Guest Experience Supervisor

2 weeks ago

Edinburgh, United Kingdom Gleneagles Full time

**Job Ref**:GLE1231

**Branch**:Gleneagles Townhouse

**Location**:Gleneagles Townhouse, Edinburgh

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

**Contract type**:Permanent

**Hours**:Full Time

**Posted date**:31/07/2023

**Closing date**:02/09/2023

**COME AND JOIN US...**:
We are currently seeking highly organised, experienced and supremely professional **Guest Experience Supervisor **with an eagle eye for detail** **to play an integral role in managing a multi-faceted team.

The on target earning potential for this role is £32,000 / annual salary - comprising a base salary of £29,000 plus a qualified estimate of £3,000 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 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 have responsibility for leading our Guest Experience team whilst on shift, hands on, assisting your team, you'll be ever present building relationships with our guests, members and non-resident guests, ensuring each interaction is memorable and personable.
- Running the day-to-day operation of the shift within the department, you’ll make sure every element runs smoothly and without a hitch
- You’ll remember our guests specifically, and you and your team will strive to find that “unique detail” so that we can do everything within our gift to customise, and make very special, their time with us
- Taking huge pride in ensuring every guest is welcomed warmly to Townhouse and providing 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
- Ensuring your team are 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 strong relationships with multiple stakeholders across Townhouse is key, working together to create incredible member and guest journeyss of the highest possible standard
- You’ll have responsibility and take the lead in the creation and implementation of the protocols, processes and routines required to continue to develop our people and that the team perform to their highest possible level
- 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 leadership team of the days events.
- Interacting with our guests is, 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**:

- You’re self-motivated and know just how to inspire this motivation in others; you’re also keen to actively share your knowledge and experience
- Creating stand out, exceptional service for our guests is your obsession; you take huge pride in delivering bespoke experiences
- 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 the Townhouse, you’ll constantly look for opportunities to always enhance the guest experience
- Taking great pride in all that you do, you know your contribution is critica

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