Guest Service Supervisor (Multi Site)

Job Ref: HEA3219

Branch: Heeton Concept Aparthotel - Queen Street Edinburgh

Location: Heeton Concept Aparthotel Queen Street Edinburgh, Edinburgh

Salary/Benefits: Competitive Salary, retention bonus and other benefits

Contract type: Permanent

Hours: Full Time

Shift pattern: 5 days over 7 including evenings and weekends as the business requires

Hours per week: 40

Posted date: 19/08/2026

Closing date: 06/09/2026

We are committed to delivering exceptional service and creating unforgettable experiences for our guests. As a service-focused hotel, we prioritise professionalism, hospitality, and meticulous attention to detail. Our aparthotel offers a perfect balance of hotel comfort and home-like convenience, with stylish, modern accommodations designed for a seamless stay. From check-in to check-out, we take pride in providing a warm, welcoming, and hassle-free guest experience.

What We Offer Our Guest Service (Front Office) Supervisor

At Heeton Concept Aparthotel, we strive to create a workplace that is just as rewarding as the experience we provide for our guests. That’s why we offer a competitive pay and benefits package, including:

• Exclusive access to the employee recognition reward scheme - Heeton Rewards
• Service-based annual leave (increasing up to a maximum of 5 extra days)
• Employee Friends/Family discounted rates at Heeton-operated hotels
• Referral scheme
• Life Assurance, Income Protection and Employee Assistance schemes
• Numerous voluntary benefits, including buy holiday scheme, Cycle to Work, Medicash Health Plan, Childcare Scheme and many more
• Heeton is an expanding company which offers excellent career, training and development opportunities
• Fantastic career potential with one of the UK's fast-growing hotel operators
• Retention bonus on completion of 3 and 6-month service

Your Role

As Guest Service (Front Office) Supervisor, you will be at the heart of our guest experience, ensuring smooth front desk operations and providing leadership to the reception team. You will assist with daily tasks while ensuring a welcoming and professional atmosphere for guests and team members alike.

Key Responsibilities

• Oversee front desk operations, ensuring efficient check-ins and check-outs.
• Manage day-day staffing needs.
• Educate and train team members in compliance with UK laws and safety regulations.
• Ensure staff is properly trained and has the tools and equipment to carry out job duties.
• Ensure your team are properly trained on systems, security, service and quality standard.
• Lead and support the reception team, providing guidance and training.
• Deliver outstanding customer service, handling guest inquiries and requests.
• Manage reservations, billing, and administrative tasks.
• Work closely with other departments to enhance the overall guest experience.
• Ensure brand standards and company policies are maintained.
• Help prepare annual departmental operating budget and financial plans.
• Monitor budget and control labour costs and expenses with a focus on rate strategy, building initiatives and inventory management.
• Oversee night audit function and preparation of daily financial reports.
• Develop plans to increase occupancy and through walk-ins and upselling at the front desk.

What We’re Looking For

• Previous experience in a front office or reception role within hospitality.
• Strong leadership and customer service skills.
• Ability to multitask and remain calm under pressure
• Excellent communication and problem-solving abilities.
• Knowledge of hotel management systems (e.g. Stayntouch) is a plus.

Heeton is all about building a workplace for the future, we believe in equal opportunities and celebrate diversity. We are an inclusive workplace, where everyone is welcome and can be natural and the best versions of themselves. We recognise that we are on a journey concerning diversity and inclusion and would therefore welcome applications for candidates from underrepresented backgrounds.