Head of Guest Experience

COME AND JOIN US . . .

We are currently seeking an innovative resourceful and detail-oriented Head of Guest Experienceto play a vital supporting role in leading all aspects of this operation; overseeing Guest Experience Guest Service Guest Relations Gleneagles Drivers and our Night team.

Our Front of House team are responsible for our guests first and last impressions. Were at the heart of the hotel welcoming every guest from the moment they are collected by our Glen Drivers to our Linkperson wishing them a fond farewell. Every step of our guest journey from check-in through to departure has to be seamless and consistently exceed expectations. Our vision is to create the most incredible memories ensuring a service thats unique bespoke and tailored to our guests requirements. We remember our guests specifically and we strive to find that golden nugget about each one so that we can do everything within our gift to customise and make their time with us special and memorable.

The on target earning potential for this role is 42356 / per annum - comprising a base salary of 37356.00 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 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:

• A key member of our Front of House leadership team leading from the front youll be involved in every detail from pre-arrival to ensuring our guests are efficiently looked after; youll spend your day ensuring every element of our operation is slick and exceptional and the team are supported throughout
• Youll be instrumental in the daily running our business leading the morning meetings and play a vital role in the duty manager rota
• Striving to see our service through our guests eyes youll take every opportunity to ensure their experience is incomparable
• Youll develop departmental standard operating procedures whilst consistently exploring opportunities for service improvements and looking for ways to distinguish what we do
• Motivating and training the team to upsell our rooms making sure your team are fully conversant with all estate facilities and that they take advantage of selling opportunities; youll have a consistent eye on how we can continue to optimise room sales
• Ensuring our guests are welcomed to and bid farewell from Gleneagles in a manner in keeping with their expectations greeting and receiving key and influential guests in the absence of our senior team
• Organising team training and reinforcing the need to maintain the quality of the data we capture and its usefulness to other teams across the estate
• Providing a climate in which each team members career development is planned for and with a focus on succession within the team and estate as a whole
• Playing a vital role in liaising and building relationships with our groups and events teams supporting pre-planning and pre-meetings to ensure all expectations are met
• Liaising with your team on all correspondence from guests post departure with relevant feedback and ensure that both the guest feels compensated to but ensuring we are protecting the financial operation
• Youll be an early bird some days and a night owl others working flexibly during the week and weekends leading from the front and by example
• 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:

• Currently established in a similar Front of House leadership role you have an outstanding track record of customer service achievements
• 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
• Passionate about the industry and delivering a great service you have flair and the natural ability to project a positive and friendly image
• Internally you build relationships on trust and by truly understanding what your stakeholders need always fulfilling your promises. Externally you build relationships through warmth curiosity and compassion nurturing these relationships for the longer term with a sharp eye on the needs and priorities of the business
• You like it when your work stands out from the crowd and you make sure youre always one step ahead of industry trends; youve got your finger on the pulse and know whats happening in the neighbourhood. If somethings escaped you you know how to find out!
• 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 (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 5000in addition to their annual salary

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

INDMP