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Guest Experience Host

4 months ago

Edinburgh, United Kingdom Gleneagles Full time

**Job Ref**:GLE1750

**Branch**:Gleneagles Townhouse

**Location**:Gleneagles Townhouse, Edinburgh

**Salary/Benefits**:£32,194 annual salary

**Contract type**:Permanent

**Hours**:Full Time

**Hours per week**:39

**Posted date**:15/04/2024

**Closing date**:15/05/2024

**COME AND JOIN US...**

We are currently seeking an experienced, astute and confident **Guest Experience Host** to play an integral role in our multi-faceted team. We build strong relationships with our members and guests and ensuring each one feels their visit is truly personalised, we aim to have everything in place before they even ask.

The on target earning potential for this role is £32,194 / annual salary - comprising a base salary of £25,694 plus a qualified estimate of £6,500 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**

The Gleneagles Hotel is rich in history, for almost 100 years we’ve been sparking adventure across the Glorious Playground, our luxury hotel and country estate in rural Perthshire. Gleneagles Townhouse has arrived in the city creating a new chapter in our history, bringing our countryside flair to life on St Andrew Square, in the heart of Edinburgh. Recently crowned ‘Best New Urban Hotel’ in National Geographic Traveller's 2022 Hotel 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 to develop a career, some work full-time, while others have a part-time 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.

**Here's a bit more detail on what we see you doing in this role**:

- You’ll take huge pride in ensuring every guest is welcomed warmly to Townhouse and provide efficient processing of their check in, check out or dining reservation; you’ll also provide fascinating information on all aspects of the property and surrounding area
- Maximising revenue by upselling the facilities, you’ll play your part in ensuring our guests enjoy a unique experience; you’ll make the appropriate reservations and ensure detail is key
- Building great relationships with our guests, members, and non-residents as you welcome them to their own particular experience at our restaurant and bar
- Offering accurate information on all aspects of travel to and from Townhouse
- You’ll have responsibility and accountability for cash handling and assume responsibility of a float
- Maintaining guest confidentiality and security at all times, you’ll follow GDPR guidelines to enhance our guests’ stay, obtaining and recording accurate information on guest profiles for future stays
- Actively following all Forbes and Gleneagles standards at each and every interaction with our guests, in person and by phone
- Showing empathy and respect for all of your team members, ensuring an effective and efficient handover to the next team
- Efficiently processing and handling specific and accurate billing
- Assisting with safe storage and delivery of luggage to and from our guest bedrooms
- 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**:

- Your attitude and approach are always fresh; no matter how many times an issue has been presented to you, to your guest it’s the first time
- Greeting each guest warmly by name, you take time to really listen and understand their individual needs, always exceeding their expectations
- Actively promoting Townhouse, you’ll constantly look for opportunities to always enhance our member and 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, presenting a professional and organised working environment at all times
- 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 othe