Service & Quality Assurance Manager

1 day ago Be among the first 25 applicantsGet AI-powered advice on this job and more exclusive features.This range is provided by Gleneagles. Your actual pay will be based on your skills and experience — talk with your recruiter to learn more.Base pay rangeDirect message the job poster from GleneaglesWe are currently seeking an influential, empowering, and engaging Service & Quality Assurance Manager who’ll be responsible for supporting our operational departments with the embedding, auditing and continuous improvement of our Gleneagles Way standards across the hotel to ensure a consistent, distinctively luxurious guest experience.In this newly created role, as the guardian of our service excellence, you’ll set and uphold standards, coach and inspire our people, monitor performance, and drive meaningful improvements, ensuring the hotel operates at a supreme luxury level and continually exceeds expectations.The on target earning potential for this role is £46,300 per annum - comprising a base salary of £38,000, plus an estimated £8,300 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 GLENEAGLESOne 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 Number One Resort in the UK & Ireland by readers of the Travel + Leisure for their 2025 World’s Best Awards, everything we do is about surpassing expectations and creating unrivalled adventures for our guests.WORKING AT GLENEAGLESWe’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:Embedding our Gleneagles Way standards, you’ll translate these into clear, measurable service behaviours, SOPs, scripts and service moments for all guest-facing areas, focusing on F&B and Front OfficePlanning and leading hotel-wide rollouts and refreshes of our service programmes, including workshops, practical coaching sessions and shadowing; you’ll tailor delivery for our range of departments and shift patternsYou’ll be a visible and influential presence in daily departmental briefings, championing the Gleneagles Way standards; leading these discussions, inspiring teams, keeping excellence at the forefront of every shiftYou’ll design and execute regular internal audits, mystery guest programmes, and live service checks, maintaining a comprehensive audit calendar. By capturing detailed evidence and analysing trends, you’ll provide senior leadership with actionable insights to continuously elevate service standardsDefining KPIs (e.g. guest satisfaction, NPS, complaint volumes, recovery time, audit scores, service task compliance), producing concise dashboards which provide actionable insight to our senior F&B and hotel leadershipLeading root-cause analysis for service failures, coordinating cross-departmental improvement plans, setting deadlines and tracking outcomes; embedding plan, do, check, act (PDCA) cycles and best-practice sharingYou’ll build and nurture a team of Gleneagles Way Champions, leading train-the-trainer programmes, personalised coaching, interactive role plays, and hands-on mentoring to elevate capabilityIdentifying high-potential team members, supporting development plans and linking learning to career progression and recognition programmesWorking closely with our F&B and Culinary leaders to ensure our service choreography complements product quality and kitchen operations; co-creating guest journeys for exceptional key momentsYou’ll foster a service culture that balances theatre with subtlety and warmth with professionalism, driving recognition, small celebrations, and morale-boosting initiativesInteracting with our guests, always warm, professional, helpful and doing everything you can to exceed their expectationsThe kind of person we're looking for:You have fantastic experience in a quality, guest-experience or service-excellence role within luxury hotels/resorts or comparable high-end hospitality environments; modest, understated leadership, you enjoy the theatre of service without ego, and lead by exampleHighly knowledgeable in service design, auditing methodologies, mystery-guest programmes and KPI development; you also have an analytical mindset with experience producing clear dashboards and turning qualitative feedback into measurable actionsAdept in managing upwards, you build credibility and influence with senior leadership; you don’t shy away from challenge, and you know how to hold teams accountable and drive the highest standardsCollaborative and engaging, you foster teamwork across departments while maintaining clarity of purpose, with a coaching and mentoring focusGuest-centric and detail-oriented, you ensure every experience reflects the distinctively luxurious Gleneagles standards; you’re strategic and proactive, anticipate issues, identify opportunities, and drive continuous improvementYour coaching, presentation and influencing skills are well honed and you’re very comfortable training multi-disciplinary teams and senior stakeholders; your communication skills are exceptional, both written and verbalResilient, flexible and highly organised, you’re comfortable working early mornings, late evenings and weekends as our operations requireYour attention to detail is exceptional, and you have a calm professional manner, and a guest-centric, empathetic approachWith strong experience in change management, you’ve previously embedded new behaviours and fostered sustained improvementsYou want to be part of a team that works hard, supports each other and above all has fun along the wayWhat’s in it for you:Time to let your hair down30 days holiday (including bank holidays) that increases with serviceSeasonal parties and local social events50% discount on Food & Beverage, Country Pursuits, Spa and Hair Salon (Mon-Thurs) and the Golf Driving RangeGolf Membership (with access to all 3 championship courses) for £50.00 per annumTreats in your pocketFlexi 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 moreFree ‘pay day’ lunch and monthly drinks offersBe our guestStay with us as a guest at Gleneagles or Gleneagles Townhouse for up to 2 nights per year at £95.00 per night – a benefit available upon completion of 12 months serviceFriends & Family discounted rate of £225 - £275 B&B per night at GleneaglesEnjoy discounted rooms and restaurants rates with up to 50% off across the wider Ennismore brands and hotels, located across locations including London, Paris, Rome, Dubai, Doha, Rio, NY, Chicago and LASubsidised, single occupancy, en-suite accommodation available on our estateInvestment in your development and wellbeingLife InsuranceEmployee Assistance Programme, offering support and confidential advice for you and your familyOngoing investment in your personal development with access to internal and external training qualifications and programmesInternal career opportunities across a wider range of specialisms and departmentsMonthly recognition programmeVolunteering day every year with a charitable partner of your choiceComplimentary access to our staff gymGleneagles 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 are paid on a pro-rata basis regardless of your roleIt is estimated that in 2025, our full-time employees can expect to receive around £8,300 in addition to their annual salaryIf you are our next Service & Quality Assurance Manager, please forward your most recent CV to us todaySeniority levelMid-Senior levelEmployment typeFull-timeJob functionCustomer Service and Quality AssuranceIndustriesReferrals increase your chances of interviewing at Gleneagles by 2xGet notified about new Quality Assurance Manager jobs in Auchterarder, Scotland, United Kingdom.Grangemouth, Scotland, United Kingdom 1 week agoWe’re unlocking community knowledge in a new way. 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