Guest Experience Night Manager

COME AND JOIN US . . .

We are currently seeking an exceptional and highly experienced Guest Experience Night Manager to join our team with responsibility for our night operation.

The on target earning potential for this role is 39758 / per annum comprising a base salary of 34758 plus a qualified estimate of 5000 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

One of the worlds most iconic luxury hotels and sporting estates Gleneagles has been making memories for a century. Crowned Employer of the Year at the 2024 Cateys and The Times and Sunday Times Hotel of The Year 2024 everything we do is about surpassing expectations and creating unrivalled adventures for our guests.

WORKING AT 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 permanently to develop a career some work seasonally while others have a 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.

Location; Auchterarder just off the A9. Gleneagles is also within easy reach of a number of Scottish towns and cities: Edinburgh City Centre (1hr) Glasgow or Dundee (50mins) Stirling and Perth (25mins).

What youll be doing in this role:

• Leading the Guest Experience night operation youll make sure every element runs smoothly and without a hitch actively following all Forbes and Gleneagles standards at each and every interaction with our guests with overall responsibility for leading emergency procedures
• Taking huge pride youll ensure every guest is welcomed warmly providing efficient processing of their check in check out or dining reservation; youll also provide fascinating information on all aspects of the estate and surrounding area
• Accompanying our guests to their rooms public areas and leisure facilities and when required arranging transport guests around the estate for their comfort
• Youll remember our guests specifically you and your team will strive to find that unique detail so that we can do everything within our gift to customise and make very special their time with us
• Building strong relationships with multiple stakeholders across the estate is key working together to create incredible guests journey of the highest possible standard
• Ensuring the preparation and accuracy of guest billing preparing all folios before 5am to ensure our express check out options are accurate and ready for our guests departure
• Carrying out the night audit procedures accurately reporting any discrepancies and ensuring resolution
• Ensuring your team are maximising revenue by upselling the facilities youll play your part in ensuring our guests enjoy a unique experience youll make the appropriate reservations and ensure detail is key
• Maintaining guest confidentiality and security at all times youll follow GDPR guidelines to enhance our guests stay obtaining and recording accurate information on guest profiles for future stays
• Accurately processing the relevant reports for our Executive team and Heads of Department; youll also ensure a comprehensive handover of any outstanding business to the next team
• Identifying training and development needs for the team youll ensure each member is equipped with all they need their confidence is high and youre all set for this new challenge
• Interacting with our guests always warm professional helpful and doing everything you can to exceed their expectations; playing your part in making their stay with us 5 star in every way

The kind of person we are looking for:

• Ideally youre currently established in a similar role with an outstanding track record of customer service achievements
• Taking responsibility for any challenges that face the overnight shift and ensuring that these are handled effectively and the guests are well looked after
• 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
• You lead by example and are present with your team showing support and ownership for any escalated issues
• Taking great pride in all that you do you know your contribution is critical for both our guest and your team member experiences
• Maintaining the highest standard of personal presentation and creating a professional and organised working environment at all times are hugely important to you
• Youre selfmotivated and know just how to inspire this motivation in others; youre also keen to actively share your expertise knowledge and experience
• Creating stand out exceptional service for our guests is your obsession; you take huge pride in delivering bespoke experiences
• 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; you greet each guest warmly by name taking time to really listen and understand their individual needs always exceeding their expectations
• Actively promoting Gleneagles youll constantly look for opportunities to always enhance our 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 your Perkbox wallet 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
• Subsidised single occupancy ensuite accommodation available on our estate

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 estate 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 5000 in addition to their annual salary

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

INDHP