Guest Relations Duty Manager - Fingal

Hours: Full-Time 
Duration: Permanent 
Pay: Depending on experience

We are currently recruiting for a Guest Relations Duty Manager to join our vibrant crew, who will report to the Front of House Manager. 

Fingal is a luxury floating hotel permanently berthed on Edinburgh’s vibrant waterfront. This historic ship started life as a lighthouse tender, helping maintain lighthouses and transporting their keepers, equipment and supplies to some of the most treacherous locations in Scotland. Launched in January 2019, she has been transformed into an exquisite 23 cabin boutique hotel and exclusive use venue by the award winning team at The Royal Yacht Britannia.

A hotel with all the glamour and style of a superyacht but with an old-world elegance that is completely unique. Curves and tilts, deck spaces and beautiful lines that tell the story of Fingal’s rich seafaring history, offering a totally unique experience, far removed from your everyday world.

Our crew are the core asset of Fingal’s brand, full of warmth and passion, with a shared vision for creating an amazing experience.

As Guest Relations Duty Manager for Fingal you will play an important role within the team and will be heavily involved in the overall day to day hotel operation. You will actively promote, co-ordinate and deliver excellent customer service across all areas of the hotel, assisting all departments in ensuring guests’ needs are exceeded. You will have a strong presence in the front of house areas at key business times and take the opportunity to build rapport with guests. You will have a confident, guest facing, engaging personality with a desire to exceed our guests' expectations during every interaction and a real passion to share the story of Fingal and the Scottish Lighthouses with all our guests. 

During the absence of senior management, you will be required to assume responsibility for specific shifts, therefore, you will be willing to accept this responsibility and not be averse to making decisions. You must be able to communicate at all levels, be effective when managing people, be dedicated and have strong commercial awareness. You will be a first responder in the event of an emergency or any guest incidents throughout the hotel, ensuring they are dealt with in an efficient manner. 

As our Guest Relations Duty Manager, you will be able to:

  • Coordinate pre-arrival arrangements and assist in facilitating a seamless arrival experience. Meet and greet guests to ensure they receive the appropriate recognition and are made to feel welcome on board.   
  • Deliver excellent customer service in everything that you do throughout our guest’s journey.
  • Coordinate the front of house and back of house operations between Guest Services, Concierge, Night team and Housekeeping.
  • Liaise with Events, and group organisers to ensure the smooth arrival and departure of groups and provide a consistent point of management contact during their stay.
  • Carry out Duty Management to ensure the smooth running of the hotel at all times including overseeing the restaurant and events on a daily basis.
  • Be aware of future business levels to allow proactive planning.
  • Establish and maintain key relationships with guests to ensure they always have a face and name to welcome them.
  • Maintain and enhance relationships with other departments and ensure corrective feedback is provided with the goal of reinforcing commitment to best service practice.
  • Ensure all hotel areas visible to the public eye are maintained to the highest presentation standards.
  • Maintain and ensure accuracy of all guest history records.
  • Ensure guest security and confidentiality is maintained at all times.
  • Evaluate procedures and process for efficient running of the Front of House department.
  • Assist the Front of House Manager in appraising team members to agree individual targets to drive forward the desired service standards and revenue targets.
  • Maintain an overview of guest bills and ledger accounts to ensure accuracy and timely payment.
  • Assist with night cover or sleepovers to ensure on property management is present in the absence of the Night Manager.

Key Skills:

  • Maintain a positive, can-do attitude at all times and inspire those around you to perform to the best of their ability
  • A professional appearance and warm personality. Friendly and approachable
  • First point of contact for our guests, clients and crew. Confident and dynamic
  • A real passion to develop relationships with our guests while onboard to secure a point of contact for future bookings
  • Ability to communicate at all levels, building internal relationships to gain greater product knowledge and understanding
  • Proven leadership experience within the five star luxury sector is essential
  • Must be able to communicate freely and eloquently with guests
  • Lead a team in a fast-paced environment with an eye for detail and a drive for excellent service and standards

Company benefits include:

  • 33 days annual holiday entitlement
  • Enhanced long service holiday entitlement
  • 10% non-contributory company pension
  • Life assurance
  • Performance and loyalty payment scheme
  • Complimentary tickets to The Royal Yacht Britannia
  • Staff discount in the Royal Deck Tea Room, Britannia Gift Shop and The Lighthouse Restaurant & Bar aboard Fingal
  • Meals on Duty – you will be entitled to a complimentary meal in the staff canteen whilst on duty

If you feel you have the personality, skills and experience we are looking for then we would love to hear from you.

Please send your CV and a covering letter outlining why we should select you for this role to: or postal applications to:

Mari-Nel Scorer
Hotel Manager
The Royal Yacht Britannia
Ocean Drive

Closing date: 15 October

No agencies please.

Please note, due to the volume of applications we receive, we are unable to respond to unsuccessful candidates. If you have been selected for interview you will be contacted directly.