Guest Services Supervisor

3 weeks ago

Auchterarder, United Kingdom Gleneagles Full time

**Job Ref**:GLE1189

**Branch**:The Gleneagles Hotel

**Location**:The Gleneagles Hotel, Auchterarder

**Salary/Benefits**:£31,567 annual salary

**Contract type**:Permanent

**Hours**:Full Time

**Posted date**:19/07/2023

**Closing date**:21/08/2023

**COME AND JOIN US...**:
We are currently seeking a driven, professional and highly organsied **Guest Services Supervisor **to play an integral role in our multi-faceted team.

The on target earning potential for this role is £31,567 / annual salary - comprising a base salary of £28,067, 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).

**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
- 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 gree

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