cloud PMS Preferable)Lead, train and coach the Front Office teams to deliver exceptional guest service aligned with five-star and luxury standardsMentor team members on anticipating guest needs, resolving guest complaints in a solution orientated manner and creating memorable experiences.A hands-on approachAbility to identify business leads for Rooms, MICE and FandB sales opportunities with the hotel In house guests and communicate business leads to our internal Sales TeamsAs a Guest Experience Manager, you will be at the heart of curating refined, memorable stays that resonate long after departure. With a deep understanding of what elevates hospitality into something extraordinary, youll bring fresh perspectives to enhance every phase of the guest journey from anticipation before arrival to thoughtful follow-up beyond their stay. Your role will be instrumental in crafting meaningful connections that enrich our reputation and inspire lasting guest loyalty.Package benefits:Monthly service chargeMeals on dutyProvision and laundry of uniformEmployee recognition awardsPerformance review and personal development planInternal transfer and promotion opportunitiesSupport in the development of your careerHands on approachPreferential room rates within the hotel group for yourself and family and friendsEntry Requirements:Hotel Management experience within a 5* star environment is preferable.Excellent customer service skillsKnowledge in Opera Cloud PMS is preferableEnthusiastic in delivering service excellence.Possess the ability to work under pressure whilst maintaining attention to detail.Has an excellent command of English, both spoken and writtenDisplay a polite and professional attitude to internal and external guests.The successful candidate will be able to multi-task, have a confident personality, work well under pressure, and communicate effectively with both our guests and fellow team members.Weekend work is required as part of the roleIn line with current legislation requirements, you must be eligible to work within the UK or already hold a full and valid work visa. Those not meeting the above requirements will not be ..... full job details .....