COME AND JOIN US. .. We are currently seeking a warm, curious and innovative Guest Relations Manager to join our Guest Relations team and play a vital role ensuring our guests are surprised, delighted and pampered before, during and after their stay. The Front of House team at Gleneagles create the first and last impressions for our guests. We’re at the heart of the hotel, welcoming every guest from the moment they are collected by our Glen Drivers to our Linkman 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 experiences, ensuring a service that’s 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 very special, their time with us. The on target earning potential for this role is £38,307 / per annum based on a 39 hour contract - comprising a base salary of £33,807, plus a qualified estimate of £4,500 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 world’s 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 We’re 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 you’d prefer to work, we’re 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). Here's a bit more detail on what we see you doing in this role: A key member of the Front of House leadership team, you’ll be involved in every detail from pre-arrival to ensuring rooms are ready by 3pm; you’ll spend your day ensuring each element of our operation is slick and exceptional You'll be instrumental in the daily running of 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, you’ll take every opportunity to ensure their experience is incomparable Ensuring our guests are warmly welcomed and bid farewell from Gleneagles in a manner absolutely in keeping with their expectations Greeting and receiving key and influential guests, embracing the opportunity to deputise for our senior management team Continuously creating innovative personalised amenities and touchpoints to wow our guests, arranging every detail for special occasions such as marriage proposals and celebration stays Communicating and handing over all relevant operational and guest-related information to the team and importantly, to the relevant business areas teams across the estate Liaising with our Meetings and Events teams, building strong working relationships supporting pre-planning and pre-meetings to ensure all guest expectations are exceeded Managing, with your team, correspondence from guests, post-departure satisfaction surveys and pre arrival arrangements, ensuring all guest concerns are resolved swiftly and professionally, always protecting our financial operation Together with your team you’ll be responsible for ensuring our guest profiles are updated and complete, VIP codes are precise, and the Weekly VIP Grid presented throughout the hotel is accurate and informative Ensuring our Guest Relations Lounge is in an impeccable condition at all times and being present when possible to check in, check out or host VIP guests in this area. 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 we're looking for : Ideally, you’re already established in a similar Guest Relations role, with outstanding customer service experience and expertise 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 Enthusiastic, confident, humble and warm; you like working in an environment where things move and flex, your positive and proactive approach sets you up for success An early bird some days and a night owl others, you'll be working flexibly during the week and weekends, leading from the front and by example You’re up for doing things differently and trying (almost) everything once Highly motivated and possessing an immense sense of pride in your work; you're 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; you're 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 What’s 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 yourPerkbox 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 – 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 LAto 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 2024, our full-time employees can expect to receive around £4,500 in addition to their annual salary If you are our next Guest Relations Manager, please forward your most recent CV to us today INDLP