Guest Relations Manager, Fraser Suites

Working a 4 on and 4 off rotational pattern, this role is a hands on, quick passed position. An average day would range from liaising with other HODs, lobby hosting at busy times and ensuring that all tasks are completed.

• To maintain levels of service that consistently exceeds the expectations of our guests & residents and ensure we are giving positive memorable experiences for our guests
• Provide leadership and support to all members of the Front Office team, ensuring they are equipped to fulfil their duties whilst being the Management representative during these hours.
• Overlooking and leading the overall properties team to the highest standards possible.
• To build a culture of feedback sharing and improvements with all teams. All team should recognise feedback, good or bad, as a gift to utilise and own.
• To maintain levels of service that consistently exceeds the expectations of our guests and ensure we are giving positive memorable experiences for our guests
• To understand the importance of music, lighting, temperature, flowers, cleanliness and language in the department to ensure the correct ambience is maintained at all times, and to work to the Standard Operational Procedures at all times.
• To ensure all Front office meets targets.
• Assist the Front Office Manager in daily tasks and projects
• Coverage of night shifts for holidays and time off.
• To support the Front Office Manager in achieving all set targets and budgets through the year.
• To ensure billing and control of revenues are maintained at all times.
• To respond to feedback, issues and complaints
• Coach and mentor the team to lead our WOW service
• Lobby host and be a point of contact for our team and guests/Residents
• To explore all sales opportunities through up-selling techniques and working with our Senior Sales Manager, To prioritise and elevate the guest 'customer' experience across all levels of the hotel. As Front of House is our most guest focussed area, you will take the lead from there. You'll be responsible for ensuring all staff are offering world class service to our guests and maintaining the 'Frasers Standard' across all departments in the property. You'll be a direct support to the FOH Management and Operations Manager who you will report directly to.
You'll support each Head of Department to improve / maintain the highest of service standards to ensure we lead with a guest first mentality. We want all guests to experience our 'Wow' service and dive memorable experiences our guests will remember and value. To control the resources, manage the processes and cultivate the understanding of the Front Office throughout the hotel. Your role will also require you to develop and maintain the respect of the staff and management and to build and develop a culture of rapport with our customers.


• You have proven experience in a similar role in hospitality.
• Excellent attention to detail and time management skills.
• Great written skills
• Previous knowledge of HMS would be desirable
• Someone who can balance the needs of the business as well as the expectations and experience of a guest
• You are an enthusiastic individual with a passion for customer service.
• Polished with high standards or working
• Leads with an open approach
• Can get the best our of a team
• You enjoy working as part of a team who all share the same passion - to create memories that our guests will remember.
• You would like to build upon your leadership and team management skills.
• To ensure effective daily communication with Front of House, Maintenance and Housekeeping along with the senior Management Team.
You have proven experience in a similar role with excellent communication skills, being able to lead and inspire people to be their best. You are an enthusiastic individual with a passion for customer service who will enjoy working as part of an amazing team who all share the same passion - to create memories that our guests will remember. You have a hands-on attitude with attention to detail and experience in working in the Front Office Department. If you are an excellent communicator and problem solver this role will help you develop these skills further, bridging communication between customer and management. Please note to be considered for this role you must be eligible to work in the UK., Disability Confident About Disability Confident A Disability Confident employer will generally offer an interview to any applicant that declares they have a disability and meets the minimum criteria for the job as defined by the employer. It is important to note that in certain recruitment situations such as high-volume, seasonal and high-peak times, the employer may wish to limit the overall numbers of interviews offered to both disabled people and non-disabled people. For more details please go to Disability Confident.

Located in the city centre, Fraser Suites Edinburgh serviced apartments offer spacious and furnished rooms and suites that are perfect for both short and long stays. The comfortable apartments at Fraser Suites Edinburgh combine Victorian charm with contemporary interiors and modern conveniences. Each of its 75 elegant fully serviced apartments in Edinburgh offers exclusivity and the comforts of home right in the Scottish capital. Frasers Hospitality owns and operates 7 properties in the UK. Brands include Fraser Suites, Fraser Place and Fraser Residence, as well as Park International Hotel. These perfectly located properties can be found in London, Edinburgh and Glasgow providing guests with a comfortable and luxurious experience. Perfect for both business and leisure travellers, our accommodations are available for both short and long stays.

Rate of Pay / Hours: £13.20 per hour excluding bonus and incentives, 40 hours per week. Contract: Permanent Location: Edinburgh, In addition to competitive rates of pay we offer:
• Heavily discounted Staff & Friends and Family Rates at Frasers Hospitality.
• Fully funded Apprenticeship programmes that support you in developing your career
• High Street Discounts on a range of high street shops, experiences, holidays and much much more.
• Cycle to work scheme - save up to 40% on a wide range of bikes.
• Healthcare Cash Plans - dental, optical, medical and more available from £5 per month
• Referral schemes that pay up to £1500 (just for getting your friends a job!).
• Uniforms are provided.
• We have Wellness & National Campaign Days which promotes and encourages different activities throughout the year.
• We work with Wagestream giving instant access to your pay as it's earnt. Wagestream is a tool for everyday life that lets you get paid your way by letting you track your wages in real time, stream up to 50% of the money you're already earned, learn easy tips to manage your money better and save direct from your salary.
• We are passionate about wellbeing and mental health, and we are working towards having fully qualified Mental Health First Aiders in each property.
• Employee Assistance Programme - free, confidential advice available 24/7 to you and your family.
• Additional day off for your birthday.
Plus, on completing your probationary period you will be provided with:
• Bonus Plan based on clear and transparent KPI's.
• Life Assurance.
Our Sustainability Goals:
• 100% of our electricity is generated using renewable energy.
• We recycle, have removed single use plastic from our day-to-day operation and are members of Green Tourism with all UK properties boasting Silver or Bronze accreditations. In the UK sustainability is a key focus for everyone.
• We have moved to a chemical free cleaning system in our properties with an enzyme based eco-friendly system for apartment kitchens.
• Volunteer to work for sustainable charities 2 days per year on full pay instead of your normal workplace