Customer Service Manager Fraser Suites

Customer Service Manager / Duty Manager, Fraser Hospitality
Competitive Salary with bonus scheme,
4 on 4 off pattern
Old Town, Edinburgh
Frasers Hospitality, a member of Frasers Property Group, is a global hospitality leader. As the world’s leading brand in serviced apartments and hotel residences, we deliver gold standard hospitality in cities across Asia, Australia, Europe, the Middle East and Africa. A true global brand with a friendly feel, our staff are connected through our shared vision and four core values, collaborative, real, respectful, and progressive. Passionate about promoting from within, our culture is one which is fostered by the continual learning and development needs of our staff.
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 short and long stays.
What you will be doing as a Duty Manager;
Do you love putting a smile on people’s faces and creating memorable experiences? Then come and join our fantastic team at Fraser Suites Edinburgh, Royal Mile! As a customer service Manager, within Fraser Hospitality you will be assisting in the smooth running of all Customer facing departments.
Experience in Guest Relations would be advantageous as would an interest in what is trending in the local area around the property. Previous experience in hotels service apartments is preferred.
If you are successful in your application you could be expected to progress to a Head of Department role looking after a single department and then onto a more senior HOD role within Fraser Hospitality group.
You are a flexible and 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. If you are an excellent communicator and problem solver this role will help you develop these skills further, often being the bridge of communication between customer and management.
What we’re looking for:
You have proven experience in a similar role.
Excellent attention to detail and time management skills.
You are an enthusiastic individual with a passion for customer service.
You enjoy working as part of a team who all share the same passion – to create memories that our guests will remember.
Excellent written and verbal communication in English
Additional languages is desirable
You would like to build upon your leadership and team management skills.
You must be eligible to work in the UK
The Day to Day:
Leading by example is what you do, the day starts ensuring that you and the property are ready for the day ahead
Checking in with the teams across the property to ensure any issues or potential concerns are addressed quickly and efficiently
Jumping
in the lobby to help with checkouts and luggage
Attending the morning meeting and communicating important guest/resident arrivals and VIPs
Answering emails to internal and external customers
Conducting show rounds
Escorting VIPs and guests around the property
Supporting departments where needed
Being the point of contact for all guest feedback
Up selling facilities and services
Helping convert leads
Looking at ways to improve areas of the property
Leading by example in everything you do
Supporting arrivals and busy check-in
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