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- Tasks: Enhance guest experiences and support team members across a stunning resort.
- Company: Auchrannie, a luxurious resort on the beautiful Isle of Arran.
- Benefits: Competitive salary, modern live-in accommodation, and opportunities for personal growth.
- Why this job: Join an award-winning team and make a real impact on guest satisfaction.
- Qualifications: Experience in hospitality management and excellent people skills required.
- Other info: Dynamic environment with opportunities for career advancement.
The predicted salary is between 36000 - 60000 £ per year.
About Auchrannie Situated on the beautiful Isle of Arran on the West Coast of Scotland, Auchrannie is a unique resort with two 4-star hotels and over forty 5-star luxury self-catering lodges and retreats. In addition to our luxury accommodation, we deliver amazing dining experiences across our restaurants, as well as the chance for our guests to relax in our incredible leisure facilities and book a treatment in our ASPA, Scotland's first island destination spa.
About the Role Reporting to the Resort Manager, you will be a pro-active and visible manager across all areas of the Resort acting as Duty Manager and a key support for guests and team members alike. You will actively look for opportunities to enhance the guest experience by monitoring, reviewing and responding to guest feedback and presenting guest satisfaction reports to the leadership and management teams.
In this role you will:
- Be a visual presence around the Resort, actively looking to enhance the guest experience.
- Ensure that you are fully aware of business levels at all times and provide support to managers and team members across the resort as required.
- Pro-actively monitor and ensure the safety and security of guests and team members across the Resort.
- Monitor and respond to guest reviews through all feedback channels including 3rd party platforms.
- Analyse guest feedback and provide strategic direction to continuously improve our overall guest satisfaction rating.
- Respond to guests' needs and anticipate opportunities to add value to the guest experience.
- Prepare and present guest satisfaction reports to Leadership and Management teams.
- Provide daily briefs to the management team on business levels and daily priorities.
- Pro-actively engage and motivate all team members to help maintain a positive and happy workplace culture.
- Provide on-call support for our night porter team as required (additional payment received for on-call shifts).
To be suitable for this role you will:
- Demonstrate experience in all areas of hospitality including duty management at a 4/5 star hotel/resort property.
- Be a naturally confident and engaging manager who demonstrates excellent people skills.
- Be calm under pressure, able to work in a busy environment and with the ability to quickly identify priorities for the day.
- Be trustworthy, capable and reliable to run the Resort in the absence of the Resort Manager/Resort Director.
- Have a high level of computer literacy with experience of responding to guest feedback directly and through review sites.
- Show a desire to learn and continue personal growth and professional development.
This role presents a great opportunity for the right candidate to continue to develop their hospitality career in an award-winning Scottish Resort. Knowledge of first aid and Scottish Licensing laws would be an advantage. Modern live-in accommodation is available.
Guest Services Manager/Duty Manager employer: Auchrannie Resort
Contact Detail:
Auchrannie Resort Recruiting Team
StudySmarter Expert Advice 🤫
We think this is how you could land Guest Services Manager/Duty Manager
✨Tip Number 1
Get to know the resort inside out! Familiarise yourself with every nook and cranny of Auchrannie, from the dining spots to the leisure facilities. This way, when you chat with guests or team members, you can share insider tips and make their experience even better.
✨Tip Number 2
Be proactive in engaging with guests. Don’t just wait for them to approach you; make it a point to check in with them regularly. A simple 'How's everything going?' can go a long way in making them feel valued and heard.
✨Tip Number 3
Keep an eye on guest feedback like a hawk! Use it to spot trends and areas for improvement. When you present your findings to the management team, back it up with solid data and actionable insights to show you're on top of your game.
✨Tip Number 4
Don’t forget to showcase your people skills! Whether it's motivating your team or calming down a disgruntled guest, being approachable and friendly will help create a positive atmosphere. Remember, we’re all about enhancing the guest experience together!
We think you need these skills to ace Guest Services Manager/Duty Manager
Some tips for your application 🫡
Show Your Passion for Hospitality: When writing your application, let your love for the hospitality industry shine through. Share specific experiences that highlight your commitment to enhancing guest experiences and how you’ve gone above and beyond in previous roles.
Tailor Your Application: Make sure to customise your CV and cover letter to reflect the skills and experiences mentioned in the job description. We want to see how your background aligns with our needs at Auchrannie, so don’t be shy about showcasing relevant achievements!
Be Clear and Concise: Keep your application straightforward and to the point. Use clear language and avoid jargon. We appreciate a well-structured application that makes it easy for us to see why you’d be a great fit for the Guest Services Manager role.
Apply Through Our Website: We encourage you to submit your application directly through our website. This way, you’ll ensure it reaches us without any hiccups, and you can easily keep track of your application status. Plus, it shows you’re keen on joining our team!
How to prepare for a job interview at Auchrannie Resort
✨Know the Resort Inside Out
Before your interview, make sure you research Auchrannie thoroughly. Familiarise yourself with their services, guest experiences, and any recent news or reviews. This will not only show your genuine interest but also help you tailor your answers to align with their values and expectations.
✨Showcase Your People Skills
As a Guest Services Manager, your ability to connect with guests and team members is crucial. Prepare examples from your past experiences where you've successfully handled guest feedback or resolved conflicts. Highlighting your people skills will demonstrate that you're the right fit for enhancing the guest experience.
✨Be Ready for Scenario Questions
Expect questions that put you in hypothetical situations, like handling a dissatisfied guest or managing a busy shift. Practice your responses to these scenarios, focusing on how you would maintain calm under pressure and ensure guest satisfaction. This will showcase your problem-solving abilities and readiness for the role.
✨Prepare to Discuss Feedback Management
Since monitoring and responding to guest feedback is a key part of the role, be prepared to discuss your experience with this. Bring examples of how you've used guest feedback to improve services in previous roles. This will illustrate your proactive approach to enhancing guest satisfaction and your strategic thinking.
