Head of Guest Relations

Are you an enthusiastic, diligent, and detail-oriented professional ready to lead a dynamic Front of House team? Gleneagles, one of the world's most iconic luxury hotels and sporting estates, is seeking a Head of Guest Relations to ensure our guests experience unparalleled service from arrival to departure.

About GleneaglesWith a rich history spanning over a century, Gleneagles is synonymous with luxury and excellence. Recently awarded 'Employer of the Year' and 'Hotel of The Year 2024', we are devoted to creating memorable experiences for our guests while valuing and nurturing our team members.

The RoleAs the Head of Guest Relations, you will oversee and coordinate all aspects of the Front of House operations, including Guest Experience, Guest Services, Gleneagles Drivers, and our Night Team. You'll lead our Guest Relations team, ensuring every guest interaction is seamless and exceeds expectations.

From check-in to departure, you'll champion our vision of creating bespoke, memorable experiences, discovering those unique "golden nuggets" about our guests that allow us to personalize their stay.

Your Responsibilities

• Leadership & Operations: Lead the Guest Relations Ambassadors and Managers, ensuring every detail of the guest experience is flawlessly executed.

• VIP Focus: Assign team members to VIP guests, managing personalized services from pre-arrival to post-stay and overseeing our exclusive VIP lounge.

• Innovation & Personalization: Develop innovative amenities and touchpoints to elevate guest experiences, such as managing special occasions and surprise moments.

• Technology Integration: Utilize technology to streamline the check-in and check-out process, tailoring it to guests' preferences.

• Team Development: Train and motivate the team, continuously seeking opportunities for service improvements.

• Guest Insights: Maintain accurate guest profiles and respond to post-departure feedback to protect the financial and operational interests of the estate.

• Communication & Collaboration: Build strong relationships internally and externally, ensuring seamless coordination across departments.

What We're Looking For

• Proven experience in a similar Front of House leadership role with a history of delivering outstanding customer service.

• Knowledge of Opera Cloud and Hotsos is advantageous.

• A solutions-focused approach and ability to build long-lasting relationships based on trust and warmth.

• Exceptional organizational skills, a positive attitude, and a passion for exceeding guest expectations.

• A collaborative spirit and enthusiasm for mentoring and inspiring your team.

Why Work at Gleneagles?

Time to Relax:

• 30 days holiday (increasing with service).

• Seasonal parties and social events.

• 50% discount on Food & Beverage, Spa, and Golf Driving Range access.

Exclusive Perks:

• Complimentary stays at Gleneagles and discounted rates for friends and family.

• Access to Ennismore hotel and restaurant discounts across the globe.

• Subsidized en-suite staff accommodation on-site.

Investment in You:

• Pension scheme and life insurance.

• Employee Assistance Programme for confidential support.

• Training and career development opportunities across various departments.

• Complimentary access to our staff gym and cycle-to-work scheme.

Join Us at GleneaglesBe part of a team that values innovation, excellence, and making every day extraordinary for our guests. Whether you're interacting with visitors or mentoring your team, you'll play a vital role in upholding the high standards that make Gleneagles unique.

Apply now and help us create incredible memories!