Guest Relations Officer

Job Summary

Dalmahoy is located 7 miles from Edinburghs city centre surrounded by beautiful Scottish countryside just off the A71 lies the four-star Dalmahoy Hotel and Country Club. With spectacular views to Edinburgh Castle and the Forth Bridges it is a celebration of Scottish heritage dating back to the 13th century.

With 18 operating departments and up to 250 employees Dalmahoy offers unrivalled opportunities to progress your career across many different roles and disciplines.

Come and join us!

We are looking for an energetic Guest Relations Officer to join their diverse team. If you have bags of character a people person and want to go the extra mile in everything you do then this Duty Manager role could be right for you!

The Guest Relations Officer is responsible for overseeing daily hotel operations ensuring exceptional guest service smooth departmental coordination and compliance with hotel standards. Acting as the senior manager on duty this role ensures efficient problem resolution maintains service quality and supports staff in delivering a seamless guest experience.

Essential Functions

• Work proactively to handle various guest-related matters aiming to prevent negative experiences before they arise. This includes managing guest complaints and resolving problems in a professional and timely manner.
• Ensure consistent quality and adherence to the Dalmahoy brand across all areas of the hotel operations.
• Possess full knowledge of all operating departments to support efficient daily operations and guest interaction.
• Serve as the main point of contact on duty for any emergencies or incidents representing the management team in their absence and supporting the front office manager in daily activities.
• Supervise the overall wellbeing of guests team members and property whilst on duty.
• Conduct regular security rounds throughout the hotel to ensure guest safety.
• Monitor and enforce health and safety security and cleanliness standards in all guest areas.
• Recognise VIP guests daily and communicate relevant information to the wider team.
• Respond to online guest feedback in line with Dalmahoy standards and analyse feedback from all channels to help identify and implement areas of improvement.
• Handle operational issues professionally whilst coordinating with all departments to ensure prompt resolution.
• Submit daily duty manager reports on key events and resolutions.

Competencies

• Strong Communication skills (verbal listening writing)
• Pro-active and reliable
• Have a passion for delivering outstanding guest experience
• Flexible and adaptable with the ability to work varied shifts
• Team player with natural leadership qualities

Preferred Education and Experience

• Good level of English
• Clean UK driving license
• Previous experience working within a hotel environment
• Familiarity with hotel systems such as Opera PMS is advantageous

Other Duties

This job description is not designed to cover or contain a comprehensive listing of the activities duties or responsibilities that are required of the employee for this position. Duties responsibilities and activities may change at any time with or without notice at the reasonable request of management.