Service & Quality Assurance Manager

COME AND JOIN US . . .

We are currently seeking an influential empowering and engaging Service & Quality Assurance Managerwholl be responsible for supporting our operational departments with the embedding auditing and continuous improvement of our Gleneagles Way standards across the hotel to ensure a consistent distinctively luxurious guest experience.

In this newly created role as the guardian of our service excellence youll set and uphold standards coach and inspire our people monitor performance and drive meaningful improvements ensuring the hotel operates at a supreme luxury level and continually exceeds expectations.

The on target earning potential for this role is 46300 / per annum - comprising a base salary of 38000 plus a qualified estimate of 8300 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 Number One Resort in the UK & Ireland by readers of the Travel Leisure for their 2025 Worlds Best Awards 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 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).

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

• Embedding our Gleneagles Way standards youll translate these into clear measurable service behaviours SOPs scripts and service moments for all guest-facing areas focussing on F&B and Front Office
• Planning and leading hotel-wide rollouts and refreshes of our service programmes including workshops practical coaching sessions and shadowing; youll know exactly how to tailor delivery for our vast range of departments and plethora of shift patterns
• Youll be a visible and influential presence in daily departmental briefings championing the Gleneagles Way standards; leading these discussions inspiring teams keeping excellence at the forefront of every shift and ensuring our members and guests experience the distinctively exceptional service that defines Gleneagles
• Youll design and execute regular internal audits mystery guest programmes and live service checks maintaining a comprehensive audit calendar. By capturing detailed evidence and analysing trends youll provide our senior leadership team with actionable insights to continuously elevate service standards
• Defining KPIs (e.g. guest satisfaction NPS complaint volumes recovery time audit scores service task compliance) producing concise dashboards which provide actionable insight to our senior F&B and hotel leadership
• Leading root-cause analysis for service failures coordinating cross-departmental improvement plans setting deadlines and tracking outcomes; embedding plan do check act (PDCA) cycles and best-practice sharing
• Youll build and nurture a team of Gleneagles Way Champions leading train-the-trainer programmes personalised coaching interactive role plays and hands-on mentoring to elevate capability boosting confidence and ensuring every shift consistently delivers exceptional service
• Identifying high-potential team members supporting development plans and linking learning to career progression and recognition programmes
• Working closely with our F&B and Culinary leaders to ensure our service choreography complements product quality and kitchen operations; co-creating guest journeys for exceptional key moments
• Youll foster a service culture that balances theatre with subtlety and warmth with professionalism driving recognition small celebrations and morale-boosting initiatives to keep teams motivated engaged and delivering exceptional experiences
• 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 luxurious in every way

The kind of person were looking for:

• You have fantastic experience in a quality guest-experience or service-excellence role within luxury hotels/resorts or comparable high-end hospitality environments; modest understated leadership you enjoy the theatre of service without ego and lead by example
• Highly knowledgeable in service design auditing methodologies mystery-guest programmes and KPI development you also have an analytical mindset with experience producing clear dashboards and turning qualitative feedback into measurable actions
• Adept in managing upwards you build credibility and influence with senior leadership; you dont shy away from challenge and you know how to hold teams accountable and drive the highest standards
• Collaborative and engaging you foster teamwork across departments while maintaining clarity of purpose with a coaching and mentoring focus developing teams to deliver consistently exceptional service
• Guest-centric and detail-oriented you ensure every experience reflects the distinctively luxurious Gleneagles standards; youre also strategic and proactive anticipate issues identify opportunities and drive continuous improvement
• Your coaching presentation and influencing skills are well honed and youre very comfortable training multi-disciplinary teams and senior stakeholders; your communication skills are exceptional both written and verbal and youre very familiar with the key hospitality systems and MS Office
• Resilient flexible and highly organised youre comfortable working early mornings late evenings and weekends as our operations require
• Your attention to detail is exceptional and you have a calm professional manner and a guest-centric empathetic approach
• With strong experience in change management youve previously embedded new behaviours and fostered sustained improvements
• 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 (Mon-Thurs) 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 en-suite 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 pro-rata basis regardless of your role
• It is estimated that in 2025 our full-time employees can expect to receive around 8300 in addition to their annual salary

If you are our next Service & Quality Assurance Managerplease forward your most recent CV to us today!

INDMP