Guest Experience Manager

COME AND JOIN US . . .

We are currently seeking a highly organised experienced and supremely professional Guest Experience Manager with an incredible eye for detail to play an integral role in our multifaceted team.

The on target earning potential for this role is 41277 per annum comprising a base salary of 34277 plus a qualified estimate of 7000 in gratuities and service charge.* As a member of the Gleneagles team you will also enjoy a fantastic range of perks benefits and rewards

ABOUT GLENEAGLES

For the past century weve been making memories at our iconic hotel and sporting estate in rural Perthshire. The launch of Gleneagles Townhouse a luxury hotel and members club on St Andrew Square Edinburgh has created an exciting new chapter in our history. Crowned Employer of the Year at the 2024 Cateys City Hotel of the Year at the 2023 Food and Travel Reader Awards and No. 6 in Travel Leisures list of the 100 Best New Hotels in the World everything we do is about surpassing expectations and creating unrivalled adventures for our guests.

ABOUT GLENEAGLES

Were devoted to making our people feel as valued as our guests. In this way we strive to support the whole you not just the professional part but the personal part too. People join our team for all sorts of reasons. Some work here to develop a career some work fulltime while others have a parttime schedule to fit around their personal commitments. However long you plan to stay with us and whatever hours youd prefer to work were open to flexible working requests and offer hours shift patterns and contract types to suit everyone.

Heres a bit more detail on what we see you doing in this role:

• Running the daytoday operation of the department youll make sure every element runs smoothly and without a hitch
• Interacting with our guests always warm and professional helpful and doing everything you can to exceed their expectations; playing your part in making their stay with us luxury in every way
• Youll take huge pride in ensuring every guest is welcomed warmly to Townhouse ensuring all interactions are both efficient and tailored to suit. Youll be an ambassador for our property Edinburgh and beyond
• Remembering our guests specifically and with your team always striving to find that unique detail where we can customise and make very special their time with us
• Youll be visible to our guests involved in all aspects of their stay; building strong engaging and sustainable relationships that make our guests feel welcome valued and recognised
• Supporting the organisation personalisation and hosting of our VIP guest visits youll be ensuring they have an engaging experience and that the wider operational teams have the key information they need to deliver
• Building strong relationships with multiple stakeholders across Townhouse is key working together to create an incredible guest journey of the highest possible standard
• Youll have responsibility for covering Night Manager and Duty Manager shifts determined by our business needs
• Identifying training and development needs for your team youll ensure each member is well equipped with skills and resources they need to be successful. As a leader youll ensure their confidence is high and champion initiative charisma and energy
• Showing empathy and respect for all your team members ensuring an effective and efficient handover to the leadership team of the days events
• Ensuring your team are maximising revenue by upselling all aspects of accommodation wellness and food & beverage
• Youll have responsibility and take the lead in the creation and implementation of protocols processes and routines required to continue to develop our people and product
• Ensuring a seamless delivery for all guest requests and bookings in addition to processing and handling specific and accurate billing; always maintaining guest confidentiality and security following GDPR guidelines to enhance our guests stay obtaining and recording accurate information on guest profiles for future stays
• Controlling and effectively monitoring your own P&L and Budget youll continually appraise the financial health of your department identifying opportunities for both improvement and efficiency.
• Accountable for the recruitment and retention of your team ensuring were identifying potential and continuously developing our people for the future
• Actively following all Forbes LQA AA and Gleneagles standards at every interaction with our guests in person and by phone

The kind of person were looking for:

• You have extensive luxury experience in a similar role and a wealth of examples demonstrating your ability to deliver truly remarkable guest experiences; creating stand out exceptional service for our guests is your obsession
• Selfmotivated you know just how to inspire this motivation in others and you love to actively share your knowledge and experience
• Your attitude and approach are always fresh; no matter how many times an issue has been presented to you to your guest its the first time
• Greeting each guest warmly by name you take time to really listen and understand their individual needs always exceeding their expectations
• Actively promoting Townhouse youll constantly look for opportunities to always enhance the guest experience
• Taking great pride in all that you do you know your contribution is critical for both our guest and your team member experiences
• You maintain a high standard of personal presentation through very particular grooming always presenting a professional and organised working environment
• Highly motivated and possessing an immense sense of pride in your work; youre passionate about delivering the high standards for our guests in line with the Gleneagles brand
• You have a positive can do attitude to solving problems in a professional and courteous manner
• A strong team player with great communication skills and an enthusiastic approach; youre well organised and punctual with an eagle eye for detail
• You want to be part of a team that works hard supports each other and above all has fun along the way

Whats in it for you:

Time to let your hair down

• 30 days holiday (including bank holidays) that increases with service
• Seasonal parties and local social events
• 50% discount on Food & Beverage Country Pursuits Spa and Hair Salon (MonThurs) and the Golf Driving Range
• Golf Membership (with access to all 3 championship courses) for 50.00 per annum

Treats in your pocket

• Flexi points into yourPerkboxwallet to spend as you choose. The points can be spent immediately or you can save them up over a number of months for perks that cost that little bit more. All this gives you greater choice so you can pick the things that mean the most to you!
• Free pay day lunch and monthly drinks offers
• A generous refer a friend scheme

Be our guest

• Stay with us as a guest at Gleneagles or Gleneagles Townhouse for up to 2 nights per year at 95.00 per night a benefit available upon completion of 12 months service
• Friends & Family discounted rate of 225 275 B&B per night at Gleneagles
• Enjoy discounted rooms and restaurants rates with up to 50% off across the wider Ennismore brands and hotels located across some spectacular locations including London Paris Rome Dubai Doha Rio NY Chicago and name just a few

Investment in your development and wellbeing

• Pension scheme
• Life Insurance
• Employee Assistance Programme offering support and confidential advice for you and your family when you need it most
• Ongoing investment in your personal development with access to internal and external training qualifications and programmes
• Internal career opportunities across a wider range of specialisms and departments
• Monthly recognition programme
• Volunteering day every year with a charitable partner of your choice
• Complimentary access to our staff gym
• Gleneagles Cycle Scheme to spread the cost of the bike that you really want and reduce your carbon footprint

*About gratuities & service charge:

• Gratuities (tips) and service charge (an additional charge added to our room rates and services across the hotel that is passed directly to our employees) are paid on a prorata basis regardless of your role.
• It is estimated that in 2025 our fulltime employees can expect to receive around 7000 in addition to their annual salary

If you are our next Guest Experience Manager please forward your most recent CV to us today!

INDMP