Guest Experience Manager

We are currently seeking a highly organised, experienced and supremely professional Guest Experience Manager with an incredible eye for detail to play an integral role in our multi-faceted team. The on target earning potential for this role is £42,305 per annum - comprising a base salary of £35,305 plus a qualified estimate of £7,000 in gratuities and service charge.

As a member of the Gleneagles team, you will also enjoy a fantastic range of perks, benefits and rewards.

For the past century we’ve been making memories at our iconic hotel and sporting retreats in rural Perthshire. Gleneagles Townhouse, our luxury hotel and members’ club on St Andrew Square, Edinburgh, has created an exciting new chapter in our history. Crowned ‘Employer of the Year’ at the 2024 Cateys, and retaining our Michelin Guide - One Key Distinction for the second year in 2025, 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 to develop a career, some work full‑time, while others have a part‑time 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.

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

• Running the day‑to‑day operation of the department, ensuring every element runs smoothly and without a hitch.
• Welcoming every guest warmly to Townhouse, ensuring all interactions are both efficient and tailored to suit.
• Being an ambassador for our property, Edinburgh and beyond.
• Remembering our guests specifically and striving to find that “unique detail” to customise their time with us.
• Being visible to our guests, involved in all aspects of their stay; building strong, engaging, and sustainable relationships.
• Supporting the organisation, personalisation, and hosting of our VIP guest visits.
• Building strong relationships with multiple stakeholders across Townhouse.
• Covering Night Manager and Duty Manager shifts as needed.
• Identifying training and development needs for your team.
• Ensuring your team maximises revenue by upselling accommodation, wellness, and food & beverage.
• Creating and implementing protocols, processes and routines for team and product development.
• Ensuring seamless delivery for all guest requests and bookings, maintaining guest confidentiality and security.
• Controlling and monitoring your own P&L and Budget, identifying opportunities for improvement and efficiency.
• Accountable for the recruitment and retention of your team.
• Following all Forbes, LQA, AA and Gleneagles standards at every interaction with our guests.
• Interacting with our guests in a warm, professional, and helpful manner.

The kind of person we’re looking for:

• You have extensive luxury experience in a similar role, demonstrating your ability to deliver remarkable guest experiences.
• Self‑motivated, inspiring motivation in others, and sharing your knowledge and experience.
• Your attitude and approach are always fresh; you treat each guest interaction as unique.
• Greeting each guest warmly by name, listening and understanding their individual needs.
• Actively promoting Townhouse and looking for opportunities to enhance the guest experience.
• Taking great pride in your work, knowing your contribution is critical for both guest and team member experiences.
• Maintaining a high standard of personal presentation and a professional working environment.
• Possessing a positive “can do” attitude to solving problems professionally.
• A strong team player with great communication skills and an enthusiastic approach.
• Wanting to be part of a team that works hard, supports each other and has fun.

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 for £50.00 per annum.
• Flexi points into your Perkbox wallet to spend as you choose.
• 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.
• Friends & Family discounted rate of £225 - £275 B&B per night at Gleneagles.
• Discounted rooms and restaurant rates with up to 50% off across the wider Ennismore brands.
• Pension scheme and Life Insurance.
• Employee Assistance Programme for support and confidential advice.
• Ongoing investment in your personal development with access to training qualifications and programmes.
• Internal career opportunities across a wider range of specialisms and departments.
• Monthly recognition programme and a volunteering day every year.
• Gleneagles Cycle Scheme to spread the cost of a bike and reduce your carbon footprint.

Gratuities (tips) and service charge are paid on a pro‑rata basis regardless of your role. It is estimated that in 2026, our full‑time employees can expect to receive around £7,000 in addition to their annual salary.