Guest Services Supervisor (12 months Fixed Term Contract) Auchterarder, Scotland
Job description
COME AND JOIN US . . .
We are currently seeking a driven, professional and highly organised Guest Services Supervisor to join our team.
The on target earning potential for this role is £29,093 / annual salary based on a 39 hour contract - comprising a base salary of £25,593, plus a qualified estimate of £3,500 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 country estates, Gleneagles has been making memories for nearly a century. Recently crowned ‘Best Hotel in the World’ in the Virtuoso Best of the Best Awards, everything we do is about surpassing expectations and creating exceptional hospitality experiences 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).
If you are our next Guest Services Supervisor, please forward your most recent CV to us today!
Here's a bit more detail on what we see you doing in this role:
Assisting our Front of House Management team, leading and ensuring our Guest Services team meets and exceeds our operational goals and service demands
Maintaining the highest standards and accuracy, exploring all opportunities to enhance the service we deliver both on arrival, during our guest stay and on departure
You will take huge pride in ensuring every guest is welcomed warmly with the efficient processing of their check in and check out; you’ll also provide fascinating information on all aspects of the estate and surrounding area
Responsible for the Glen Drivers inbox, you’ll ensure that all requests for guest transportation are booked accordingly and that a driver is available at the specified time
Holding monthly meetings and daily handovers, communicating the relevant information of the day and using this space and time to focus on team feedback and training
Ensuring every guest is welcomed with a genuine smile using their name, where known, and giving the appropriate assistance reflecting a Forbes 5 star & Gleneagles service at all times
Following up with guests to ensure their requests or concerns are fully resolved to their satisfaction; always receiving, recording and relaying messages and guest information accurately
Providing accurate information and advice on all aspects of our estate, the surrounding area and Scotland itself, arranging internal and external bookings, striving to understand what type of experience our guest is looking for; transportation, restaurants, bespoke tours, helicopter bookings; at Gleneagles we can make anything happen!
Contacting and responding to our guests, group contacts and event organisers through their preferred method of communication, always within the highest standard timeframes; 24 hours for emails, 5 minutes for text messages
Providing accurate information on all aspects of travel, assisting with air, train and bus enquiries from start to finish as required by accessing where appropriate the internet, timetables etc., and make reservations as required on behalf of the guest.
Overseeing and supporting the Guest Services team and Front of House management, assisting with all duties as necessary and lobby coverage
Managing the delivery, collection of messages, packages etc. to and from guest rooms and if necessary, organise the shipping of goods to their destination
Embrace and be part of change by looking for opportunities to shape the way you work
Maintaining guest confidentiality and security at all times; following GDPR guidelines to enhance our guests’ stay, retaining relevant information for future stays
Supporting your team members and ensuring an effective and efficient handover of any outstanding issues to the next team on shift
Providing efficient processing of group check ins and bag pulls; you’ll also support the Porter team with the safe storage and coordination of luggage delivery on group arrival and departure days
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:
You’re naturally friendly and you love working with people; you greet each guest and colleague warmly by name, take time to listen and understand individual needs and have the determination to always exceed our guests’ expectations
A creative thinker who believes everything, and anything, is possible; you love the challenge of working under pressure, adapting to change and managing conflicting priorities
A natural communicator who shows empathy and respect for all team members and departments; you take great pride in knowing your contribution is critical for both our guest and your colleague experiences
Maintaining the highest standard of personal presentation through neat grooming, taking great pride in professionally presenting an organised working environment at all times are second nature to you
Enthusiastic, confident and warm; you like working in an environment where things move and flex
You have a positive approach to tasks and impeccable attention to detail; you also enjoy continually learning and sharing your knowledge, experience and ideas
You’re supremely reliable and ensure every job is completed to the highest of standards consistently
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 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 for 2 nights per year at £65.00 per room B&B per night
Friends & Family rate of £95.00 B&B per night
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 LA…. to name just a few
Subsidised, single occupancy, en-suite accommodation available on our estate
Investment in your development and wellbeing
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:
It is estimated that in 2023, our full-time employees can expect to receive around £3,500 in addition to their annual salary
