Guest Experience Supervisor

Gleneagles Hotel, PH3 1NF, Auchterarder

**COME AND JOIN US...**
- We are currently seeking an astute, confident and energetic
**Guest Experience Supervisor** to play an integral role in a multi-faceted team.

As well as a competitive salary of £24,538.00 / annual salary, 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 5-star 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 and ‘No. 1 UK Resort’ in the Conde Nast Traveller 2021 Readers’ Choice 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**:

- You'll 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
- Leading the team on shift, managing the flow of guests at reception, communicating effectively with all teams across the estate; ensuring that all rooms handovers are smooth and the operation runs without a hitch
- Actively following all Forbes and Gleneagles standards at each and every interaction with our guests, in person and by phone; you’ll lead this from the front, making sure your team are following these standards and providing them with immediate feedback, development and coaching
- Maximising revenue by upselling the array of opportunities across the estate; you and your team will play a part in ensuring our guests enjoy a magical stay; you’ll also make the appropriate reservations and pass relevant leads to our Sales team
- Offering accurate information on all aspects of guests travel, managing all Gleneagles driver bookings accurately, you’ll make sure transportation is slick and professional, every time
- You’ll ensure all guest folios are settled within 24 hours of departure and the appropriate follow up with those remaining open, ensuring our credit policies are adhered to at all times
- Reviewing all reservations, assigning rooms, and checking forecast; you’ll manage room availability and ensure that every single detail is meticulously checked, paying particular attention to rates, allocations, profile notes and accounting instructions
- Maintaining guest confidentiality and security at all times, following GDPR guidelines to enhance our guests’ stay while obtaining and recording accurate information on guest profiles for future stays
- 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**:

- Currently established in a similar role, you have an outstanding track record of customer service achievements
- 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
- Taking great pride in all that you do, you know your contribution is critical for both our guest and your team member experiences; you constantly look for opportunities to enhance the guest experience and drive positive changes within your team
- Interacting with each guest and colleague warmly by name, taking time to really listen and understand their individual needs, are all second nature to you; you always aim to exceed expectations
- You make sure you and your team 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