Guest Services Supervisor in Auchterarder

We are currently seeking a driven, professional and highly organised Guest Services Supervisor to play an integral role in our multi-faceted team. The on target earning potential for this role is £37,063 per annum, comprising a base salary of £32,063, 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.

ABOUT GLENEAGLES

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.

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:

• Assisting our Front of House Management team, leading and ensuring our Guest Services team meets and exceeds our operational goals and service demands.
• Maintaining the highest standards and accuracy, exploring all opportunities to enhance the service we deliver both on arrival, during our guest stay and on departure.
• Holding monthly meetings and daily handovers, communicating the relevant information of the day and using this space and time to focus on team feedback and training.
• Ensuring every guest is welcomed with a genuine smile using their name, where known, and giving the appropriate assistance reflecting a Forbes 5 star & Gleneagles service at all times.
• Following up with guests to ensure their requests or concerns are fully resolved to their satisfaction; always receiving, recording and relaying messages and guest information accurately.
• Providing accurate information and advice on all aspects of our estate, the surrounding area and Scotland itself, arranging internal and external bookings, striving to understand what type of experience our guest is looking for; transportation, restaurants, bespoke tours, helicopter bookings.
• Contacting and responding to our guests, group contacts and event organisers through their preferred method of communication, always within the highest standard timeframes; 24 hours for emails, 5 minutes for text messages.
• Providing accurate information on all aspects of travel, assisting with air, train and bus enquiries from start to finish as required by accessing where appropriate the internet, timetables etc., and make reservations as required on behalf of the guest.
• Embrace and be part of change by looking for opportunities to shape the way you work.
• Maintaining guest confidentiality and security at all times; following GDPR guidelines to enhance our guests’ stay, retaining relevant information for future stays.
• Supporting your team members and ensuring an effective and efficient handover of any outstanding issues to the next team on shift.
• Supervising our Resort Drivers & Chauffeurs, ensuring that every job has accurate information and each guest is met with seamless service.
• Preparing daily Chauffeur Job lists & resort driver reports to share with Management.
• Coordinating with external contractors, building relationships with key stakeholders.
• Managing our guest & group business billing with Chauffeur Drive.
• Looking after our Front of House Fleet, ensuring all vehicles are maintained to the highest standards by our Drivers and arranging servicing and repairs.
• Interacting with our guests, always warm, professional, helpful and doing everything you can to exceed their expectations.

The kind of person we're looking for:

• You’re naturally friendly and you love working with people; you greet each guest and colleague warmly by name, take time to listen and understand individual needs and have the determination to always exceed our guests’ expectations.
• A creative thinker who believes everything, and anything, is possible; you love the challenge of working under pressure, adapting to change and managing conflicting priorities.
• A natural communicator who shows empathy and respect for all team members and departments; you take great pride in knowing your contribution is critical for both our guest and your colleague experiences.
• Maintaining the highest standard of personal presentation through neat grooming, taking great pride in professionally presenting an organised working environment at all times are second nature to you.
• Enthusiastic, confident and warm; you like working in an environment where things move and flex.
• You have a positive approach to tasks and impeccable attention to detail; you also enjoy continually learning and sharing your knowledge, experience and ideas.
• You’re supremely reliable and ensure every job is completed to the highest of standards consistently.
• 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.
• 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 estate.
• Pension scheme.
• 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.
• Monthly recognition programme.
• Volunteering day every year with a charitable partner of your choice.
• Complimentary access to our staff gym.
• Gleneagles Cycle Scheme to spread the cost of the bike that you really want and reduce your carbon footprint.

If you are our next Guest Services Supervisor, please forward your most recent CV to us today!