Job Description

At voco Grand Central Hotel we are looking for a Full Time Guest Services Manager to join us in creating a warm voco welcome for our guests!
voco Grand Central is Located at the very heart of the city, directly adjoining Glasgow Central station situated in one of the city's most historic and impressive buildings. With an abundance of historical grandeur and a guest list to match, over the years we've played host to everyone: from Fred Astaire to Frank Sinatra.
We are looking for a Guest Services Manager who can commit to working on a 4 on 4 off basis, based on shift times between 09:00 - 21:00 each day.
Are you a level-headed, proactive problem-solver with a passion for delivering exceptional guest service? We're looking for a dynamic individual to take on a dual role as Guest Services Manager (GSM) and Duty Manager, supporting daily operations and driving unforgettable guest experiences.
About the Role:
This is a split role, with approximately 70% of your time focused on Duty Manager responsibilities, ensuring the smooth running of daily hotel operations across all departments.
Key responsibilities include:

• Acting as Duty Manager - resolving operational issues as they arise, supporting departments, and making quick decisions to keep things running smoothly
• Delivering outstanding service to VIPs and handling guest concerns professionally and efficiently
• Responding to guest reviews and ensuring follow-up is prompt and impactful
• Performing fire walks and overseeing building safety, especially during key shifts

We're looking for someone who has already worked in a supervisory or operations-level role and is confident leading by example.
What We're Looking For:

• Previous experience with Opera PMS and strong working knowledge of hotel operations
• A calm, level-headed approach - you don't let emotions take over in challenging situations
• Excellent communication skills, both written and verbal
• A collaborative, can-do mindset and the ability to work cross-functionally
• Personal license holder and first aid trained (preferred)
• capable and comfortable moving around a large hotel, including regularly using stairs up to the 7th floor as part of operational duties
• A natural problem-solver who takes ownership and sees things through

Why work with us?

• You will be joining an award-winning Front Office team
• Be part of a high performing, driven, and supportive team that truly makes a difference to every guest's stay
• Enjoy regular reward and recognition through IHG for reaching targets and delivering excellence
• Every day is different, and your work has a real impact on the guest experience

We are committed to offer and provide our Guest Services Manager with a competitive salary and a large range of benefits:

• Salary between 29,000 - 29,820 per annum plus, paid overtime and great IHG perks!
• 31 days holiday each year, including bank holidays, this increases up to a maximum of 33 days (Pro Rated)
• Access to Wagestream - a financial wellbeing app giving you the opportunity to save, track and withdraw your pay as you earn it.
• Free meals on Duty
• Growth and development - extensive training, opportunities for career progression across the world, plus 2 paid days volunteering per year with a cause of your choice.
• Colleague perks - worldwide discounted room rates and discounted F&B whilst on employee rate (IHG has over 6,000 hotels and growing), plus generous friends and family rate. Discounts through our portal on your supermarket shop, experiences and loads of retailers on our perk's portal.
• Wellbeing - generous maternity/paternity pay, employee assistance programme available 24/7 and access to mental health first-aiders
• Hotel specific benefits - generous discounts in our Champagne Bar plus a variety of different gifts on milestone occasions to celebrate with you!

If you're ready to step up and thrive in a high-energy, people-focused environment, we'd love to hear from you.
You must meet the legal requirements to work in the UK.
At IHG Hotels & Resorts, we are proud to be an equal opportunity employer. We firmly believe that all our colleagues deserve to be treated equally and have the same opportunities to develop and grow their skills within our business and provide equal employment opportunities to all applicants and colleagues without regard to an individual's, race, colour, ethnicity, national origin, religion, sex

Skills Required