Guest Relations Manager – Personal Concierge in Auchterarder

We are currently seeking an exceptional, intuitive, and highly detail-oriented innovative Guest Relations Manager – Personal Concierge to lead and deliver unparalleled, bespoke experiences for our most distinguished guests. This pivotal management role is responsible for overseeing every aspect of the guest journey, from pre-arrival planning through to departure, ensuring each stay is seamlessly tailored and flawlessly executed.

Working closely with our Suite guests, you’ll anticipate needs, curate personalised experiences, and create unforgettable moments that exceed expectations at every touchpoint. From coordinating guest preferences and bespoke suite set-ups to orchestrating private dining, exclusive activities, celebrations, and special requests, you’ll oversee every detail with precision, discretion, and genuine care.

As the ambassador of personalised service within Front of House, you’ll build meaningful relationships with our guests, developing a deep understanding of their individual preferences and uncovering the details that transform an exceptional stay into an extraordinary one. Working collaboratively across the hotel, you’ll ensure every experience is thoughtfully crafted, impeccably delivered, and truly memorable. At the heart of this role is a passion for creating remarkable, one-of-a-kind experiences.

Leading by example, you’ll inspire a culture of excellence, anticipation, and genuine hospitality that defines every guest journey. The on target earning potential for this role is £40,865 per annum based on a 39 hour contract - comprising a base salary of £35,865, 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.

Here’s a bit more detail on what we see you doing in this role:

• As a Guest Relations Manager with Personal Concierge responsibility for our most exclusive suite guests, you’ll play a pivotal role in creating truly exceptional and memorable experiences from the moment a reservation is made through to a fond farewell.
• Leading from the front in hosting our VIP guests, building genuine and lasting relationships that foster loyalty and advocacy for Gleneagles.
• You’ll be the dedicated point of contact for guests staying in our exclusive suites, ensuring every aspect of their stay is carefully curated and flawlessly delivered.
• Working directly with guests before arrival, you’ll create bespoke itineraries, arrange personalised experiences, and oversee every detail of their suite set-up to ensure their expectations are not only met but exceeded.
• Personally inspecting VIP suites and bedrooms with our Housekeeping leadership ahead of arrival, ensuring every aspect of the guest experience is flawless and tailored to individual preferences.
• Throughout their stay, you’ll engage with guests in a warm, professional and discreet manner, taking every opportunity to anticipate their needs and deliver service through their eyes.
• Whether arranging a unique local adventure, a private in-suite dining experience, or a special celebration, you’ll create memorable moments that reflect the individuality of each guest.
• Working closely with your colleagues across the hotel and with trusted partners in the local area, you’ll coordinate and deliver guest requests seamlessly, ensuring every touchpoint is executed to the highest standards.
• You’ll support operational teams in delivering personalised suite experiences, ensuring every detail is managed with precision and care.
• Taking ownership of the VIP guest recognition and amenity programme, ensuring thoughtful, personalised touches that reflect guest loyalty, preferences and spend.
• Representing for the Guest Relations team at operational meetings, presenting upcoming VIP arrivals, itineraries and key guest insights to ensure the resort is aligned and prepared to deliver exceptional experiences.
• You’ll continuously seek opportunities to innovate, creating thoughtful amenities, personalised surprises and unique experiences that delight our guests and elevate their stay.
• Equally important will be your ability to communicate effectively across our business, ensuring all relevant guest preferences, VIP information and operational requirements are accurately recorded, shared and actioned.
• Taking ownership of guest concerns, you’ll resolve issues swiftly, professionally and with sound commercial judgement.
• Championing the capture and use of guest data and preferences, ensuring profiles, VIP classifications and guest histories are accurate and leveraged to create seamless personalised experiences.
• When suites are not occupied, your focus will shift to future guest planning, preparing upcoming arrivals and supporting the wider Guest Relations team across the hotel.
• You’ll also work closely with our Housekeeping and Maintenance teams to ensure suites are impeccably presented and any required works are completed ahead of arrival.
• This role operates as part of a collaborative team covering hours between 10:00am and 8:00pm, with flexibility to support occasional later evening guest requests.

The kind of person we're looking for:

• Previous experience within a luxury hospitality environment is essential, ideally in a Guest Relations, Concierge, Front Office, Butler, VIP Services or Personal Concierge role, with direct responsibility for hosting and managing high-profile guests.
• With an exceptional eye for detail and a genuine passion for creating personalised experiences.
• Naturally attuned to the finer points that transform a stay from memorable to unforgettable, using guest preferences, interests and previous experiences to curate thoughtful and meaningful moments.
• With excellent interpersonal skills, you have the ability to build authentic, lasting relationships.
• You’re comfortable engaging with a diverse range of guests, including VIPs and discerning travellers, creating trust, loyalty and meaningful connections with Gleneagles.
• You know exactly how to create highly personalised guest experiences, anticipating needs and managing complex requests with professionalism, discretion and meticulous attention to detail.
• 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 well organised and punctual with an eagle eye for detail.
• You want to be part of a team that works hard, supports each other and above all has fun along the way.

What’s in it for you:

• 30 days holiday (including bank holidays) that increases with service.
• Seasonal parties and local social events.
• 50% discount on Food & Beverage, Country Pursuits, Spa and Hair Salon (Mon-Thurs) and the Golf Driving Range.
• Golf Membership (with access to all 3 championship courses) for £50.00 per annum.
• Flexi points into your Perkbox wallet to spend as you choose.
• Eligible employees can access the Octopus EV Car Scheme, offering the opportunity to drive a brand-new electric vehicle.
• Free ‘pay day’ lunch and monthly drinks offers.
• A generous ‘refer a friend’ scheme.
• Stay 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 service.
• Friends & Family discounted rate of £225 - £275 B&B per night at Gleneagles.
• Enjoy discounted rooms and restaurants rates with up to 50% off across the wider Ennismore brands and hotels.
• Subsidised, single occupancy, en-suite accommodation available on our grounds.
• Pension scheme, including an enhanced option for eligible employees.
• Life Insurance.
• Employee Assistance Programme, offering support and confidential advice for you and your family when you need it most.
• Ongoing investment in your personal development with access to internal and external training qualifications and programmes.
• Internal career opportunities across a wider range of specialisms and departments.
• Access to a range of discounted health assessments through Nuffield Health for eligible employees.
• Monthly recognition programme.
• Volunteering day every year with a charitable partner of your choice.
• Gleneagles Cycle Scheme, helping you spread the cost of the bike you really want while reducing your carbon footprint.

If you are our next Guest Relations Manager - Personal Concierge, please forward your most recent CV to us today!