Head of Guest Experience

COME AND JOIN US . . .

We are currently seeking an innovative, resourceful and detail-oriented Head of Guest Experience, to play a vital supporting role in leading all aspects of this operation; overseeing Guest Experience, Guest Service, Guest Relations, Gleneagles Drivers and our Night team.

Our Front of House team are responsible for our guests' first and last impressions. We’re at the heart of the hotel, welcoming every guest from the moment they are collected by our Glen Drivers to our Linkperson wishing them a fond farewell. Every step of our guest journey, from check-in through to departure, has to be seamless and consistently exceed expectations.

Our vision is to create the most incredible memories, ensuring a service that’s unique, bespoke and tailored to our guests’ requirements. We remember our guests specifically and we strive to find that “golden nugget” about each one so that we can do everything within our gift to customise and make their time with us special and memorable.

The on target earning potential for this role is £42,356 / per annum - comprising a base salary of £37,356.00, plus a qualified estimate of £5,000 in gratuities and service charge.
* As a member of the Gleneagles team, you will also enjoy a fantastic range of perks, benefits and rewards.

One 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.

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).

• A key member of our Front of House leadership team, leading from the front you’ll be involved in every detail from pre-arrival to ensuring our guests are efficiently looked after; you’ll spend your day ensuring every element of our operation is slick and exceptional and the team are supported throughout
• You’ll be instrumental in the daily running our business, leading the morning meetings and play a vital role in the duty manager rota
• Striving to see our service through our guests’ eyes, you’ll take every opportunity to ensure their experience is incomparable
• You’ll develop departmental standard operating procedures whilst consistently exploring opportunities for service improvements and looking for ways to distinguish what we do
• Motivating and training the team to upsell our rooms, making sure your team are fully conversant with all estate facilities and that they take advantage of selling opportunities; you’ll have a consistent eye on how we can continue to optimise room sales
• Ensuring our guests are welcomed to and bid farewell from Gleneagles in a manner in keeping with their expectations, greeting and receiving key and influential guests in the absence of our senior team
• Organising team training and reinforcing the need to maintain the quality of the data we capture, and its usefulness to other teams across the estate
• Providing a climate in which each team member’s career development is planned for, and with a focus on succession within the team and estate as a whole
• Playing a vital role in liaising and building relationships with our groups and events teams, supporting pre-planning and pre-meetings to ensure all…